An integrated, centralised customer management system that just happened to create globe-wide loyalty amongst GameStop gamers.
A centralised omni-view of all members and an integrated system that recognises and rewards in real-time across multiple channels.
EB Games Australia came to us with some objectives for managing their customers. They wanted to understand customers better, understand their stores better, maximise reward, minimise friction and avoid points & discount rewards that harmed their bottom line.
After huge Australian success, CX Lavender won the tender to run loyalty globally for EB Games' parent company GameStop, which now operates across 12 markets around the world.
The program runs entirely on the capability of Loyalty4, our house-developed loyalty software. Each module of Loyalty4 enabled data-driven features, insights and communication.
$6 million in revenue in 5 minutes thanks to the system’s lightning reactivity.
The program is engineered so that every transaction, across every customer touchpoint, comes through one integrated system. For the gamer, this means instant responsiveness and service. For GameStop, it means the ability to react and seize opportunity in milli-seconds.
The system empowered GameStop to delight customers with instore recognition and right-time, right-offer messages that whilst, of course they were selling, seemed to the customer like service.