Case Study Summary
AV Science uses a small business AV retail loyalty program to reward residential customers, support repeat business, and add another reason for customers to return. In addition, the program gives the company a structured loyalty tool alongside its traditional sales and marketing efforts, with room to create greater value as the team uses it more consistently.
Company Overview
AV Science Inc. is an audio and video equipment retailer and integration company based in Rochester, New York. The company typically has four to nine employees, depending on business conditions, with remote salespeople in several states.
AV Science serves residential and commercial customers. For residential customers, the business includes home theater and audio and video equipment sales and integration.
To help motivate sales and encourage returning customers, AV Science launched a small business AV retail loyalty program using Preferred Patron Loyalty™.
Learn more about AV Science on their About Us page.
At a Glance
| Insights | This case study shows how a specialty AV retailer uses a loyalty program as a customer perk and sales motivator to support repeat business. |
| Client | AV Science Inc. |
| Industry | Audio and Video Retail and Integration |
| Locations | Rochester, New York, with remote salespeople in several states |
| Employees | 4 to 9 |
| Business Model | Residential and commercial audio and video equipment sales and integration |
| Loyalty Platform | Preferred Patron Loyalty™ Small Business Edition |
| Buyer Segment | Small Business Retail |
| Program Impact | Supports returning customers and customer loyalty while giving AV Science a structured sales motivator that can deliver greater value with more consistent day to day use. |
At a Glance: Small Business AV Retail Loyalty Program
The AV Retail Loyalty Challenge
AV Science already had a loyal customer base, but the company wanted another way to motivate sales and encourage customers to return. However, traditional advertising, including radio and television, had not produced the sales improvement the company wanted.
They needed a small business AV retail loyalty program that could:
- Reward residential customers
- Encourage returning customers and repeat visits
- Support sales without relying only on traditional advertising
- Add value to long term customer relationships
The Small Business AV Retail Loyalty Solution
AV Science chose Preferred Patron Loyalty™ to create a loyalty program for its residential and home theater customers. The program provides a structured way to recognize purchases, reward loyalty, and encourage future business.
The platform also gives AV Science tools to record customer activity and redemptions, helping the company make loyalty part of its ongoing sales process.
Core capabilities included:
- Customer rewards tied to purchase activity
- Purchase and redemption tracking
- Customer engagement and communication tools
- Repeat business incentives
- Reporting for loyalty activity
Implementation Experience
AV Science described the setup support as very helpful. In addition, the Preferred Patron team was available to assist throughout implementation, and the company described the service as very good.
“Very good service.” — AV Science
AV Retail Loyalty Program Results
AV Science already had a fairly loyal customer base before launching Preferred Patron Loyalty™. The program gives the company an added customer perk and a structured way to reward loyalty, with greater opportunity as the team uses the program more consistently.
Supporting Customer Loyalty
The loyalty program gives AV Science another way to recognize residential customers and reinforce the relationships the company has built over time.
Encouraging Repeat Business
Increasing returning customers and repeat visits were key goals for the program. As a result, rewards give customers an added reason to return for future audio, video, and home theater purchases.
A Clear Opportunity for Greater Use
AV Science also identified an important part of the program’s future potential. Staff has not always recorded purchases and redemptions consistently, which has limited the company’s ability to get the full value from the program. Because of this, the company plans to use the system more consistently going forward.
What This Means for AV Retailers
This case study shows how a small business retail loyalty program can serve as both a customer perk and a repeat business tool. For specialty retailers with longer purchase cycles, loyalty can provide another reason to stay connected with customers after the initial sale.
It also shows that consistent staff use matters. Recording customer purchases and redemptions gives a business more opportunities to reward loyalty, measure activity, and build the program into the normal sales process.
Looking Ahead
Going forward, the company sees the program as a useful customer perk and recognizes that more consistent use can help it get more value from the platform.
Client Perspective
“It is a good program if it is implemented and utilized.” — AV Science
AV Science also said it would recommend Preferred Patron Loyalty™ to other businesses.
Key Takeaways
- A loyalty program can give specialty retailers another way to reward existing customers
- AV Science uses the program as a sales motivator and customer perk
- Returning customers and repeat visits remain important program goals
- Traditional radio and television advertising had not improved sales for the company
- Consistent staff participation is important for getting more value from the loyalty program
- AV Science described Preferred Patron support positively and said it would recommend the program
Next Steps
Preferred Patron Loyalty™ helps small businesses and specialty retailers modernize customer engagement with rewards, communication, automation, and reporting. To learn how a small business retail loyalty program can support your organization:
Learn more at Preferred Patron Loyalty™.
About Preferred Patron Loyalty™
Preferred Patron Loyalty™ helps businesses increase repeat visits and strengthen relationships with loyalty marketing tools. Our platform supports automation, rewards, communication, and reporting that help businesses build lasting customer relationships. Learn more at www.preferredpatron.com.