A large retail client was looking for a way to ensure their employees were fully equipped to talk about brand loyalty with customers. Their existing learning on loyalty was outdated, so the client came to us for help with revamping the program.

Gamifying a loyalty program

In order to create an effective program, we created a one-stop shop for all employees. This hub is the home for all learning, performance and rewards that help retail employees become more comfortable and confident when talking about the loyalty program.

The outdated program was recreated in short, easily digestible learning modules that were placed in the hub. These modules were gamified, allowing employees to start their own learning journey that was specific to them, their role and their brand in the parent company. As they complete missions that include learning, communications, quizzes and surveys, employees earn non-monetary stars that influence their status in the program as well as points that they can redeem for meaningful merchandise or experiences.

Level up the results

In the first year of the program, the client saw numerous results.

• Employee turnover decreased by nearly 50%.
• Employees logging into the hub and completing training enrolled 22x more customers in the program.
• Employees who received recognition through the hub enrolled 5x more customers in the program.
• Employees who redeemed points for merchandise and experiences increased customer enrollment by 43% after redemption.