Client stories

What programme teams noticed after the work

These notes refer to specific engagements—assessments, retention reviews, cohort briefings, and advisory sessions—not generic praise.

The assessment showed our “high engagement” members were mostly clearing points before expiry. That was uncomfortable to hear, but it stopped us from doubling down on another countdown campaign.

Aisha Rahman Loyalty Lead, regional F&B brand Membership Behaviour Assessment

We expected a thick report. What we got was shorter and more usable—especially the section that separated store outages from true member drop-off. One follow-up briefing would have helped our regional managers, though.

Marcus Tan CRM Manager, specialty retail Retention Pattern Review

The cohort briefing made it obvious that partner-app joins behaved differently from in-store joins in the first month. We changed the welcome reward for the partner channel after that session.

Priya Nair Programme Owner, beauty membership Cohort Engagement Briefing

Our advisory session caught a tier threshold change that would have punished long-standing members who earn slowly but redeem thoughtfully. We delayed the launch by two weeks and rewrote the communication.

Daniel Wong Head of Member Experience, hospitality group Loyalty Advisory Session

Digital Vertex Grid asked for cleaner event labels before they started. That preparation alone improved how our internal team talks about membership behaviour now.

Siti Farah Operations Analyst, grocery loyalty Membership Behaviour Assessment

Extended story: F&B points expiry pressure

A regional café loyalty app showed strong redemption numbers. The Membership Behaviour Assessment revealed that most redemptions clustered in the final five days before points expired. Active earners who redeemed mid-cycle were a smaller group than leadership assumed.

The team paused a planned “double points weekend” aimed at already-active redeemers and instead tested clearer mid-cycle rewards for members who had earned but never redeemed. Early follow-up visits rose among that quieter group over the next quarter.

Extended story: Partner-channel joins in beauty retail

A beauty membership programme asked for a Cohort Engagement Briefing after a partner-app acquisition drive. Partner joins enrolled quickly yet showed weaker first-month redemption than in-store joins.

The briefing traced the gap to a welcome reward that required an in-store visit within seven days—easy for walk-in members, awkward for partner-app joiners who lived farther from outlets. The programme extended the welcome window for partner joins and rewritten the first message to explain store pickup options.