Case Study: Luxury Retailer achieves tailored VIP experiences and increased customer spend with SessionM

Luxury Retailer - Customer Case Study

Luxury Retailer, a high-end brand, relied on a Private Label Credit Card program that covered only a small portion of its customers and provided very limited data, preventing the white‑glove personalization needed to compete in a saturated market. To create a tender‑neutral loyalty solution and better orchestrate customer data, Luxury Retailer turned to SessionM and its loyalty platform.

SessionM implemented a tender‑neutral loyalty program that ingests profile and transaction data to create a 360‑degree customer view, calculate lifetime value and churn risk, and deliver scheduled or behavior‑triggered personalized offers. The program rewards shoppers with points and thresholds (e.g., spend $350, get a $25 gift card) to increase visit frequency and drive incremental spend, and integrates with Salesforce Service Cloud so agents can view points, tiers and activity streams and act in seconds to issue points, upgrades and rewards — delivering measurable increases in engagement and spend for Luxury Retailer.