
Success Story
Loyalty Analytics & Customer Engagement for Major Convenience Retailer
Client
Major Convenience Retailer
Client Challenges
- Large convenience store operator with two loyalty programs wanted to understand the impact of each on their bottom line as well as provide on-going analytics to measure 5-year customer value within each program
Solutions Delivered
- Provided project management, subject matter and data science expertise for all aspects of loyalty analytics and customer engagement project
- Developed data analysis and insights on 2 years of loyalty and non-loyalty customer data (transactions)
- Made recommendations on current and future data collection and management opportunities for loyalty
- Created customer value metrics for both loyalty programs across a broad range of metrics, including Recency, Frequency, Money (RFM), as well as decile customer segmentation for customer engagement
- Jointly developed loyalty dashboard and on-going analytics to measure effectiveness of current and/or future programs
- Provided insights on impact of past customer engagement efforts as well as recommendations for future loyalty program enhancements
Business Impact
- Understanding of true value of loyalty programs and impact on fuel and inside sales
- Identification of total loyalty costs associated with both programs
- Data insights to drive future collection and reporting
- Analysis of customer engagement to identify opportunities for enhancement
- Detailed customer segmentation analysis to drive customer engagement and future loyalty program enhancements
- Loyalty dashboard and on-going analytics to measure programs
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