Loyalty Program & Reward Redemption Effectiveness

Marisol & Co. — 210,000 Active Members | $48M ARR | Last updated: Dec 2024

North-Star Metric: Incremental Revenue Retained via Loyalty (monthly) — $2.14M (+8.2% MoM). Focus: Quantify incremental 12-month revenue lift from enrolled vs. non-enrolled cohorts, identify high-impact redemption mechanics.

Point Redemption Rate
34.2%
↑ 2.8 pp
Incremental Retention Lift
+18.6%
↑ 1.4 pp
Median Days to 1st Redeem
42
↓ 6 days
Tier Migration Rate (Up)
7.3%
↑ 0.9 pp
Breakage Rate
22.4%
↑ 1.2 pp
Top-Tier Churn Rate
4.8%
↓ 0.6 pp
Enrolled vs. Non-Enrolled 12-Month Retention
Gap quantifies program incremental value
Point Redemption Rate by Tier
Higher tiers redeem more actively
Time-to-First-Redemption Distribution
Median 42 days; faster redemption drives engagement
Post-Redemption 30-Day Repurchase Rate
Funnel by tier shows conversion lift
Tier Migration Flow (Last Quarter)
Net upward flow: 7.3%; Downward: 3.1%
Top-Tier Churn Rate Trend
Platinum member monthly churn — target <5%
Loyalty Member Segment Detail
Key metrics by tier — CLV, redemption, retention
Tier Members Avg CLV Redemption Rate 12-Mo Retention Avg Points Balance Tier Migration (Net)
Platinum 8,200 $1,840 62.4% 91.2% 12,840 +2.1%
Gold 31,500 $920 48.7% 78.6% 6,210 +5.8%
Silver 67,000 $480 32.1% 66.4% 2,940 +8.2%
Bronze 103,300 $210 18.9% 54.7% 1,120 -4.3%
Reward Catalog Redemption Heatmap by Tier
Concentration index (Herfindahl): 0.28 — moderate diversity
Discounts
Free Shipping
Exclusive Items
Partner Offers
Early Access
Platinum
18%
22%
38%
12%
10%
Gold
28%
34%
21%
11%
6%
Silver
42%
31%
14%
9%
4%
Bronze
56%
27%
8%
6%
3%