The Problem

Glue Store recently underwent a complete brand overhaul with a strong shift towards a younger, trendier audience.


Despite this shift, their loyalty program had stayed the same, using a simple loyalty model that focused more on standard discounting than on customer experience and beneficial shopper behaviour.

The Challenge

With engagement in the program waning, a new approach was required to encourage frequency, advocacy and brand affinity, so as to create truly loyal customers.


The solution needed to be fully integrated with existing eCommerce, ERP and POS systems and also needed to include implementation of new email communications and customer service tools.

Our Solution

Arkade designed and developed a customer experience focused loyalty program for a younger generation of fashion and tech-savvy shoppers.


An omni channel program with personalisation at its core. It allowed customers to earn their own individual rewards in order to trigger incremental interactions and purchases. 


New tools and processes were then created to ensure customers had a remarkable and memorable experience every time they interacted with Glue: in store, online and on mobile devices.

THE RESULTS

Members outperformed non-members in frequency and value
Significant lift in email channel engagement and conversions
Loyalty mechanics drove incremental purchases
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