Case Study: Major Retail Chain with Multiple Outlets achieves 16% loyalty gain and actionable store-level financial insights with Blueocean Market Intelligence (LiNK)

Leveraging a balanced scorecard for performance analysis to identify drivers of financial performance and deliver on brand promise

Major Retail Chain with Multiple Outlets Company engaged Blueocean Market Intelligence to develop a balanced scorecard that would reveal the drivers of store-level financial performance and ensure delivery of its brand promise (excellent service, product quality and a great shopping experience). The client needed to merge multiple past and present research studies, customer spending and employee metrics into a single linked database and analyze relationships at both the customer and store level; Blueocean used its LiNK platform and LiNK BI reporting to support this work.

Blueocean Market Intelligence built and validated a three‑phase model (business data review, LiNK data warehousing, and multivariate modeling) and delivered store-level LiNK BI reports, workshops and impact-planning toolkits. The work produced actionable insights — loyal customers spent 65% more on charge cards and were 50% more likely to join the loyalty program, loyalty scores improved by 16% to 26% over two years, and clear links were shown between employee metrics and store revenue — enabling managers to target improvements that drove measurable business impact.