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Loyalty SystemsWellness & Beauty·GCC·12 weeks
One customer identity across loyalty and appointments for a wellness franchise
Unified loyalty membership and appointment booking under a single customer identity across 28 locations — lifting member visit frequency 44% and average ticket 21%.
Client · Serene Wellness Franchise
Impact
Results at a glance
+44%
Member visit frequency
+21%
Average ticket
−37%
Booking abandonment
72
Member NPS
The challenge
- 1Loyalty and booking lived in two disconnected systems — customers had two accounts.
- 2Members lost points at branches that hadn't rolled the program out yet.
- 3Marketing couldn't target members based on service history.
- 4Franchisees resisted anything that added steps at check-in.
Our approach
- 1Started with the check-in flow, not the tech — designed it to remove steps first.
- 2Migrated existing loyalty balances with a validated matching process before launch.
- 3Trained one 'champion' per branch to run the pilot week.
What we built
- 1Single customer identity across loyalty, booking and marketing.
- 2Branded mobile app with wallet passes, booking, membership and offers in one place.
- 3Service-based earn rules with automated tier upgrades.
- 4Behavioural segments feeding push, WhatsApp and email campaigns.
- 5Franchisee dashboard tracking member acquisition and revenue impact.
Results delivered
- 44% lift in member visit frequency in the first quarter.
- 21% growth in average ticket via tier-based recommendations.
- Booking abandonment fell 37% after the unified checkout.
- Member NPS reached 72 — the highest ever measured for the brand.
- Franchisees now request the platform as part of the onboarding package.
"Our members finally feel like they belong to one brand — not to whichever branch they walked into that day."
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