99% Retention: Talon.One Loyalty System Transforms B2B CX
A B2B beauty brand used Talon.One and automation to build a scalable, tiered loyalty program with real-time tracking—achieving 99% customer retention.
The Client
A global B2B provider of medical beauty products.
The Challenge
The company faced significant customer engagement challenges due to the absence of a structured rewards program, no mechanism to award loyalty points based on customer purchases, and the lack of a redemption platform for accumulated points. Company leaders determined a need to introduce a comprehensive loyalty solution to address these limitations and enhance customer engagement and retention. Their vision involved implementing a structured rewards program where customers would earn and accumulate Loyalty Points with every purchase, which could then be redeemed for benefits through the Boutique Store based on the customer's portfolio status (e.g., Silver, Gold, and Platinum), thereby creating a more engaging and rewarding customer experience.
To achieve this, the company required a seamless and automated system to:
- Track and allocate loyalty points across multiple platforms ().
- Ensure real-time updates based on order lifecycle events (placed, shipped, or canceled).
- Implement a quarterly-based expiration policy to encourage consistent engagement.
- Provide a tiered status system where customers’ highest-earned portfolio status in a quarter dictates their benefits.
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The Solution
Before the formal evaluation process began, GSPANN had already partnered with Talon.One and conducted proof of concepts (PoCs) to build expertise. We have successfully implemented Talon.One as a promotion engine for another GSPANN customer, which equipped our team with hands-on expertise in this area. Building on this foundation and compelling PoCs, the company selected Talon.One as their centralized platform for loyalty point management.
As a strategic digital transformation partner, GSPANN developed a robust integration layer orchestrating loyalty point allocation, validation, and expiration through Talon.One's Integration API. The company also benefited from a custom quarterly processing engine we created that handled point expiration and portfolio tier calculations.
The features of the new system include:
Points Earning Mechanism
- Pending loyalty points are assigned to the customer's account when an order is placed.
- Upon order shipment, these points become available for redemption.
- If an order is canceled, the corresponding pending points are revoked.
Quarterly Expiration and Portfolio Status Engine
- Points earned within a quarter expire at the end of the next quarter to ensure ongoing participation.
- Customers are assigned a portfolio status based on accumulated points, unlocking different levels of benefits.
- The highest status achieved in a quarter is displayed on the account.
Seamless Redemption via Redemption Site
- Customers can redeem earned points for rewards based on their portfolio tier through the redemption site.
- By clicking the "Explore Benefits" button a customer can navigate to a boutique store to redeem loyalty points.
Security Considerations
- Customer data travels securely to Talon.One through encrypted connections with verified authentication protocols.
- We implemented data minimization principles, collecting only essential information (like profile IDs and transaction details) needed to power loyalty features.
- Our practice ensured full compliance with major privacy regulations, including GDPR and CCPA.
- All customer information receives enterprise-grade protection through encryption during both transmission and storage.
- Comprehensive security measures include strict access controls and detailed activity logging for complete oversight and accountability.
Business Impact
- Increased Customer Engagement: Real-time rewards (points) tracking encourages repeat purchases, boosting quarterly growth by 10%.
- Higher Retention Rates: The company experienced a surge in customer retention of 99%, which was facilitated by portfolio-based benefits.
- Automated and Scalable Solution: Effortless integration across platforms ensures smooth operations.
- Enhanced Customer Experience: Clear visibility into points, tier status, and available benefits.
Technologies Used
Related Capabilities
Transform customer connections into lasting loyalty and measurable growth
We implement data-driven loyalty programs that overcome typical business concerns about costs and effectiveness. Our solutions include personalized rewards, targeted offers, referral incentives, and automated communications designed to deepen customer relationships while providing actionable insights. Our expertise transforms casual buyers into brand advocates, directly boosting your bottom line.
