Dear Vivo Community,
It’s hard to believe that it’s been over nine years since we started Vivo and began building the Vivo Community with you, our loyal clients. Each and every one of you has played a big part in that journey, and we are so grateful for the support and the patience that you have continuously afforded us.
As you know, 2020 has come with many significant challenges for individuals, families and businesses as a whole, and Vivo has not been immune to that impact. We initially closed our stores for a month in March / April, and focused on producing and selling reusable face masks that could help slow down the spread of COVID – 19. Fortunately we were able to re-open our stores in late April, and have been working hard ever since to continue producing masks, as well as keep the business alive, our customers happy and our staff members employed and safe every month.
One of the decisions we have had to make in this process is to discontinue our loyalty programme as it is currently set up. As you know, our loyalty programme has been a way for members to earn and/or redeem points with every purchase. However, at the end of this year we will be discontinuing the programme and would like to provide clarity on what this decision will means for you and all our loyalty members.
- All loyalty points that you have will remain valid until the end of the year and will be honoured in their full value. Please note, however, that all unused loyalty points will expire on 31 December, 2020. We therefore encourage you to use your points in the next few months.
- Secondly, in order to best manage the redemption of the loyalty points that you collectively hold, and to make the process as seamless and efficient as possible, starting from August 1, 2020 you will be able to redeem up to a maximum of 50% of the value of any Vivo purchase at any given time. Redemption can take place at any of our locations, including online (for Vivo products only).
- Thirdly, this is not the end! Just because we are discontinuing the programme as it is currently designed does not mean we will not continue to recognize, reward and engage with all of you going forward. We are thinking through and experimenting new and engaging ways of rewarding you, from give-away items to discounts, events and so much more. In this regard we would really value your input on how best you would like us to continue to engage with you. So please take a few minutes to give us your feedback and suggestions through this very short survey: bit.ly/2EKwlsN
We understand that you may have questions and concerns regarding the above. We have therefore developed a list of FAQs below, and if you have any further questions, please reach out to us through email at firstname.lastname@example.org or by phone at 0748 419357 or 0728 812541.
We look forward to hearing from you.
And lastly, thank you again for your business, your support and your understanding. We couldn’t have made it this far without you.
LOYALTY PHASEOUT FAQs
Q. Why can’t I redeem all my points without having to spend more
A. This is in order to manage the redemption of the large number of loyalty points that all the customers collectively hold. Starting from August 1, 2020, you will be able to redeem up to a maximum of 50% of the value of any Vivo purchase. Redemption can take place at any time and at any of our locations, including online (for Vivo products only).
Q. What if I’m unable to redeem my points because I’m out of the country?
Good news! we can ship items to you wherever you are! All you have to do is visit our website www.vivowoman.com to make a purchase and we’ll ensure that the items get to a location of your choice.
Q. Will the programme ever resume? Or how else will I get rewarded?
It may not come back in the exact current set-up but we’re busy thinking of new and exciting ways of engaging and rewarding you in future, including through special offer give away items, on-the-spot discounts and unique access to products, events and engagements. We also want to hear from you on ways you would like to engage as part of the Vivo community. What more would you like to see from us? How could we improve the products and service that we offer? What would make your overall experience with us even better? We welcome your feedback and suggestions. Please click on this link to a very short survey to give us your feedback bit.ly/2EKwlsN
Q. Are you going bankrupt?
Not at all. We’re just working our way back to recovery and phasing out the Loyalty Programme was one of the decisions that we have had to make as part of this process.
Q. How can I check how many points I have?
Our customer experience department can assist you with this. Feel free to call or text us on 0748419357. If already at a store, the sales assistant can confirm from the system how many points you have left.
Q. Will I get a notification after I have redeemed all my points?
The ETR receipt issued to you will indicate how many points you’ve used during that particular transaction. To find out how many points are left after purchase, the store assistant will be able to check on the system.
Q. What if I do not find something that I would like to purchase within the time frame you have mentioned?
If you do not find something you like at a particular store, we encourage you to browse through our website www.vivowoman.com to check out all the available styles across the business. We can then deliver the item to you via our Online store.
Q. Why can't I use my points to purchase some of the partner brands that you have on Shop Zetu or in the stores?
The points system was set up to award clients who purchase Vivo items and redemption is intended on the same. You can also check out all the exciting options available on our website www.vivowoman.com
Q. Is it possible for me to get my loyalty points or loyalty account statements? If so how?
Yes it is. Our ERP system keeps a record of all customer transactions.
Q. I’m still not happy with the decision taken. Who can I speak to?
We understand your concerns and welcome you to speak directly to our Customer Experience department. You can speak to one of our customer service representatives on 0748 419357. Or if you’d like to speak directly to a manager, here are the details.
Mimmo Wanjuhi : email@example.com / 0728 812541
Carolyne Njoroge: firstname.lastname@example.org / 0725 580995
Emily Gor: email@example.com / 0722856894