Digital Wallet Overview

Wallets refer to the integration with Apple Wallet and Google Pay, allowing customers to store a digital version of their loyalty card. This sits in the retention stage, keeping your brand easily accessible in the physical world without requiring the app to be open.

Why it matters

Impact Area	Business Value
Revenue	Increases 'impulse' redemptions by having the loyalty card readily available at the point of sale via lock-screen notifications.
Efficiency	Eliminates the cost and environmental waste associated with printing and distributing physical plastic loyalty cards.
Customer Experience	Provides a frictionless experience where customers don't have to search for an app while standing at a busy checkout counter.

⚠️
Risk if ignored — High friction at checkout leads to customers declining to identify themselves, resulting in 'blind' transactions and lost data.

Example use cases

Proximity Alerts — Triggering a lock-screen notification when a customer with a digital wallet card walks near a physical store.
Quick Scan — Allowing a cashier to scan a QR code from the Apple Wallet to instantly apply a customer's discount.
Dynamic Balance Updates — Real-time updates to the point balance displayed on the wallet card after a purchase.
Push to Wallet — Enabling customers to save specific one-time-use coupons directly to their mobile wallet for easy access.

How to measure success

✅
Key Performance Indicators

Primary KPI: Wallet card 'add rate' (percentage of members who add the card to their device).

Secondary KPIs: Usage rate of wallet cards vs. app-based QR codes.

Governance & Operations

Guardrails: Monitor for high 'remove' rate if proximity notifications are too frequent or intrusive.

Review Cadence: Weekly for the first month, then monthly.