Loyalty and Partner Programs
I led digital at Bluestone Lane through its growth in the US. The job was to make the customer experience and the operations behind it work together: ordering, loyalty, the till, the data and the support behind it.
The results: over half of orders through digital channels, and 1.5M first-party customer relationships. Part of that bigger job was loyalty, and connecting brand partners so their members could use Bluestone Lane.
Bluestone Lane's customer service team was fielding over 1,200 inbound queries every month: loyalty program questions, location hours, order issues. The majority were repetitive, resolvable without a human, and consuming time the team needed elsewhere.
Customers couldn't easily find answers on their own, and there was no self-service way to check loyalty points outside of business hours. The team needed a solution that could handle the volume.
Verified customers can check loyalty points without ever contacting support. The service draws on live business data to give accurate, real-time responses.
We didn't plug in a third-party platform. We built a custom service integrated directly into Bluestone Lane's existing business systems (loyalty, locations, and support), so it works with real data, not a static FAQ.
The system connects to multiple live data sources and verifies customer identity before exposing any account information. It was built for scale from day one: secure, reliable, and easy to maintain.