Case Study: Harlequin achieves direct customer engagement and richer purchase insights with Loyalty360

Harlequin - Customer Case Study

Harlequin, the longtime publisher of romance and women’s fiction, faced a major marketing challenge: because it sold books almost exclusively through retailers it didn’t control, Harlequin didn’t know who its readers were, what they bought, or where they shopped. Loyalty360 presents Harlequin’s response — partnering with Stellar Loyalty to build the My Rewards program — to create a customer-centric loyalty solution that would capture preference and purchase data and deepen engagement with its fan base.

Loyalty360 outlines the solution: My Rewards combined preference surveys, receipt-scanning for purchase capture, personalized recommendations, activity-based points and experiential rewards, and predictive analytics to drive 1:1 experiences. The impact was measurable — ~30% of members redeemed rewards (10% multiple redeemers), 35% average monthly activity, a 25% rise in heavy/power users, >92% purchase rate for members active more than 10 days, members spending 1.5–1.9x more than non-members, program membership up 72% and total receipts up 93% in the first half — delivering clear ROI and richer retailer insights.

Harlequin