Black Buffalo was founded to create a tobacco alternative for 21+ consumers that mimics traditional dip in taste, texture, and nicotine. After years of development with American farmers, they perfected a product that delivers the same experience without tobacco leaf or stem.
The Story At a Glance
Black Buffalo grew rapidly after launching, but about 2 years in, the team was struggling to drive more value from their customer base. The team knew it was imperative to retain as many customers as possible, but were finding Smile.io to be limiting.
After surveying customers, Black Buffalo learned that they wanted swag as a reward for their loyalty and a more omni-channel experience. Black Buffalo migrated to Yotpo Loyalty, implemented free product redemption and receipt scanning.
Since launch, the brand has seen a significant increase in retention metrics. Knowing they can rely on their Loyalty Program to drive retention, the team can now focus on CAC efforts.
Zach Miller
Chief of Staff
Challenge
Black Buffalo had grown quickly, and found themselves with an increasing first-time customer base. The problem was, they weren’t seeing the return rate they’d hoped for. They were fighting hard to keep their customers, which consumed time, effort, and financial resources.
Solution
The team decided to survey their customers and find out what they’d want in a Loyalty program. They embraced the results, migrated away from Smile.io’s less flexible program, and partnered with Yotpo to implement a program that reflected their customers’ desires.
Challenge
Black Buffalo knew they needed a more omni-channel Loyalty program. By making Receipt Scanning a key feature of their program, they expanded access to more customers, making it easier for those same customers to join the Rewards program and therefore make repeat purchases.
Solution
Customers know that when they choose Black Buffalo over competing products, they will be rewarded - regardless of where they’re shopping. Since launching, customers who engage with this campaign have a 95% RPR, compared to the baseline 30% non unengaged customers.
Zach Miller
Chief of Staff
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