How Orange increased NPS by +30 points
with Stampix photo reward
Reduce churn and increase NPS
Orange is a Belgium-based Telco company that operates in a highly competitive market, ranking 3rd in market share after Proximus and Telenet. Back in 2016, a GFK-Study revealed alarming results with NPS scores far below zero and rising issues in terms of customer churn. At that moment, Orange decided to launch a loyalty program that went beyond the traditional Telco reward system: Orange Thank You. To engage with the customers, the program focused on scalable ways to offer personalised gifts from within their app.
Orange wanted to surprise and delight its customers, delivering emotional and personalised
experiences at scale while
increasing engagement in their loyalty program.
Focus on birthday gifts
Considered one of the key moments by Orange, the focus of the partnership with Stampix was the celebration of the customer’s Birthday. What better gift than your personal pictures printed for free and delivered to your doorstep?
How does it work?
The Orange app sends a push notification on customers' birthdays offering a gift that can be chosen in the app.
Customers can choose between multiple personalised offers, with Stampix photoprints being one of them.
By claiming the offer, customers are sent to a branded platform built by Stampix where clients upload their photos and enter shipment details. Optionally, they can send the photos to friends or a family member.
A few days later, the photos are delivered to the mailbox with a personalised message from Orange. By printing their brand assets on the back of the photos an emotional connection & long term brand building is achieved.
For over 3 years Stampix has been a fixed partner in Orange Thank You program, which is dedicated to surprise and delight customers with over 2.3 million gifts per year. What sets Stampix apart is the unique personal experience, which allows Orange to be part of its customers best moments.