This Manuka honey brand had built decades of trust through craftsmanship, transparency, and product integrity. But while the brand was premium, its customer experience had not kept pace. Post-purchase engagement was shallow. Loyalty felt transactional. The brand also faced growing pressure to protect authenticity across expanding retail channels.
The result was a fractured connection with consumers. Retention was falling. Customer acquisition was getting more expensive. And trust was harder to reinforce at scale.
The brand was ready to modernize its customer experience and safeguard its product standards without compromising its positioning or operational agility.
How Valus Loyalty and Track & Trace Reinforced Growth and Trust
Knoativ deployed two tightly integrated solutions: Valus Loyalty and Track & Trace. Together, they addressed both the emotional and operational layers of the business.
Valus Loyalty helped redesign the post-purchase relationship.
Customers were no longer just rewarded for purchases. They engaged in content-based journeys, personalized touchpoints, and tiered loyalty milestones that built emotional connection.
Track & Trace brought transparency and assurance.
Each product unit was verified with a unique digital ID, allowing customers to authenticate their purchase instantly. The brand could monitor product movement across its ecosystem, identifying hotspots for fraud, delays, or grey market activity.
Together, these solutions helped the brand show up as both human and secure.
What the Experience Delivered in Practice
New customers experienced smoother onboarding and faster access to verified rewards.
Returning customers received milestone-based incentives and personalized product suggestions.
Shoppers could now:
- Verify product authenticity in seconds
- Register products for warranty or content unlocks
- Earn rewards by interacting beyond the point of sale
- Build a trust-based relationship with the brand over time
Valus Loyalty fed all of this into the brand’s CRM. Track & Trace ensured transparency at every step.
The experience finally matched the brand’s reputation.
The Results That Mattered Most
In less than a year, the brand achieved significant impact.
- 25% revenue growth year over year. Digital sales grew from NZD 2M to over NZD 4M
- 25% lower customer acquisition cost through more personalized journeys
- 30% faster order fulfillment enabled by supply chain visibility
- 20% uplift in customer retention driven by trust, identity, and content engagement
Valus Loyalty and Track & Trace helped redefine how the brand connected with its audience.
The retail brand stopped guessing who was buying. It started understanding.
Where the Brand Goes from Here
With this new foundation, the brand is expanding authenticated journeys to new markets.
Track & Trace will support sustainability tracking and digital warranties. Valus Loyalty will evolve into lifecycle-based customer engagement, helping the brand grow share of heart and repeat frequency.
There was no need to reinvent what made the product premium.
The brand simply enhanced how that premium promise was delivered, verified, and remembered.
That made all the difference.
