Client
Major Convenience Retailer

Client Challenges 

• Large, multi-branded, convenience store operator wanted to implement a loyalty program to combat competitive pressure from grocery stores

Solutions Delivered

• Provided project management and subject matter expertise for all aspects of loyalty program strategy, development, implementation, training, analytics and customer engagement
• Conducted requirements and sourcing effort to select loyalty solution
• Developed program elements, budgeting, scorecards/metrics, reporting
• Tested/coordinated activities with major fuel brands & multiple Point of Sale (POS) providers
• Worked with loyalty provider to customize solution to meet requirements
• Developed training and implementation plan; conducted pilot across all fuel brands
• Worked with Marketing agency to create new “rewards” website, integrate APIs and create social media plans
• Implemented new customer engagement / campaign management strategy
• Provided on-going loyalty metrics analysis & reporting

Business Impact

• Significant increase in fuel gallons and inside sales of over 8% and 5% respectively for pilot stores
• 39% penetration rate for loyalty transactions
• Ability to seamlessly roll-out program to network in accelerated timeframe
• Significant registration and enrollment rate for customer engagement (over 50%)
• Client acquired and loyalty program remains in place and successful