story
Lessons learned from Diergaarde Blijdorp part 1: purpose-driven approach to a sustainable future
Loyalty that lasts beyond the visit
Today, loyalty is harder to earn and easier to lose
Guests expect more than just a good time, they want seamless, personal and connected journeys from start to finish. However, many leisure brands are stuck using outdated tools that create fragmented experiences. This leaves them relying on loyalty programs that focus on discounts instead of the personal experiences customers truly value.
We fix these core issues by addressing disconnected platforms that break the guest journey, revamping loyalty programs to focus on experiences, not just discounts, and unifying siloed teams so they have a shared view of the guest.
Market Insights:
- 78% of consumers prefer brands that offer personalised experiences (McKinsey, 2024)
- 62% say experience matters more than price (PwC, 2023)
- 32% abandon a brand they love after one poor visit (PwC, 2023)
Most loyalty programs are built like marketing campaigns. We build them like brand systems.
Loyalty is a journey, not a transaction
Seasonal attendance. One-off offers. Shallow perks. They’re not enough. Today’s loyalty is earned through meaningful, connected experiences, before, during and after every visit.
Let’s turn fragmented touchpoints into branded journeys that guests want to return to.
WE BUILD LOYALTY INTO YOUR BRAND DNA
We design solutions that make every interaction count and keep guests coming back.
Clarify your brand’s role
Define the promise that sets your brand apart and makes every visit meaningful.
Create connected journeys
Design platforms and touchpoints that guide guests seamlessly from first click to post-visit.
Build loyalty loops
Use CRM flows, content and dashboards to turn one-off visits into repeat relationships.
Activate your teams
Give staff the tools and training to bring your brand promise to life at every interaction.
Featured work
Blijdorp Rotterdam Zoo
Restoring nature and shifting perceptions to conservation required Blijdorp Rotterdam Zoo to reinvent its brand and role.
Results:
- End-to-end transformation, anchored in one brand story
- Scaled education impact that blends entertainment and learning
- Churn cut by half, higher LTV
- Diversified digital revenue streams
Unibail-Rodamco-Westfield
Facing the need to evolve its mall into a lifestyle destination, Unibail-Rodamco-Westfield required a guiding vision, one that bridges global and local, wins over the next generation and leads into the future.
Results:
- Shared vision that gives the brand clarity on its future and the confidence to move toward it
- Insight-driven, digital-first roadmap that translates global strategy into local success
- Omnichannel growth, stronger customer loyalty and long-term differentiation
