The Ultimate Guide to Loyalty for Multi-Unit Retailers
The 2026 Loyalty Playbook
Unlock the strategies driving retention and revenue growth for leading retail brands. Learn how to build programs that go beyond discounts to create real relationships, smarter personalization, and long-term growth.
of consumers get frustrated when a brand doesn't deliver a personalized experience.
revenue lift for brands that leverage data for personalization.
increase in marketing ROI from data-driven personalization.
What's Inside
A practical framework for modern loyalty
Eight chapters that build a complete framework for developing, evolving, or modernizing your loyalty program.
The Evolution of Loyalty
How brands are moving from transactional rewards to behavioral engagement that drives measurable growth.
Data-Driven CRM Frameworks
Practical models for unifying customer data and activating personalized journeys through Salesforce Marketing Cloud.
AI & Predictive Personalization
How to identify high-value customers and optimize lifetime value through automation and intelligence.
Integrated Media Activation
Turning loyalty insights into targeted, omnichannel engagement that deepens customer connection.
Behavioral Loyalty
The data engine behind behavioral loyalty
The foundation of behavioral loyalty is data intelligence. It's the ability to unify behavioral, transactional, and emotional signals across channels to paint a complete picture of the customer. By capturing signals across digital and physical touchpoints, brands can identify not only who their best customers are, but also how they interact and what motivates them.
Increasing customer retention rates by 5% increases profits 25% to 95%
The brands that win in the next decade will be those that stop treating loyalty as a punch card and start treating it as a relationship. Loyalty is no longer about rewarding the past. It's about shaping the future of customer engagement.
Andy Locke
Partner & Director of Strategy & Data
Our team
Meet some of the team behind our CRM and loyalty work
Strategy, data, creative, and production working as one team, so nothing gets lost in the handoff.
Andy Locke
Partner, Director of Strategy & Data
Leads all strategic initiatives, turning complex customer data into CRM and loyalty program insights across segmentation, lifecycle marketing, attribution, and applied AI.
Brian Langston
Co-Founder & CTO
Leads the Production team in architecting CRM ecosystems and scalable omnichannel systems, with a background in data engineering, software development, and marketing automation.
Sara Shumaker
Account Director
Leads complex marketing programs from strategy through execution, with a PMP certification and experience across food and beverage, professional services, and luxury construction.
Hannah Gallagher
Account Manager
Manages strategic campaigns that blend data, storytelling, and audience insights, bringing structure and creativity to account management and strategic planning.
Tim Hart
Email Development Manager
Builds the dynamic, personalized email architectures behind client CRM & loyalty programs, with Salesforce, Braze and Litmus certifications.
Katie Scott
Art Director
Leads creative strategy across CRM, digital, and omnichannel campaigns, specializing in design systems, creative direction, and loyalty marketing design.
Personalization only scales when data is unified
Download our free Loyalty Playbook to see how your CRM becomes a true growth engine.
