← The Value Gap
Closing the Value Gap · Conquest blindness
Loyalty & Referral
A focused audit of current loyalty and referral opportunity, designed to evolve or design programmes that drive higher-value growth through retention, CLV and advocacy.
How it works
Starting from scratch, or enhancing what exists
We review loyalty and referral programmes through commercial, strategic, brand and technology lenses to identify additional opportunities for growth — from defining the proposition to designing mechanics and tiers, benchmarking against competitors, and ideas to increase purchase frequency.
Case study · FMCG
Challenge. An alcohol ecommerce brand had a loose membership proposition with low engagement and unclear commercial value.
Approach. We designed a new set of tiers that made it more accessible, created a new programme identity, and identified new tech partners to support gamification.
Business impact
Reduced CPA
Increased CLV
Extended active purchase
Increased purchase frequency
Higher brand engagement