Objective
- Fixing Communication Gaps: Establishing a formal loyalty email strategy (including Welcome, Rewards Reached, and Quarterly Reminder campaigns) to ensure customers consistently have access to their account details.
- Reducing Operational Liability: Curbing the issue of customers creating duplicate loyalty accounts due to lost credentials, which previously caused cluttered datasets and unintended bonus point liabilities.
- Driving Revenue: Leveraging Stirista’s CDP to deliver dynamic, personalized content that increases loyalty program engagement, rewards redemptions, and overall matchback sales.
Solutions
Based on our analytical insights on the client’s dataset, plus our industry knowledge, we recommended and launched the following email campaigns. These are all powered by the Stirista CDP built for the brand; without this, the campaigns and resulting success would not be possible.
- Loyalty Program Welcome Campaign – includes educational content on how the program works overall, along with their personal account details.
- Loyalty Program Rewards Reached Campaign – informational alert that triggers when a customer reaches another monetary reward milestone after a recent purchase. This displays their total current points balance and rewards amount in case they had an unused balance to begin with.
- Loyalty Program Quarterly Reminder – informational email for Loyalty Program participants so they are reminded of their points and rewards $ balances. This includes their loyalty account numbers for easy future reference on their next purchase online or in store.
Separate from the above campaigns, we also built a dynamic Loyalty Program banner that is used in their calendar email sends. This contains their points and rewards $ balances, along with their account numbers for easy reference. This information is updated nightly via our CDP so we’re always displaying their current balances as they fluctuate.
Having this information readily available also helps retail associates quickly look up their account details at the POS.
Results
Loyalty Program engagement, rewards redemptions and resulting sales for this brand skyrocketed.
The Quarterly Reminder email has repeatedly proven to be so successful in generating additional purchases, that the client recently requested that we change the frequency of this to deploy monthly instead of 4x/year.
2025 Success Metrics:
– All loyalty campaigns generated ~$522K in matchback revenue (keep in mind, these were built and launched a few years ago, so all revenue is pure profit)
– ~9,500 matchback orders were made from these campaigns alone
These metrics prove the value of these campaigns and highlight how vital it was for this brand to utilize Stirista’s CDP capabilities to capitalize on the Loyalty Program that they already had.
