When a collectible toy brand releases a new series or extends a character franchise into plush toys and keychains, it can introduce the products to existing customers. Loyalty teams use purchase records to define campaign audiences, while store associates use customer enquiries to plan follow-up.
Use purchase history to plan new-product campaigns
Loyalty teams can select audiences by intellectual-property franchise (IP), series, purchase date and frequency, then decide what to communicate and when to make contact.
When Series A gains a new release, previous buyers can receive information about the launch date, product range and ways to purchase. A plush extension of the same franchise offers an opportunity to explain materials and sizes and collect customer enquiries.
Transaction records for sealed blind boxes typically identify the series, not the character inside. Purchase history can therefore support series-level launch campaigns. Recommendations for a particular character should draw on previous enquiries or preferences the customer has explicitly expressed.
Organise associate follow-up around product enquiries
When a customer asks about availability, size or price, the associate records the product, contact date and next action so that the enquiry can be answered and followed up.
For example, a member who bought Series A asks when the plush version of Character B will arrive. The associate records the specific item and contact details, then responds after confirming the delivery arrangements.
| Customer information | Follow-up action |
|---|---|
| Has bought the relevant franchise or series | Consider the customer for a related new-product campaign. |
| Asks when a particular item will arrive | Record the item and arrange contact after arrival. |
| Asks about size, materials or other details | Have an associate explain the product and understand the customer's requirements. |
| Explains that the purchase is a gift | Offer suggestions based on the recipient, budget and gifting date. |
Update the follow-up record when the customer has purchased, changed their choice or no longer needs the item for now. This helps reduce repeated contact.
Coordinate campaigns and service follow-up through PEKON CRM
The PEKON Omnichannel CRM & Loyalty Platform supports tags and customer groups based on transaction, behaviour and interaction data, with WeCom services and staff-operated tasks to organise subsequent contact.
The loyalty team sets the campaign audience and contact plan. Associates handle enquiries and record customer requirements and follow-up progress. The use of franchise, series, character and product-format criteria depends on the available data, product configuration and system connections.
After a campaign, the team reviews execution records, customer responses and purchases, assigns outstanding enquiries, and uses the findings to refine future launches and repeat-purchase services.