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Success Story | Kölle Zoo

Emotional Customer Loyalty with the all-new Kölle Zoo App

As digitalization progresses, it was clear to Kölle Zoo that customer loyalty also needed to be taken into a new era. In collaboration with hello again, the pet retailer therefore developed a tailor-made customer loyalty app that not only captures the spirit of the times, but also sustainably strengthens sales and customer relationships.

General digitalization strategy: moving with the times

The new app is a key component of Kölle Zoo's comprehensive digitalization strategy. This strategy aims to modernize and - where possible - digitize all relevant customer contact points. Whether in-store, online or mobile - Kölle Zoo offers its customers a seamless and modern shopping experience. The customer loyalty app is at the heart of this project and makes digital customer loyalty tangible.

The core functions of the app at a glance

  • Loyalty club with collectable points and rewards system

  • Digital customer card always on your smartphone

  • Discounts redeemable directly without points via app

  • "My pet" area for registering your own pet

  • Donation function for regional animal shelters

  • Online store integration, experience market finder and much more!

Numbers of success

This is what Kölle Zoo has achieved so far with the new loyalty app.

Go-Live 29.4.2024 | Numbers from Juli 2024

Five-digit number of users within a few weeks: The new Kölle Zoo app is very popular!

42,000+

registered app users within a few weeks

70,000+

Purchases in connection with the new app

70%+

Regularly active app users

+55%

Increase in the average shopping cart value

Pictures say more than words.

Take a look for yourself:
The new Kölle Zoo App.

Try the app for yourself now and collect loyalty points directly for registering:

Donation function for regional animal shelters: this is how innovative, emotional customer loyalty works

In addition to the central components of the new Kölle Zoo app - loyalty club, rewards system, digital customer card - the animal shelter donation function in particular makes the hearts of animal lovers beat faster: app users can exchange points and donate directly to regional animal shelters. This is made possible by Kölle Zoo's cooperation with Tierheimhelden.

Nearby animal shelters can be supported via a simple search in the app: For every 25 points collected, €1 can be donated to the respective organization. A simple but very effective principle: the feature is very popular among app users, the animal shelters are also pleased, and customers associate the "Kölle Zoo" brand with positive emotions.

By the way: You can find out more about the topic of "emotional customer loyalty" in our blog post.

More than just customer loyalty: multi-layered digitalization goals

Kölle Zoo set itself ambitious goals for the launch of the new app: digital customer loyalty should not only bind existing customers more closely to the company, but also tap into new target groups.

Particular attention was paid to young, tech-savvy customers, who can be reached particularly well via digital channels. The figures from the first few weeks after the launch, as well as the reception and feedback from customers about the new app, show that Kölle Zoo is on the right track with this strategy.

Addressing digital natives: Focus on the young target group

The younger generation is demanding, especially when it comes to digital services. Kölle Zoo recognized this early on and focused on addressing precisely this target group in the best possible way.

The Kölle Zoo app offers an intuitive user interface that is specifically tailored to the needs of the young, mobile and tech-savvy generation.

With a combination of modern features and user-friendly design, it succeeded in attracting over 20,000 new app users in the first two months after its launch. The central element was the large-scale out-of-home campaign launched directly for the app launch in June 2024: several hundred new registrations every day were the highly deserved result.

In addition, the app is always recommended by employees, and numerous other advertising measures - both online and offline - round off the package.

Successful customer loyalty: Significant increase in average shopping cart value

Effective, innovative customer loyalty provides many benefits: In addition to increased customer frequency, positive customer testimonials and easy opportunities to acquire new customers, sales can increase significantly after the introduction of a customer loyalty program.

This is also the case with Kölle Zoo: since the introduction of the app, the average shopping basket value has risen from €45 to an impressive €70 - an increase of 55%. This success shows that digital customer loyalty can not only increase sales, but also strengthen customer loyalty.

Dashboard
Added value for all involved sides

Read what Kölle Zoo thinks about the new app.

Matthias Pohl | Managing Partner

Kölle Zoo Holding GmbH

Important step in understanding customer needs

"The introduction of the customer loyalty app is an important step towards understanding our customers even better and responding to their needs. The positive response and the increase in the average purchase prove that we are on the right track."

Simple app setup. Ongoing support.

Kölle Zoo's path to its own customer loyalty app.

1

Onboarding.

Our simple onboarding process accompanied the Kölle Zoo team from the signing of the deal through to the launch of their own app.

The app appeared in the Apple App Store and Google Play Store after a few months of development and ongoing updates on development progress.

2

Push-My-App.

Because the success of the Kölle Zoo app takes centre stage, we use our experience from over 800 customer projects to push the app:

Through regular innovations, updates and optimisation suggestions - for example in the form of live webinars - the Kölle Zoo team works with hello again to get the best out of the app.

3

Help center.

The comprehensive help centre with user manual, instructions for app optimisation and videos on numerous topics is available around the clock for quick help.

This allows the Kölle Zoo team to take the initiative and optimise, expand and improve the app independently.

4

Ongoing Support.

The hello again app support team is always available to the Kölle Zoo team if required.

Together, we ensure that both the company and the users of the app are offered the greatest possible added value through effective, digital customer loyalty.

Because we believe that customer loyalty must be valuable for all sides!

The time for digitalization has come.

That's why stamp cards are out of date.

CEO & Founder Franz Tretter

hello again as a strong digitalization partner.

Franz Tretter | CEO & Founder

hello again GmbH

Important step in understanding customer needs

"Working with Kölle Zoo was an exciting challenge. Integrating a donation function was also new for us and our team mastered it with great success. The results at Kölle Zoo speak for themselves - and for us. Our solutions are ideal for companies of all sizes that want to strengthen their customer loyalty in an innovative and efficient way. Be it a bakery, hairdresser, individual store or chain store."

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