Consumer Case Study

Loyalty programme planning for a multi-market consumer brand

A consumer brand wanted to design a loyalty programme that could scale across markets without becoming too complex to launch or manage.

Challenge

What needed solving.

The brand had repeat customers but no clear loyalty model, limited first-party data use, and no shared view on what the programme should drive commercially.

Approach

How we worked.

✓Defined the role of loyalty within the broader customer strategy and retention model.
✓Designed an earn-burn structure, engagement logic, and reward framework aligned to customer behaviors.
✓Connected programme mechanics to customer data capture and future CRM activation needs.

Outcomes

What changed.

—Clearer loyalty proposition and programme structure
—Stronger alignment between customer value and reward logic
—A more realistic launch roadmap across teams and markets
—Better readiness for retention-focused CRM execution

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