Epsilon analysis, CRM strategy and creative insights pump up BP's Driver Rewards Program
Project
Loyalty program
Services
Strategic consulting
Advanced analytics
Database development
Creative services
Email program
Industry
Energy
THE STORY
Seeking to improve customer retention and reactivate lapsed members, BP wanted to revamp their Driver Rewards loyalty program. They needed structured CRM to understand transaction patterns and segmentation better—and, ultimately, better understand their customers.
THE SOLUTION
Epsilon conducted a marketing opportunity assessment to analyze BP’s data to identify insights, and then developed a CRM contact strategy. And we created an email program that keeps BP in touch with customers throughout the full lifecycle.
The Results
The revitalized Driver Rewards program was an immediate success, driving great numbers from the start. Within the first 30 days, new members increased the frequency of their visits by 48%.
Overall, engagement increased from 3.7 to 4.1 visits per month among active members. Segmented offers drove a 1.2% rate of reactivation of unengaged, lapsed members. And program emails have outperformed Epsilon benchmarks, including 2.4X higher open rates and 5X higher click rates for welcome emails.
48%
increase in visits Active new members increased the frequency of their visits over the first 30 days by 48%.
“Epsilon brought us expertise in engagement, expertise in talking to the consumer, a disciplined approach.”
