Revamping Loyalty Rewards and Launching an End-to-End Friend Referral Ecosystem
A premium travel and lifestyle retailer rebuilt its loyalty program and launched a referral ecosystem on Salesforce, driving customer retention and acquisition across every channel.
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Project Summary
A premium travel and lifestyle retailer offering luggage, bags, and travel accessories through both online and physical retail channels in Thailand.
Products
What We Set Out to Build
Use Case
Revamping loyalty rewards and launching an end-to-end friend referral ecosystem to drive customer retention and acquisition.
Approach
Salesforce Loyalty Management paired with Marketing Cloud for tier-based rewards, referral coupons, and targeted campaign communications.
Go-Live
Targeted for August 2026, spanning storefront, loyalty tiers, and referral touchpoints.
Project Features & Highlights
Year-Round & Birthday Offer Uplift
Increased Silver tier discounts to 8% and implemented auto-issued, tiered birthday vouchers (up to 12%) with stacked spending multipliers.
End-to-End Friend Referral Ecosystem
Launched unique referral links enabling mutually beneficial 10% coupons for both inviters and invitees, valid across online and physical stores.
Extended Storefront Experience
Integrated referral entry points across the homepage, header, footer, and account pages, complete with seamless cart redemption and voucher reissue-on-return capabilities.
Automated Marketing Cloud Communications
Delivered 8 new campaign enhancements, including real-time tier upgrade/downgrade alerts, birthday EDMs, and targeted referral invitations.
Comprehensive Funnel Tracking
Implemented full Google Analytics (GA) tracking to monitor referral engagement, conversion rates, and overall loyalty program performance.
Business Impact
Enhanced Customer Retention
Upgraded year-round offers and automated, tiered birth-month rewards keep members engaged.
New Customer Acquisition
A seamless, omni-channel Friend Referral program drives growth through existing members.
Improved User Experience
Extended storefront touchpoints and automated coupon redemption remove friction at every step.
Increased Engagement Visibility
Targeted Marketing Cloud communications and full GA funnel tracking make performance measurable.
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