How a retail loyalty
program increased order
value by 40%
Industry
Retail
Capabilities Used
Problem
Turning basic CRM into a complete loyalty program
A large North American retailer was lacking a state-of-the-art loyalty program
They had a customer relationship management (CRM) system that delivered tier-based offers, but lacked a point system or rewards. The retailer wanted to create a more engaging loyalty program that would integrate with their existing CRM system.
Approach
Integrating the SessionM loyalty platform with existing technologies
The retailer used SessionM to deploy an expanded loyalty program, including spend-based points that could be redeemed for discounts, exclusive tiers for top customers and product category bonus-point promotions.
SessionM integrated directly with the retailer’s CRM system, giving the retailer a 360-degree view of their customers, and enabling email campaigns with more advanced segmentation, leading to improved personalization and campaign profitability .
RESULTS
Improved campaign performance grows loyalty and spend
With SessionM, the retailer launched an expanded loyalty program integrated into their CRM system that enabled higher customer engagement and improved email campaign performance. The expanded program led to:
15%
year-over-year growth in loyalty program membership.
40%
year-over-year increase in average order value.
