Project Description
How Walmart Chile Reimagined Loyalty & Unlocked Revenue
Lider’s Challenge:
Walmart Chile (Lider) had an 8-year-old loyalty program that was no longer driving value to 75%+ of its members
Kognitiv’s Approach:
Using transactional data, Kognitiv conducted a segmentation to understand how different behavioural profiles – based on the banners they visited, their category preferences and range, and their value – were engaging with stores and with loyalty
We then mapped key behavioural segments against SmartJourney® Milestones to identify areas of customer growth – in visits, basket, range, and channel – and areas of churn risk
Ultimately designing a new loyalty program that dramatically and profitably increased rewards achievability and personalisation, and will enable future partner monetisation
Business Results:
10X
Redeemers in Mi Club spend 10X more than Non-Redeemers
30%+
Redeemers have a 30-50% lower churn rate than Non-Redeemers
12%
Credit Card penetration was healthy, but overall usage was low
