The story
Building an experience that starts long before checkout
Shop Santé is one of Quebec’s leading sports nutrition and supplement retailers, serving customers across multiple retail locations and online. From protein, creatine, and amino acids to everyday vitamins and healthy snacks, the brand is built around helping people live healthier, one goal at a time. But for Shop Santé, the relationship with a customer was never meant to end at the register. Giving back and building genuine loyalty are core to who they are, so they turned to Smile.io to turn every purchase into part of a bigger experience.
The challenge
Giving back to customers, one purchase at a time
One of Shop Santé’s core values is giving back to their clients and building real customer loyalty. Launching a loyalty program with Smile was a way to reward customers for coming back while encouraging them to keep buying. It’s their way of showing that Shop Santé isn’t just a place you walk into, buy something, and leave. The goal is to deliver an experience, and the loyalty program is a central part of it, sitting alongside all the other options they give customers to feel taken care of.
Our customers are obsessed with their points. They came back to us because they could get discounts. We created this comeback. Not just selling something once, but creating this reason to come back in store and online.
The solution
Points turned one-time buyers into regulars
The biggest shift after launching wasn’t in a report, it was in customer behavior. Customers became genuinely obsessed with their points. They started coming back specifically because they could earn and redeem for discounts, and that created a comeback the team could feel. Loyalty turned one-time buyers into repeat customers, giving people a real reason to return, both in store and online, instead of Shop Santé selling something just once.
What the program gave Shop Santé:
- A loyalty experience that reflects the brand’s core value of giving back to every customer
- Stronger customer retention as members return specifically to earn and redeem points
- More repeat purchases across both the online store and physical retail locations
- A standout freebie: customers redeem points for shakers and bottles, then come back to buy more
The stack
Shopify
The results
Redeemers spend 362% more and buy 13x more often
The comeback shows up clearly in the numbers. Across the last 12 months, loyalty members make up 95% of Shop Santé’s customer base, and the customers who actually redeem their points are the brand’s most valuable by far, spending and buying at a completely different level than everyone else.
The freebie became a phenomenon of its own. Shop Santé started letting customers redeem points for shakers and bottles, and it took off. Customers constantly want shakers with their points, and the team believes it sold more of them as a result: someone redeems one, likes it, and then buys another. As the customer service team puts it, people are going crazy over them.
Why Smile
When the comeback speaks for itself
For Shop Santé, loyalty was never about a single transaction. It was about giving back to customers and turning every visit into part of an experience. Smile.io made that possible with an easy-to-run points and rewards program that customers genuinely love, from chasing their points to redeeming for freebies they come back for again and again.
When your loyalty program gives customers a real reason to come back, the comeback speaks for itself.
