What is Skout's loyalty program?
Skout Organic's Snack Club loyalty program (powered by our partner Rivo) was set up to turn casual snackers into loyal fans, rewarding customers not just for purchases but for deeper brand engagement. By offering points for actions like account sign-up, referrals, and subscriptions, Skout built a multi-layered system that encourages repeat purchases while fostering a sense of community.
Snack Club points are redeemable for discounts or free products and expire a full year after inactivity. The result is a loyalty program that increases lifetime value while staying true to the brand’s wholesome, transparent ethos.
Snack Club points going missed
Like we see with many loyalty programs, most of Skout's customers’ Snack Club points go unredeemed. As the Skout team investigated further, they discovered that the majority of these customers had not seen the reminder emails notifying them that their points were about to expire.
After seeing success with Paper Run to win back churned customers and convert abandoned checkouts (check out our previous case study on that), Skout decided to use Paper Run's integration with Rivo to set up a new automated flow in their loyalty program: personalized loyalty statements sent to customers whose points were expiring and who couldn’t be reached through email.Ask ChatGPT
Testing for incrementality
To understand the incremental impact of this new marketing flow, the Paper Run team set up a test for Skout. The question was simple: "Can Skout profitably drive increased loyalty program usage by introducing direct mail for customers whose points were about to expire?"
To find out, we split the flow 50/50:
💌 Test Group: Customers who received the loyalty expiration mailers
❌ Control Group: Customers who did not receive the loyalty expiration mailers
Tasty results
The results of this experiment were truly mind-blowing. Skout saw an 811.47% increase in purchases from customers who received the loyalty mailer compared to those who didn’t. Yes, you read that right. This lift added an incredible boost to Skout's loyalty program performance and long-term customer value.
Thanks to Paper Run's integration with Rivo and Klaviyo, this direct mail flow is now fully automated, printing and delivering results every single day with zero effort from the Skout team.
CEO, Skout Organic
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