How do you measure loyalty programme ROI?

Incremental repeat purchase rate against a matched non-member holdout, not points outstanding or enrolment rate. We hold out a cohort in the first 90 days to establish the baseline, then attribute revenue against it on the shared dashboard. If the programme is not driving incremental repurchase, we redesign the reward structure before the annual renewal.

What platforms do you work with for loyalty?

LoyaltyLion, Yotpo Loyalty and Klaviyo native loyalty, in that order for most Shopify brands. The right choice depends on what you already have in place. If you are already on Yotpo Reviews, extending to Yotpo Loyalty is the fastest path. We do not recommend switching platforms without a specific capability gap driving it.

How do reviews integrate with paid acquisition?

Review content feeds directly into the paid creative briefs. Our creative team pulls specific product claims, common praise language and objection responses straight from reviews, then builds them into UGC briefs and ad copy on Meta and TikTok. Star ratings push into the Google Shopping feed for seller ratings. Reviews aren't only a retention metric. They're an acquisition asset.

Does a loyalty programme make sense for a low-frequency brand?

Not always. A points programme for a brand where customers buy every 18 months is hard to justify on ROI terms. For low-frequency brands we run a review and referral programme first. It costs less to run, gives a clear read on acquisition economics, and warms customers toward a second purchase without the full loyalty build.

Loyalty and reviews, tuned to when customers actually come back.

We design LoyaltyLion, Yotpo, Okendo and Klaviyo-native loyalty around your real repurchase cadence, not a generic points template. Enrolment, redemption and review performance sit on one dashboard, and a specialist fine-tunes the programme between every quarterly review.

WHAT WE DELIVER

Loyalty programme architecture

Tiers, points and rewards are designed around your actual repurchase cadence in Klaviyo and Shopify, so a customer who reorders every 120 days hears from the programme at day 90, not the week they sign up. Redemption, breakage and tier migration sit on your dashboard and get reviewed each quarter.

Review programme

Yotpo or Okendo review requests are connected to your post-purchase flow in Klaviyo, timed to delivery confirmation plus a buffer suited to the category. Open rate, submission rate and star distribution land on the same dashboard your team already works from.

Referral programme

Referral mechanics build into your loyalty programme for brands with strong NPS, reaching out at the moment satisfaction peaks, after a second purchase or a five-star review, not on day one. We test incentive structure and report referral cost against paid acquisition cost.

LTV cohort analysis

LTV is cut by acquisition cohort, loyalty tier and product category on your reporting dashboard. Programme return is measured against incremental repeat purchase versus a matched non-member group, not points outstanding.

Breakage and redemption modelled as a cost line, not an afterthought

Points liability, redemption rate and breakage get modelled explicitly, since an unfunded points balance is a real liability on the books, not just a marketing mechanic. Reward value is calibrated so the programme drives incremental repeat purchase without quietly becoming a discount scheme with extra steps.

Lapsed tier members re-engaged before they churn out of the programme

Members who stop redeeming or opening loyalty comms get flagged the same way a lapsed customer would in the broader lifecycle, not left to expire quietly. A tier at risk of churning out of the programme gets a targeted nudge, tier-appropriate, timed to their own cadence, before the points balance goes stale and the relationship goes with it.

ACCOUNTABILITY

What changes when we run it.

Loyalty economy built around your margin

Points, tiers and perks priced properly

Member-economics reviews a year

Matched cohorts against non-members

Platforms we build loyalty on

Okendo and Yotpo, chosen per brand

CUSTOMERS WHO COME BACKCUSTOMERS WHO COME BACKCUSTOMERS WHO COME BACKCUSTOMERS WHO COME BACKCUSTOMERS WHO COME BACKCUSTOMERS WHO COME BACK

PROOF

Brands where loyalty and reviews are already paying off.

A lifecycle programme rebuilt to earn its keep

Assembly Label

fashion

End-to-end customer retention overhaul.

A retention and measurement partnership refining the lifecycle programme and bringing online and retail into a clearer, shared view.

View case study

A real revenue channel

SIR.

fashion

Rebuilding retention into a real revenue channel.

A contemporary womenswear label needed a retention programme that recognised real customer behaviour across stores and online. We rebuilt the lifecycle stack, unified the data layer and turned repeat purchase into a measurable growth lever.

View case study

Multi-year omnichannel build

Salvos Stores

experience

Lifecycle and loyalty that turn op-shop customers into a known audience

A long-running partnership wiring point-of-sale into the lifecycle stack so a national charity-retail network can recognise, retain and reward shoppers across every store and inbox.

View case study

Step-change retention

Shona Joy

fashion

Retention and creative rebuilt around the bridal-and-event customer

A contemporary womenswear brand with a strong bridal and event customer needed lifecycle marketing that recognised them across long consideration windows. The work centred on segmentation depth and creative cadence.

View case study

OBJECTIONS

Common questions.

These are the questions clients ask before signing. Honest answers below.

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TALK TO THE TEAM

Talk to a strategist, not a salesperson.

A response within one business day.

50+brands

$750M+GMV

10+years