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Loyalty SystemsRetail & F&B·GCC — 3 countries·14 weeks to launch
Relaunching a regional retailer's loyalty program with a branded mobile app
Replaced a plastic-card program across 42 branches with a fully branded mobile app, wallet passes and a referral engine — lifting repeat purchase rate 38% in six months.
Client · Nourah Retail Group
Impact
Results at a glance
+38%
Repeat purchase rate
6.4×
Referral acquisition
184k
Active members
−52%
Cost per acquisition
The challenge
- 1Plastic loyalty cards were being lost, forgotten or duplicated at the till.
- 2Marketing had no first-party data on high-value customers.
- 3Each branch ran its own promotions with no unified view of performance.
- 4Referral behaviour existed informally but was never captured or rewarded.
Our approach
- 1Two-week discovery covering branches, cashier flows, POS and existing data warehouse.
- 2Segmented the base into six behavioural cohorts to shape earn/redemption rules.
- 3Ran a controlled pilot in 4 flagship branches before national rollout.
What we built
- 1iOS and Android app fully branded to the client's identity system.
- 2Apple Wallet and Google Pay passes for one-tap access at the counter.
- 3QR-based earn and redemption integrated with the existing POS.
- 4Referral engine with tiered rewards and automated fraud checks.
- 5Real-time analytics dashboard for HQ and per-branch performance.
Results delivered
- 184,000 active members onboarded in the first two quarters.
- 38% lift in repeat purchase rate versus the pre-launch baseline.
- 6.4× increase in referral-driven acquisition.
- 52% reduction in blended cost per new customer.
- Marketing team runs weekly cohort campaigns without engineering support.
"We finally know who our best customers are. The referral engine alone paid for the project in the first quarter."
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