Stop the Churn Before It Starts: Gifting As a Customer Retention Strategy

CMOs, let’s talk about churn. 

You’ve built the funnel, launched the campaign, and optimized every click. You’ve done the hard part. But somehow, customers are still slipping away. 

In today’s market, uncertainty is everywhere. When customers feel unsure, they’re quicker to walk away from brands that feel transactional or disconnected. 

Here’s the good news: You can stop churn before it starts. Even better? You don’t need another nurture sequence or last-minute coupon. What you do need is simple: appreciation. 

According to our customer loyalty study, customers are 2x more likely to stay with a company that shows appreciation. Gratitude drives retention. The best way to show it? The same way you show your friends and family you care – through gifting. 

“In uncertain times, a thoughtful gift does more than surprise someone; it reassures them,” advises Tal Keshet, Snappy’s VP of Customer Loyalty. “It shows they’re valued, and that’s what keeps customers coming back.” 

‍Why Gifting Works (and Supercharges Your Loyalty Strategy)

Loyalty programs are smart. They give customers a reason to stick with you – and something to look forward to. But if you want to make yours really stand out, it’s time to think beyond points and perks. 

That’s where gifting comes in. 

A well-timed, personalized gift doesn’t just support your loyalty efforts, it elevates them. It turns a program into an experience and a transaction into an emotional connection. 

It’s not just about saying “thank you.” It’s about showing it in a way they’ll remember (and talk about). 

‍A No-Fluff Guide to Gifting For Retention 

You don’t need to overhaul your strategy – just plug gifting into the moments that matter most. Here’s how to build appreciation into your customer journey with impact: 

Here’s how to build appreciation into your customer journey with impact: 

‍Make a Strong First Impression: The first few weeks set the tone for the entire relationship. A thoughtful welcome gift makes your brand feel human, not just transactional. Try this: Send a welcome gift with a message like, “We’re thrilled to kick things off. Here’s a little something to show you how much we appreciate you.”

Celebrate Customer Anniversaries: Your customer is celebrating a one-year anniversary. That’s a relationship worth celebrating. Whether it’s their first, third, or tenth renewal, gifting adds a memorable layer to the moment. Try this: Automate a gift send for milestone dates with a personalized note: “One year gifting together. There’s only one way to celebrate…with a gift.”

Recognize Their Wins: When a customer meets a major goal using your product or service, send a gift that shows you’re not just paying attention, you’re cheering them on. Try this: Send an Experience gift that aligns with their success: You crushed it! Treat yourself to dinner on us.” 

Add Gifting To Your Loyalty Program: Already have a points or rewards system in place? Great! Now, take it to the next level with surprise-and-delight gifting. Use it to surprise your most engaged customers, reward VIPs, or celebrate point milestones with more than a badge. Try this: Offer milestone gifts at certain point thresholds or reward VIPs with curated gift experiences that make them feel truly appreciated. 

‍Loyalty Is Built On Moments That Matter

Your customers might already be loyal, but appreciation is what will keep them coming back. Gifting is the spark that turns milestones into memories and transactions into relationships. 

Make appreciation and gifting part of your retention strategy, and watch loyalty grow. 

Ready to build loyalty that lasts? Let's talk about how Snappy can help. 

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