Project Overview: A pet sitting and day-care service in Madrid was struggling to retain customers despite positive reviews. The business owner reached out for assistance in creating a strategy to build customer loyalty and differentiate their offerings from competitors. They wanted a program that would reward repeat customers and encourage referrals without adding complexity to their small team’s workload.

My Role and Approach: As a coach and customer experience advisor, I conducted a deep dive into the service’s customer journey and identified gaps in the loyalty experience. Together, we developed a simplified loyalty program that rewarded frequent users with perks like free grooming sessions and discounts on long-term bookings. I also advised on establishing partnerships with local pet shops to create a more connected "pet care ecosystem".

Developed a loyalty program where frequent customers received free grooming sessions after every 15 visits, incentivizing regular bookings.

Created a referral bonus system, rewarding current clients who brought in new customers with discounts, boosting their word-of-mouth marketing.

Partnered with local pet shops and vets for cross-promotional offers, providing extra benefits to regular clients and increasing brand visibility.

Results: Customer retention increased by 45%, and the referral system accounted for 25% of new clients within six months. The loyalty program helped foster a community of repeat customers, allowing the business to stand out in Madrid’s competitive pet care market and build a lasting brand presence.