How Plein Boosted Order Frequency and Customer Value with Loyalty Engage

Plein is the go-to online retailer for all your household essentials — from personal care to home, pet, and family products.
Despite a strong assortment and steady customer inflow, Plein faced a familiar challenge: customers bought from them, but not frequently enough. The order frequency lagged behind its potential, meaning a large part of the customer base wasn’t fully utilized. At the same time, Plein wanted to increase revenue per customer without pushing up the average order value, which typically remained stable.

The goal was clear: increase buying frequency and customer lifetime value, while keeping margins healthy and customer experience personal

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The Solution

With Loyalty Engage, Plein launched a strategic loyalty program designed to reward repeat purchases, engagement, and customer interactions. The solution included:
- Personalized incentives for repeat orders
- Exclusive limited-time rewards
- Automated reactivation flows for inactive customers
- Behavior-based segmentation to target customers with tailored offerings

Customers who purchased less frequently received additional motivation to return, while active customers were rewarded for their ongoing loyalty. Because the loyalty program was fully integrated with Plein's CRM, the team could send relevant, timely messages via email, app notifications, and inside the loyalty portal — increasing engagement without overwhelming the customer.

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The Results

After implementing Loyalty Engage, Plein saw strong, measurable improvements across key KPIs:
- Order Frequency: +12.5% increase compared to the control group.
- Average Revenue per Customer: +11.5% uplift.
- Average Order Value: remained stable across both loyalty and control groups.

These results show that the revenue growth comes from more repeat purchases, not larger baskets — a sustainable model that strengthens margins while deepening customer loyalty.

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Customer Quote

“Thanks to Loyalty Engage, we’ve seen a real shift in how customers interact with Plein. They’re not only ordering more frequently, but we see them viewing us as their go-to partner for household essentials. And we’re achieving this without needing to push average basket sizes — the value comes from repeat behavior. The platform allows us to activate customers in a focused and relevant way, and our campaigns have become much more effective.”— Esmee van Kralingen, CRM Marketer at Plein

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