Background

Since its launch in 2014, Ecigone has become a leader in the vape industry, known for its competitive pricing, exciting weekly offers, and unwavering focus on customer service. To take customer engagement to the next level and foster long-term loyalty, Ecigone partnered with Lipscore for actionable customer feedback and Upzelo for a cutting-edge loyalty program. Together, these platforms have created a unique opportunity for Ecigone to deepen customer relationships and drive retention.

Kevin Bull, CEO of Lipscore UK, explained:

“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.”

How Ecigone Implemented Lipscore and Upzelo

With Lipscore’s intuitive platform, Ecigone started gathering authentic customer feedback right away. The results were striking: a 35% response rate and thousands of actionable insights that helped them understand and serve their customers better.

Shane from Ecigone shared his thoughts:

“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 program allowed Ecigone to recognize and reward customers at every level. The multi-tiered system appealed to both first-time shoppers and returning customers, seamlessly integrating loyalty and feedback into one powerful strategy.

Darran, Co-founder of Upzelo, shared his perspective:

“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 bringing on Lipscore and Upzelo in May, Ecigone has seen transformative results, reinforcing the value of this partnership:

• 35% Feedback Response Rate: Lipscore’s user-friendly setup has driven exceptional engagement, giving Ecigone a steady stream of insights to refine their customer experience.

• 10,000+ Feedback Items Collected: Ecigone’s ability to collect and act on this feedback has helped them enhance their services and better meet customer needs.

• Increased Repeat Purchases: Upzelo’s loyalty program has spurred more frequent returns, strengthening customer retention and boosting sales.

Darran shared his enthusiasm:

“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 agreed:

“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.”

Effortless Setup, Maximum Impact

Ecigone’s transition to Lipscore and Upzelo was smooth and efficient, requiring minimal effort to get started. This simplicity allowed Ecigone to begin reaping the benefits of both platforms almost immediately, delivering a better customer experience from day one.

Darran emphasized the importance of an easy setup:

“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 demonstrates how combining customer feedback with loyalty rewards can create a powerful, customer-centric strategy. Together, these tools are helping Ecigone foster deeper relationships with their customers while driving both retention and satisfaction.

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.”