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If you've tuned into TV or scrolled through YouTube recently, chances are you've come across advertisements for OnePass. This loyalty program, backed by the ASX retail and industrial conglomerate Wesfarmers Ltd (ASX: WES), has been prominently featured in Bunnings Hardware stores and OfficeWorks. The question on the minds of Wesfarmers shareholders might be: why is the company investing valuable capital in promoting this new initiative?
Navigating the ASX Retail Landscape
In a sector where competition is fierce, ASX retail stocks are continually innovating to capture consumer attention. Wesfarmers, a notable player in this space, owns a diverse portfolio, including Bunnings, Officeworks, Kmart, Target, and catch.com.au. It is in this dynamic retail environment that Wesfarmers is rolling out its OnePass loyalty program.
Unveiling OnePass
OnePass is a loyalty program accessible to customers across various Wesfarmers businesses, including Bunnings, Officeworks, Kmart, Target, and catch.com.au. For a monthly fee of $4 (with a 30-day free trial) or an annual fee of $40, members gain access to exclusive perks such as discounted prices, extra Flybuys points, free delivery, reduced Disney+ memberships, and early access to Black Friday sales.
Given the aggressive marketing campaign, shareholders may be curious about the benefits this loyalty program brings to them.
A Familiar Landscape
Wesfarmers isn't alone in its pursuit of customer loyalty through such programs. Competitors like Woolworths Group Ltd (ASX:WOW) with Everyday Rewards, Coles Group Ltd (ASX: COL) with Flybuys, Endeavour Group Ltd (ASX:EDV) with 'myDan's,' Adairs Ltd (ASX:ADH) with 'Linen Lovers,' and even Telstra Group Ltd (ASX: TLS) with 'Telstra Plus' are all part of this trend.
The Data Dilemma
The underlying rationale behind these loyalty programs is the value of consumer data. By encouraging customers to sign up, companies gain insights into individual buying behaviors. The privacy agreements allow them to track customer activity, enabling personalized deals, tailored recommendations, and the ability to adapt to consumer preferences. It becomes a mutually beneficial relationship where customers receive exclusive perks, and companies acquire valuable data to enhance their marketing strategies.
Wesfarmers' Perspective
In Wesfarmers' case, the company acknowledges the importance of OnePass in strengthening its customer offerings through data analytics and insights. The latest financial report for the 2023 fiscal year highlights the program's impact, including higher annual online spending, increased online transactions, and higher conversion rates for members compared to non-members.
The company has invested significantly in the development of OnePass, expecting a cost of approximately $70 million for the 2024 financial year. Despite the upfront expense, Wesfarmers believes in the long-term benefits and incremental advantages it brings to its diverse divisions.
The Bottom Line
While the initial cost might raise eyebrows, Wesfarmers sees OnePass as a strategic investment that aligns with industry trends. The program's ability to drive customer engagement, online transactions, and provide valuable data insights positions it as a catalyst for future growth. Shareholders, in the company's view, stand to benefit from this forward-looking initiative.
In a competitive landscape where customer data is a prized asset, Wesfarmers is taking proactive steps to secure its position and enhance shareholder value through the lens of OnePass. As the program continues to evolve, its impact on Wesfarmers shares remains a storyline worth following.
