Background

Quack and Lola is a part of a group of online stores specializing in merchandise from character IPs, offering a wide range of products to customers around the world. To support its international customer base, the company implemented easyPoints as a loyalty solution with cross-border and multilingual capabilities, enabling it to deliver a seamless rewards experience across global markets.

They say: "The decision to implement a loyalty program starts from our desire to deepen engagement with customers, especially given that our store specializes in merchandise from popular character IPs. We felt that a points-based rewards program would be an ideal way to encourage fans to return and engage with our store repeatedly, allowing them to earn rewards with every purchase and enhancing the overall shopping experience. After evaluating several loyalty apps, we ultimately chose easyPoints. One of the key factors in our decision was its intuitive and user-friendly admin interface, which made the setup process straightforward even for first-time users. The platform’s strong English-language support and responsive customer service have also been invaluable, enabling team members with varying levels of technical experience to manage the program with confidence."

Through its integration with Shopify POS, they have been able to extend their loyalty program beyond online sales and into offline events. The seamless point sync enables customers to earn and redeem rewards in person, creating a consistent experience across channels. The company has also leveraged point-based incentives at offline events, using reward points to encourage participation in surveys. This approach has helped strengthen customer interaction while enhancing the overall event experience.

They say: "The ability to manage points seamlessly across channels was very nice. As a business operating through multiple sales channels, having a unified loyalty program allows us to provide a consistent customer experience regardless of where purchases are made, while making it easier for customers to engage with and benefit from the program."

Tailor made with theme integration

Since they manage merchandise for multiple character IPs, a loyalty experience to reflect the unique look and feel of each character brand was required. We implemented a customized setup that allowed for fine-tuned styling adjustments across different IPs. By tailoring the loyalty program’s UI to match the branding and visual identity of each character, they were able to deliver a more immersive and consistent fan experience while maintaining a unified loyalty infrastructure behind the scenes.

They say: "“We were able to embed the loyalty features naturally into our store theme and customize elements such as display colors for each character IP. As a result, the program feels like an integral part of the store experience rather than something that was added later, allowing it to blend seamlessly with the overall design. At first, we were concerned that implementing these customizations might require extensive technical expertise. However, with guidance from the support team throughout the process, we were able to achieve the exact look and feel we envisioned much more smoothly than expected. The flexibility to accommodate detailed customization requests has been especially valuable for a store like ours, where preserving each brand’s unique identity and world-building is a top priority.”"

Even more in offline events

In offline events, they used Gojiberry to conduct customer surveys. To encourage participation, attendees who completed the survey were rewarded with loyalty points. This simple incentive proved highly effective, with many customers willingly taking part because they could earn points in return, resulting in significantly higher response rates compared to traditional paper-based surveys. The feedback collected through these surveys has become a valuable source of insight into the fan community, helping the team better understand which characters and products are most popular, as well as what types of campaigns and experiences resonate most with customers. These insights continue to play an important role in shaping future merchandising and engagement strategies.

> Gojiberry integration

They say: "One of the biggest benefits was that the feedback we collected could be directly applied to future product planning and event development. Rather than relying solely on assumptions or intuition, we gained the ability to make decisions based on real customer insights and preferences. The integration with easyPoints also helped lower the barrier to participation. By rewarding customers with loyalty points for completing surveys, we were able to encourage more responses while creating additional value for our fans, making the entire feedback process more effective and engaging."

What They Hope to See Next from easyPoints

"Since implementing easyPoints, loyalty points have become a natural way for us to strengthen our relationship with fans across both online and offline touchpoints. We’ve been extremely satisfied with the program, not only because it is easy to manage, but also because we’ve seen tangible results, including an increase in repeat purchases and return attendance at our events. The admin interface is intuitive and easy to use, and the support team has consistently been responsive and helpful, giving us confidence that this is a solution we can continue to rely on for the long term.

Looking ahead, one feature we would be especially excited about is the ability to let customers redeem points for exclusive, non-retail special items that are not normally available for purchase. Limited-edition rewards that can only be obtained through the loyalty program would be highly appealing to fans and would create even stronger motivation to earn and save points.

We believe that experiences like these have the potential to make loyalty programs even more engaging and memorable. We’re excited to see how easyPoints continues to expand the possibilities for point redemption and create unique experiences for both merchants and their customers."