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Félix & Norton has been baking gourmet cookies in Montréal since 1985. Their mission is simple yet ambitious: craft the best homemade cookies in the world and spread joy with every bite.
Today, the brand sells cookies in five boutique stores across Canada, select grocery partners and a thriving online shop launched on Shopify in 2021 during the pandemic.
To deepen customer loyalty and boost purchase frequency, the team decided to introduce a membership program - one that would reward regulars while also being available through Shopify POS for in-store shoppers. After evaluating several options, they chose Love Loyalty’s Memberships feature to power their program, attracted by its seamless Shopify integration and ease of use.
As most of the companies’ sales are through their offline stores, they didn’t know much data about their customers so they needed the membership program connected to POS to have a better understanding of their regular customers' behaviour.
We had a chat with our friend Simon, who is Félix & Norton’s Chief Operating Officer and is responsible for all sales channels:
Simon and the team at Félix & Norton were looking for a simple yet effective way to create extra revenue while rewarding their most loyal cookie lovers so they decided to launch “The Big Chunks Club” - a membership program designed to delight regular customers and keep them coming back.
Members receive 10% off on their first order, followed by 10% cashback in the form of store credit on every future order. Plus, every new member gets six free cookies on their next order and an indulgent 12 cookies on their birthday (Re-occurence!) - the kind of perks no cookie fan can resist. The best part is that the staff in-store can easily upsell the membership with just a tap on Shopify POS. The benefits then are available both in-store and online.
To make the experience seamless, Félix & Norton also ensured that members can easily see their benefits right inside their customer account section.
After only 30 days of introducing the Big Chunks Club, they already experienced a higher returning customer rate and higher rate of repeat purchases of their regular customers:
They've only started to promote the Club and their plan is to double down on memberships through pitching it to customers in their physical boutiques and promoting it in their online store.
