Growth · Retail & Loyalty · 2026
More members. More engagement. One connected program.
A specialty retailer with 35 locations needed loyalty and email to work as one growth engine across online and retail.
What moved
- 350k
- members reached
- >40%
- email open rates
- ~4%
- click-through rate
The audience was there. The experience was fragmented.
Online and in-store loyalty operated differently. The program was complicated, customer benefits were unclear, and restrictive marketing rules limited the ability to rely on paid channels.
Simplify the program, then build an owned channel around it.
We connected loyalty across ecommerce and 35 retail locations, simplified the program, and introduced sign-up offers and member-only benefits.
Email became the primary communication channel. Frequency increased to two to three emails per week, supported by a stronger mix of content, product stories, and offers.
Membership reached 350,000. Email open rates exceeded 40%.
Click-through rates reached approximately 4%. The business built a direct, engaged customer audience and a scalable owned channel in a highly restrictive marketing environment.
Results are directional to protect client confidentiality. Client and identifying details are intentionally withheld.
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