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