Paytronix looks at the changing loyalty landscape in 2025
Paytronix, a provider of customer engagement solutions for restaurants and retail operations, has released its 2025 Trend Predictions Report looking at how loyalty programs and technology will impact a range of retail operations in North America.
This year’s report finds that personalization is what is important to customers, where stopping in a convenience store is more than simply coming in to buy some goods or prepared foods. It is about having a personal experience and offering ways to shop that matches busy lifestyles.
Paytronix says 2024 was “saw that convenience stores were transforming how they engage with digital-savvy customers by prioritizing first-party online ordering, mobile-first experiences, and pump-to-store conversions. These strategies not only boost revenue but also strengthen customer relationships through seamless, personalized interactions.”
A key finding is that c-stores are putting more resources behind first-party online ordering solutions, where such solutions “customers spend 35% more per check. Owning the customer relationship not only boosts bottom-line revenue but also delivers invaluable data with which smart c-store owners are driving targeted promotions and long-term engagement.”
First-party online ordering solutions work best with today mobile-centric consumer who use today’s smartphones and apps to do more of their shopping. According to Paytronix. mobile apps account for 34% of digital orders, and app users have a 45% higher lifetime value than web users.
“By prioritizing mobile integrations, convenience stores can offer seamless experiences that increase order frequency, build loyalty, and drive incremental visits,” says the report.
The building of customer loyalty and driving increasing incremental visits is especially important for c-stores that have gas operations, where the challenge is brining the customer from the pump into the store once the tank of their vehicle is filled.
By leveraging online ordering apps and tying them with loyalty programs, c-stores can increase pump-to-store conversions. “By offering rewards tied to online orders, they’re pulling fuel customers inside to grab fresh food, beverages, and snacks— boosting overall sales and building stronger customer relationships,” the report adds.
Gamification and AI are going to change loyalty programs for c-stores in the coming years. Gamification has the potential to increase visit frequency and spend. Challenges, badges, and tiered rewards create a sense of achievement, excitement, and fun for customers thereby encouraging customers to spend more time with the c-store and to spend more.
As AI technology becomes more commonplace, c-stores can use the technology to deliver hyper-relevant offers that resonate with individual customers.
