Case Study: Journeys

Overview

Journeys, a well-established retailer, sought innovative strategies to boost repeat purchases and enhance customer engagement. The goal was not only to increase the frequency of purchases but also to expand the visibility of the brand among customer peer groups.

The PROBLEM

Journeys needed to develop a loyalty program that could encourage recurring purchases and expand their customer base. Key requirements included a strong branded experience consistent with their existing site, flexibility to integrate legacy customers seamlessly, compatibility with mobile apps, and omni-channel visibility to enable customers to use points both online and in-store.

The Solution

Journeys partnered with Marigold Loyalty (formerly Cheetah) for loyalty management and Vibes for mobile wallet integration. The marketAgility platform served as the central hub for communication between these technologies.

They developed a custom-branded experience that allowed customers to manage promotions, review loyalty points and tiers, and manage claimable rewards.

Additional features included custom shipping methods and automatic discounts for loyalty members, as well as APIs for real-time loyalty balance checks in stores.

The Impact

The launch of the loyalty program saw significant adoption, with more than 2 million loyalty members since its inception. This initiative not only positioned Journeys as more of a destination than a mere merchant but also increased brand exposure by rewarding social media posts and customer referrals. The program created additional channels for communicating upcoming sales and promotions to preferred customers, further expanding customer engagement and driving sales.