Customer research for ‘loyalty program’ design

#1 toys’ retail chain in the region
#Case study


The business task was to determine the strategy for customer loyalty program development for Top Toy Retailer


For new loyalty program design process, we started from conducting a qualitative (in-depth interviews) and quantitative research among the existing customers and competitors to define insights about loyalty program perception and overall experience with brands. Based on analytics of key factors influencing buying decisions and the importance of loyalty program components, we design a set of recommendations to change the existing one.


New version of loyalty program designed, including gamification components focused on AOV & LTV growth


Craft Innovations successfully gathered insights from over 1000 qualitative and quantitative research respondents, enabling the company to modify their program. The team perfectly communicated the project, showcasing a high level of diligence. Overall, their business acumen was pivotal to success

  • Vadim Chomenko
  • Co-Owner at Bi