Case Study: America’s Leading Retailer Launches a New Loyalty Program with Point B

Launching a New Loyalty Program for a Leading Retailer

The client, America's Leading Retailers, an anonymized major retailer, wanted to launch a high-stakes new loyalty program for a specialty department, a complex initiative requiring coordination across numerous company channels and workstreams. They engaged the vendor, Point B, to manage the program's successful launch.

Point B created a clear governance structure using a RACI approach to define roles and establish a critical path. They empowered the Corporate Loyalty Team with decision-making ownership to move past a consensus-driven culture and conducted risk assessments for IT and store readiness. The result was a successful launch that equipped the client with valuable customer data for future strategy. A client representative stated that Point B "brought order to our chaos" by skillfully navigating stakeholder relationships.