Nespresso
Nespresso turns its customers' Summer Memories into engagement with Photo Rewards
01
THE
CHALLENGE
Surprise & Delight customers
Competition is also starting to offer quality coffee and loyalty programs, making it essential for Nespresso to stand apart. As a pioneer in portioned coffee and a brand synonymous with refinement, the brand is a symbol of innovation and personalised service.
To reinforce this leadership, Nespresso aims to double down on exclusive brand experiences for its most valued customers. Beyond exceptional coffee, the brand seeks to create emotional connections, offering moments of surprise and delight through thoughtful gifts that celebrate customer loyalty.
The project
Nespresso wanted to engage its Ambassadors with a Summer Memories gift,
offering Photo Rewards as a surprise via e-mail to its customers.
02
THE
JOURNEY
Summer Memories
To celebrate Summer Memories and keep the sunny spirit alive, Nespresso rewarded its customers with the option to print 5 Classics or an XL Poster. The result was more than 5,000 prints, with 57% of customers choosing for the poster.
This offer was only shared with the Nespresso Ambassadors from Belgium and Luxembourg. An Ambassador is the most loyal segment. To become a Nespresso BeLux Ambassador, you have to consume more than 1,000 capsules per year as a Club Member (customers that order capsules once a month).
The results
03
THE RESULTS
The Ambassador Experience
The Stampix Photo Rewards offer was sent to Nespresso Ambassadors. The reception was great, showing high open rates and an engaging happy customer by the end of the journey.
The campaign proved that meaningful, physical rewards can significantly strengthen emotional connection with Nespresso’s most loyal customers.
Customer Happiness
After placing an order, 42% of customers left a Thank You message to Nespresso.
High Email Open-Rate
The emails sent to Ambassadors had a high open rate, with 45% of emails being opened.
Adaptability & Personalisation
During the campaign, Nespresso decided to also offer XL posters, giving customers more options for personalisation.
We wanted to offer a nice and innovative surprise to delight our customers. Thanks to Stampix, we were able to offer our customers the perfect tool to print their summer memories. Moreover, to improve our campaign, at a certain moment we decided to add the possibility for our customers to choose between postcards and posters for even more personalisation.
Caroline Halflants
Customer Lifecycle & Loyalty Specialist at Nespresso BeLux
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