Province Apothecary is on a mission to to produce the best skincare products using only high quality, certified organic ingredients sourced from Canada and further afield that drive results you will notice in only a few days.

With a focus on natural, clean ingredients and authenticity, it makes sense that Province Apothecary sees how important it is to nurture their customers. As time went on, they saw the impact: some customers were shopping more than 50 times in the space of a few years.

Jordan found Marsello when he was looking for a loyalty program that integrated with Shopify and Lightspeed. The online business was growing, and he needed a way to provide a seamless experience for customers, however they were shopping.

With Marsello, he can offer that. And by connecting all his sales channels, he has access to all his in-store and online sales data in one place. Jordan can also sync all his in-store transaction data into Klaviyo, where he runs email campaigns.

Province Apothecary came to Marsello because they wanted to introduce a rewards program to give back to their regulars, to show them preferential treatment and appreciation. The idea: to continue fostering a sense of community, and to incentivize that loyal purchasing behavior.

And so “Province Perks” was born. Province Perks allows customers to accumulate points through purchases, referrals and brand engagement. These points can then be redeemed for rewards, helping to incentivize repeat purchases, bring customers back sooner, and increase average order size.

Natalie and the team track the program’s success by monitoring key metrics across Shopify, Klaviyo, and Marsello's dashboards. Between these platforms, they glean all the insights they need to inform their marketing strategy and create personalized campaigns.

The biggest learning? Natalie tells us: “When you get a customer on our core skincare regimen, there really is that opportunity for that repeat purchase to become a commodity item, like toothpaste.” This makes the purchasing behavior much more predictable—those customers come back on a regular cycle, often around every six weeks. The customer-linked transaction data says a lot about the customers’ preferences too, and what they might be interested in next.

Natalie says loyalty programs work best when they are simple, with clear communication. “Customers want to reap the benefits of being a loyal customer, but they don't want it to be complicated or cumbersome, or adding a lot of time onto their day.” After all, a loyalty program should enhance the customer experience, not add more friction.

Province Perks is clear on how customers can earn points, and how easy it is to redeem the rewards. Now that they’ve established a solid membership, and been effective in driving repeat business, the next step for Natalie and her team is to amplify awareness of the program in their wider customer-base. 

We’re looking forward to the before and after shots!

Building a robust membership base for Bakers Club has been a gradual process. Initially, it took time for staff to consistently ask customers if they were part of Bakers Club, but now it’s second nature. This shift has driven consistent growth in the loyalty program's membership.

During major campaigns like Easter and Christmas, staff efforts are tracked, and top performers are rewarded, which has further incentivized sign-ups.

Looking ahead, Bakers Delight aims to grow their membership by more than 35% by next June — an ambitious goal. Karen assures me: “we have a good system with Marsello to do that.”

Rhys admits that it’s not always easy to find the right tech partners. As a growing business, they always have one eye set on new technology to stay up-to-date with customer expectations.  “I think people shy away from tech because it kind of removes the human experience,” he says, “but what I think hospitality brands should be doing is using it to actually enhance the human experience.”

“We love that Marsello are continuing to innovate in that space, not just accepting that that's where you're up to, but continually developing that product.” This innovation aligns perfectly with Nodo's own ambitions as they expand and seek partners who can evolve alongside them.

“I think that in hospitality, we're sometimes scared to put too much of an identity on a particular part of the brand. Obviously, a digital marketing program costs a lot more than having a traditional stamp card.” But Rhys explains: “The amount of data that is available to you to benefit your customers is the most important thing about it, as well as the experience they have with your brand.”

Now that they’ve found the perfect tool, and the return on investment is clear, they’re ready to take their Sweet Circle loyalty program to the next level. Soon, Nodo will be introducing limited edition merchandise available exclusively through the program, where customers earn points to access these unique items. This initiative aims to create excitement and foster engagement within the Sweet Circle community. 

We can’t wait to see what they bake up next.