Case Study: a U.K. retailer boosts member spend with ITA Group's integrated loyalty platform

a U.K. retailer boosts member spend 91% with ITA Group

The U.K. retailer, a donut and coffee shop chain, faced a challenge with its 2.5 million reward members disengaging and spending less due to a limited loyalty program. They partnered with ITA Group to revamp their strategy using the Horizon customer loyalty platform to create a more effective and integrated incentives program.

ITA Group implemented a personalized, multichannel points-based system that synced offline and online experiences, allowing customers to earn and redeem points across various channels. This solution, supported by targeted communications, led to a historic 91% increase in member spend versus nonmember spend and doubled member engagement, with new members increasing their annual spend by 144% after joining.