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The Loyalty Code

Within this report, we explore how digital acceleration and the Covid-19 pandemic have changed the way we shop. Through surveying UK consumers and conducting interviews with market-leading businesses, we have unlocked the combination to everlasting customers in a digital world. The Loyalty Code gives you the keys to transforming customer value and retention in your business.

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The Loyalty Code

What we do

We design customer propositions that earn lifetime loyalty. We’re experts in the design of Memberships & Subscriptions for Media organisations and launching new D2C businesses. We help established retailers respond to the threat of D2C businesses disrupting their product categories and subscriptions changing the way their customers shop. We bring a fresh perspective to how loyalty schemes can be used to engage customers and partner with clients to reinvent the loyalty mechanics within their business.  

Some of our work

Creating a new approach to new business model exploration for a top beauty player
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Customer segmentation to drive marketing, menus and in-store experience
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Setting a consumer first revenue strategy

Evolving the Tate’s membership propositions to increase diversity and reduce churn
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A customer journey led approach to better understanding, engaging and retaining customers
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Shifting focus from revenue to engagement across the organisation  

Get in touch

Sam Jordan

Sarah Neely

Sarah heads up our CX and Loyalty Practice and has led major engagements with Fox, Coty and Wagamama. Her skill set includes customer growth strategy, high-performance experience development, and proposition innovation.