Loyalty
The Problem
Acquisition gets the budget. Retention gets the leftovers.
But keeping a customer costs a fraction of finding a new one, and most loyalty programs are either neglected or running on autopilot.
Points that don’t change behaviour. Tiers no one understands. Programs that cost money without proving they earn it back. If you cannot clearly demonstrate the incremental value your loyalty program drives, it is time to take a closer look.
What We Do
We identify whether a loyalty program is right for your business, build new programs from scratch, and optimise existing ones from end to end. Everything is grounded in your data and built to deliver measurable results.
Loyalty Strategy and Build
New program or existing one, we handle the full scope: research, financial modelling, program structure, and implementation.
Loyalty Program Review
Already have a program? We assess whether it is driving incremental value or just costing money. Member vs non-member analysis, incrementality testing, and clear recommendations.
Covert Loyalty
Not every business needs a formal loyalty program. We design surprise and delight initiatives and covert loyalty tactics that build genuine customer affinity without the overhead of points or set rewards structure.
Commercial Modelling
Before anything launches, we model the financial case. What it will cost, what it should return, and when.
Performance Optimisation
Continuous improvement based on real data. We monitor, test, and refine so programs improve over time.
Real projects. Real outcomes.
A loyalty program live for years. But was it actually working?
Customr dug into the true incremental value of Adore Society across cohorts, tiers, and redemption. Built the roadmap that became the foundation for a full program relaunch.
From our clients
Here’s what they shared about their experience working with our team.
“Working with Customr feels less like engaging consultants and more like having an extension of our own team. They have contributed meaningfully to the strategic direction of our loyalty program, while also rolling up their sleeves to help deliver it. Their ability to balance long-term vision with day-to-day execution has been instrumental in progressing our loyalty goals.”
“Customr has worked with GRB for three years as a true extension of our eCommerce and CRM team, shaping our CRM strategy, automation flows, segmentation and eDM mapping, and driving how our Loyalty Program plugs into Emarsys and our ERP. They are genuine CRM experts: experienced, practical and proactive in working towards our business goals.”
“Customr have been an invaluable partner in helping us get behind the hood of our CRM platform. Their expertise across omnichannel optimisation, tracking and reporting frameworks has given us far greater clarity and confidence in how we use CRM to drive commercial outcomes in a way that aligns with our brand and customer expectations. The team is genuinely invested in long-term success and operates as a true extension of our internal team.”
“Customr took the time to deeply understand our systems, structure and ways of working, uncovering valuable member insights through a data-led approach. Their work provided a clear roadmap for both immediate improvements and long-term growth, and they rolled up their sleeves to help execute key initiatives, bringing a truly collaborative approach throughout.”
Not sure if a loyalty program is right for you?
That is exactly what the first conversation is for.
