Tips to increase retention

Overview

Getting a customer to save your pass is the first step. Keeping them coming back is the whole point. The good news is that most of what drives retention in Worthify is already built in — you just need to make sure it is set up and working for you.

Make sure your foundation is solid first

Before anything else, check that these are in place:

• Your Reward Moments are enabled — especially Welcome new member, Thank you after a visit, and Bring customers back

• You have at least one redeemable reward that feels genuinely worth working toward

• Your staff are mentioning the pass and scanning every customer at checkout

If any of these are missing, retention will always feel like a struggle regardless of what else you do.

Set rewards customers actually want

The most common reason customers stop engaging with a pass is that the reward does not feel worth the effort. Ask yourself honestly — would you bother earning this?

• Make your first reward achievable. If it takes 20 visits to earn anything, most customers will disengage before they get there

• Offer something specific and tangible rather than a generic discount. A free item beats 10% off almost every time

• Add a higher tier reward for your most loyal customers so there is always something to work toward

Use your re-engagement Moment

Your Bring customers back Moment is one of the most powerful tools in Worthify. A customer who has not visited in 30 days is not necessarily lost — they might just need a nudge. Set this up with a personal message and optionally attach bonus points to give them a reason to come back today rather than eventually.

Send announcements with purpose

Your Announcement Moment lets you send a one-time message to all your customers. Use it when you have something genuinely worth saying:

• A new product or seasonal item launching

• A new reward added to your program

• A special offer for your pass members only

• A milestone you want to celebrate with your community

Do not send announcements just to send something. Every message is a chance to reinforce that being on your pass is worth it — or to remind them it exists if you overdo it.

Make customers feel like insiders

The businesses with the strongest retention treat their pass members like a community rather than a database. A few ways to do this:

• Give pass members early access to new products or seasonal launches before announcing publicly

• Run occasional pass-only offers that are not available to walk-in customers

• Use your Moments messaging to feel personal and warm rather than promotional

Watch your dashboard for early warning signs

Check your customer segments regularly. Customers move from active to slipping to at-risk to lapsed over time and catching them at the slipping stage is much easier than trying to win back someone who has been gone for months.

When you see customers moving into the slipping or at-risk segment, use your Bring customers back Moment or send an Announcement with a targeted reason to return.

Retention is not about sending more messages. It is about sending the right message at the right moment. Worthify automates most of this for you — your job is to make sure the rewards are worth it and the experience at your counter is good enough that customers want to come back anyway.

FAQs

How do I know if my retention is good or bad? Check your dashboard for return visit rates and customer segment breakdowns. If you are seeing a lot of customers moving into at-risk or lapsed it is a sign your re-engagement Moments need attention or your rewards need to be more compelling.

How often should I add new rewards? There is no fixed rule but refreshing your rewards once or twice a year keeps the program feeling alive. A new reward is also a great reason to send an Announcement.

What is the ideal points threshold for a first reward? It depends on your average transaction size and visit frequency but a good rule of thumb is to set your first reward at something a regular customer could earn within 4 to 6 visits. Anything beyond that risks losing people before they get there.

Can I give bonus points to specific customers manually? Contact our support team if you need to make manual point adjustments for specific customers.

Next steps

Setting up Reward Moments
Adding and editing redeemable rewards
Understanding your dashboard metrics