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Case Studies

Case Study: Turning Store Visits into Loyal Shoppers

Oct 27, 2026

A national pharmacy chain used an experience across 12 Northeast stores to recruit loyalty members, encourage repeat purchases and understand where shoppers spent elsewhere.

The challenge

Loyalty sign-ups had stalled, and the chain’s own transaction data revealed little about spending at competitors. The district needed to turn a promotion into lasting shopping behavior.

The approach

MXP tested three concepts and three panel incentives with 800 pharmacy shoppers. The resulting experience, “The Savings Reveal,” paired a kiosk showing potential member savings with an instant sign-up reward. Existing members could join an opt-in behavioral panel with rewards paid over 90 days.

The activation ran over three weekends. On-site feedback led to a QR pre-fill form that reduced sign-up time to about 70 seconds and increased completion from 66% to 89%.

Key results

Loyalty recruitment, repeat purchases and shopping behavior.

  • 3,150 new loyalty members: 26% above target.
  • 1,420 behavioral-panel members: 78% remained active at day 90, exceeding the 70% retention target.
  • More repeat purchases: 71% of event-recruited new members purchased again within 90 days, compared with 52% of matched controls.
  • Higher front-store spending: new members averaged $135 over 90 days versus $104 for controls—approximately 30% more.

What the findings inform

Panel data showed that 37% of spending in front-store categories went to competitors, identifying beauty and personal care as an opportunity for targeted offers. The next-season plan prioritized savings-led messaging, faster sign-ups, welcome offers and an ongoing behavioral panel.

Estimated incremental front-store revenue totaled $128,000 against a $140,000 program cost; this does not establish profitability.

Measurement: concept testing, on-site surveys and 90-day transaction and behavioral data, compared with matched controls. Participation was opt-in; prescription and health information were excluded.

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