Case Study: Build-A-Bear achieves a guest-led loyalty experience with Merkle and Salesforce Loyalty Management

Build-A-Bear converts over 20 million loyalty records with Merkle

Build-A-Bear, a multi-generational global brand, sought to accelerate its digital transformation by implementing a new customer loyalty platform. The challenge was to develop core omni-channel digital capabilities to enable new rewards, promotions, and marketing experiences. Build-A-Bear partnered with vendor Merkle to implement Salesforce Loyalty Management.

Merkle implemented the Salesforce Loyalty Management platform across Build-A-Bear’s ecosystem using a phased approach. The solution automated promo and reward processes, reducing manual work. As a result, over 20 million loyalty records were converted to the new system. Merkle delivered the largest retail implementation of Salesforce Loyalty Management to date, providing a foundation for Build-A-Bear to innovate and expand its program.

Build-A-Bear