Founded in 2014, Ecigone quickly emerged as an award-winning vape store, recognized for its competitive pricing, weekly offers, and dedication to customer service. To deepen engagement with their customers and foster long-term loyalty, Ecigone partnered with Lipscore to capture actionable customer feedback, alongside Upzelo to implement a comprehensive loyalty program. These two platforms together offer Ecigone a unique opportunity to strengthen customer relationships while focusing on long-term retention.

Kevin Bull, CEO of Lipscore UK, noted, “At Lipscore, our goal is to help brands build genuine connections with customers. Partnering with Upzelo lets us take this to a new level, creating a seamless approach that drives both satisfaction and loyalty. It’s exciting to see this in action with Ecigone’s success.”

Implementing Lipscore and Upzelo

With Lipscore’s user-friendly interface, Ecigone quickly began capturing large volumes of authentic customer feedback, gaining valuable insights into their customers’ experiences and needs. Achieving an impressive 35% response rate, Ecigone found that customers were highly engaged and appreciated the opportunity to share their honest opinions.

Shane at Ecigone shared, “Lipscore has really helped us connect with our customers in a new way. It’s straightforward, engaging, and has given us insights we wouldn’t have had otherwise. Our response rate speaks volumes.”

At the same time, Upzelo’s loyalty solution allowed Ecigone to recognise and reward customers at various loyalty levels, creating a multi-tiered system that appealed to new and returning customers alike. The integration of both platforms enabled Ecigone to develop a cohesive approach to customer engagement and retention.

Darran, Co-founder of Upzelo, explained, “Upzelo’s focus is to keep loyalty and retention central to business strategies. Integrating with Lipscore means that merchants like Ecigone can reward loyal customers while capturing valuable feedback. Together, we’re providing tools that make a meaningful impact on customer loyalty.”

Key Results

Since implementing Lipscore and Upzelo in May, Ecigone has seen remarkable results that highlight the success of this strategic partnership:

• 35% Feedback Response Rate: Lipscore’s intuitive setup has driven a 35% response rate, offering Ecigone ongoing, actionable insights that inform service improvements and customer engagement strategies.
• Over 10,000 Feedback Items Collected: In just a few months, Ecigone has amassed over 10,000 pieces of feedback, playing a crucial role in refining their customer experience and service approach.
• Increase in Repeat Purchases: By rewarding loyalty through Upzelo’s multi-level program, Ecigone has seen a steady increase in repeat purchases, positively impacting both sales and customer retention.

Darran commented, “We’re thrilled with the positive feedback from Ecigone. They’re a testament to how well the synergy between feedback and loyalty can drive engagement and customer satisfaction. The fact that customers are engaging both with reviews and the loyalty program shows we’re on the right path.”

Shane at Ecigone further shared, “Adding both Lipscore and Upzelo has had a significant impact. Not only have we seen growth in our sales, but our loyal customers are returning more frequently than ever.”

Seamless Integration and Customer-Centric Engagement

Ecigone’s transition to Lipscore and Upzelo was seamless, requiring only a few clicks for setup. This efficiency allowed Ecigone to quickly start benefiting from the combined strengths of both platforms, creating a dynamic and engaging customer experience from the outset.

Darran highlighted, “Simplicity in setup was a key focus for us. For a brand like Ecigone, where customer experience is everything, we wanted to ensure they could hit the ground running without needing extensive technical resources.”

Looking Ahead

The partnership between Lipscore and Upzelo represents a powerful example of how customer feedback and loyalty rewards can work together to foster meaningful, long-term engagement.

As Darran from Upzelo concluded, “Get started today! As we can see from previous points, the relationship between loyalty and reviews is essential to driving customer acquisition and retention in a merchant’s business.”