Libas is one of India’s most recognised ethnic apparel brands, serving a wide customer base across occasionwear, everyday essentials, and festive collections. As the brand scaled, it faced a question that most growing e-commerce businesses eventually confront: how do you turn a one-time buyer into a loyal customer?
Libas wanted a loyalty program that moved beyond sign-ups and point accumulation. They needed one that customers would actually use. They partnered with Flits to build it.
Most fashion loyalty programs suffer from the same structural weakness. Customers earn points on their first purchase, feel good about it, and then forget. The points sit idle. The brand carries a growing liability on its books without seeing the repeat purchases that make the program worthwhile.
Industry benchmarks place the average redemption rate at 13-15%. That means for every 100 customers enrolled, fewer than 15 are using their rewards. The rest carry a balance they will never spend.
What makes this harder to ignore is that most brands do not even reach that benchmark. The average mask show many programs are running well below it, generating points liability without generating purchases.
Libas needed to close that gap. The goal was not only to improve the sign-up count, but to design a program customers would return to, understand, and actively engage with.
Flits has proven itself to be an indispensable tool for managing customer accounts within Shopify stores, offering a seamless and intuitive user experience. As an avid user, I've found Flits to excel in both functionality and customer support.
What truly sets Flits apart is its exceptional customer service. Any issues or queries are promptly addressed by their knowledgeable and friendly support team. They go above and beyond to ensure that users have a smooth experience, offering clear solutions and quick resolutions to any problems that may arise.
Flits gave Libas a loyalty program built around simplicity and visibility. Every part of the customer experience was designed to make rewards feel immediate and worth acting on.
Customers could:
- Earn points on every purchase
- Track their rewards in real time through their dedicated account page
- Redeem points directly at checkout without friction
This reduced the effort required to use rewards and made the value of points clear at every stage of the customer journey.
Across a 30-day window from Feb–Mar 2026, Libas achieved results that significantly exceeded the industry average.
What these numbers reflect is not a spike from a single campaign or a small group of high-value loyalists. Nearly 23,500 orders in a single month were directly driven by redemption behaviour. That is broad, consistent engagement across a large portion of the customer base.
A redemption rate of ~45.8% means roughly one in four loyalty customers is returning specifically to apply their rewards. Each of those return visits is a purchase that might not have happened otherwise. At 23,495 redemption orders in one month, that compounds quickly into meaningful incremental revenue.
The 31.91% growth in redemption orders versus the prior period also signals that participation is accelerating, not plateauing. As more customers engage with the program, the compounding effect on repeat purchase frequency grows stronger.
Beyond revenue, high redemption signals something harder to manufacture: customers believe the program has real value. They are not only enrolled but engaged. That level of active participation reduces churn, raises purchase frequency, and builds sustainable long-term brand growth.
Libas demonstrated that apparel loyalty programs can drive genuine, measurable behaviour when built around ease and clarity. Points that are visible, simple to earn, and straightforward to redeem do not stay dormant. They bring customers back.
With Flits, Libas turned its loyalty into a program that translates into measurable customer behaviour, not only signups.
