Expertises - Loyalty program optimization

Everything is in place for your loyalty program: tech, points, rewards. Except that… retention is stagnating, engagement has fallen, and ROI is becoming hard to justify. If your program doesn’t influence customer behaviour, you’re giving more than you’re getting back. You don’t just need a promo. You need to clean house. Review the rules, refine the customer journey, eliminate friction, clarify value. Otherwise, you’re rewarding members… without gaining their loyalty.

Analysis of current loyalty program

Understand what your program really generates. We analyze its structure (rewards, rules, tiers, customer journey) and its transactional and behavioural data. We then compare the loyalty strategy to its real impact on customer retention and lifetime value (CLV).

Optimization of loyalty program

Adjust what actually influences customer retention and your profitability. We activate identified opportunities, then align your program with customers’ current expectations based on the results of our annual study of loyalty in Canada.

With over 30 years of cumulative experience, our experts have contributed to many major loyalty programs in Quebec and Canada.

We know what to look for in your data and customer journey to identify your obstacles and levers. Since we produce the largest study on retail loyalty programs in Canada, we know which KPIs to aim for and how to position you. And above all, we don’t just leave you with recommendations. We help you apply them in real terms to generate more value.

2026 AI Agency of the year

BoomeranG Awards

IDEA Awards

Écho Grand Awards

Search Engine Land Awards - Winner 2025

Search Engine Land Awards Winner 2024

ON Oncon Icon Awards - Winner 2021

Google Search Honours Awards

Gold IDEA Media Award

Google Awards 2025

Google Awards 2024

Excellence in Organizational Health Award 2026 by Dialogue

20%

email CTR

Turn occasional drinkers into an engaged community

Customer Engagement & Loyalty +7

In a category where consumers constantly seek novelty, Boréale needed a way to stay relevant and build a lasting relationship with its audience.

We designed Maîtres Buveurs, a relationship program built to create a direct connection between the brand and its community. By structuring customer data, defining a strong value proposition and deploying automated journeys, we helped Boréale shift from one off communication to continuous engagement.

Result Boréale achieved a 20% email click through rate ten times higher than industry benchmarks, significantly grew its database and implemented automated scenarios that sustain long term engagement. Proof that a strong CRM strategy can turn engagement into sustainable growth.

Finding answers is in our DNA.

The structure of rewards, the rules for earning points, the customer experience, marketing communications, and the integration of the loyalty program into the customer journey.

Member retention, purchase frequency, customer lifetime value (CLV), engagement rate, and contribution to revenue.

By encouraging behaviours that increase retention and customer lifetime value (CLV). Analysis of customer behaviour and data lets you identify where loyalty gets created, then optimize member experience and key parameters: rewards, rules, interactions.

Because it’s become too complex or less relevant. Expectations evolve, but the program remains the same. The result: less engagement, more friction.

As soon as performance stagnates or is reduced: lower engagement, higher costs, or stagnation in retention.

Loyal customers aren’t a coincidence.

Trusted by leading brands

46% of executives state that their current loyalty program will be obsolete in three years.