Challenge
Despite strong sales, NutriSnax faced a familiar FMCG problem: low switching costs and rising competition. With new snack brands entering the market every month and cheaper alternatives being pushed by retailers, customers often switched without hesitation. Since most of its sales occurred through retailers and marketplaces, NutriSnax had almost no visibility into who its buyers were, how frequently they purchased, or when they were likely to switch to another brand.
Solution
By joining Earnex, NutriSnax built a receipt-based loyalty programthat worked seamlessly across retailers:
- Cross-Retailer Tracking : Customers uploaded invoices from both online and offline purchases, giving NutriSnax verified, aggregated purchase data for the first time
- Milestone Rewards : The company set a 10% reward for every ₹500 a customer spends across purchases. This encouraged customers to not switch to cheaper alternatives as sticking to NutriSnax would get them a cashback reward in the future.
- Retention Nudges : Earnex flagged at-risk customers and triggered personalized offers or reminders (e.g., “Try our new magic masala chips and get 10% off”) before they switched away.
- Insights Dashboard : For the first time, NutriSnax gained access to purchase frequency, churn risk, and category-level insights.
Impact
Earnex flagged 35% of NutriSnax customers as at-risk buyers who were switching to competitors promotional offers and sent them a 10% discount coupon for buying through the NutriSnax website.
15% of the customers who were loyal to the brand got a "try new makhane flavour" notification to promote the new offering and to get their feedback.
The hibernating buyers (those who had not purchased from NutriSnax in a while) got a reminder "Time to stock up on your favourite snacks. Order now and get free shipping on your order!" to nudge them into buying again.
NutriSnax saw their customer lifetime value increase by 2x and saw a five times higher repeat purchase rate. It also noticed that customers were less attracted by cheaper alternatives and chose to buy products from NutriSnax. These offers were redeemable on the NutriSnax website which made customers who bought through other retailers order directly from the brand.
When the company wanted to introduce new variants of chips, the Earnex dashboard showed them that their typical customers preferred flavours like sour cream and onion or chipotle southwest, allowing the company to make a more informed decision.