Work / Case study
A loyalty scheme a Plymouth shop can call its own
A physical adult gaming centre in Plymouth wanted loyal regulars and a way to stay in touch. No off-the-shelf scheme, no big-ticket budget. So we built the whole system.
Goal: Improve customer loyalty and experience in a physical shop, on a one-site budget.
- Client
- WINNERS
- Sector
- Physical retail / Leisure
- Location
- Plymouth (in-store)
- Services
- Brand Building, BrandPack, Loyalty & CRM, Print, In-store screens
- Date
- October 2026
Not a website. A shop with a door.
Most of our work lives online. This one doesn't. WINNERS is a physical adult gaming centre in Plymouth: a shop on the street, machines on the floor and regulars who come through the door. Everything here was built to work in that room, at that counter, on a busy afternoon.
The brief
The owner wanted to reward loyal customers and improve their experience. But he was clear about what he didn't want.
Not off the shelf
Ready-made schemes come with restrictions, and they're exactly what competitors already offer. WINNERS needed something that felt like WINNERS.
Own the relationship
A simple way to capture customer details, so the shop can tell regulars about new machines, promotions and anything important.
A one-site budget
Off-the-shelf versions run into the thousands. For a single shop, the usage just didn't justify it.
Simple at the counter
One member of staff is often covering more than one business at once. Anything fiddly wouldn't get used.
Foundations first
Here's the bit that backs up what we say in our guide on what a logo and brand really cost. We didn't start with the posters.
There was no brand pack. And a loyalty scheme touches everything: the wallet card, the posters, the screens, the messages people get on their phone. Without one coordinated look and voice, each piece would have been made up on the spot, and none of it would have matched. So the brand pack came first, and everything else was built from it.
Shortlisting the options
We looked at what was out there, shortlisted the options and picked the most optimised route: a flexible loyalty platform we could brand completely as WINNERS and shape around how the shop actually runs, at a fraction of the cost of a ready-made scheme.
✕
Off-the-shelf scheme
- Thousands up front for a single site
- Looks like every competitor's scheme
- Their rules, their restrictions
- Customer data that's hard to use
✓
The WINNERS build
- Sized and priced for one shop
- Branded as WINNERS from card to counter
- Rewards designed around the shop's regulars
- A customer list the owner can actually talk to
Everything, joined up
This wasn't one deliverable. It was the whole experience, from the first poster someone walks past to the message they get when they leave.
System
The loyalty platform set up, branded and configured with the reward ladder and birthday bonus.
Data
Sign-up captures what the shop needs to stay in touch, with consent, and nothing more.
Hardware
A counter tablet so staff can scan a customer's pass in seconds.
Design
Wallet card, posters and on-screen graphics, all from the brand pack.
Promotion
Posters in store and promotion running on the shop's external TV screens.
Messaging
Automated thank-you messages after each visit, plus a nudge to leave a Google review.
Try the card
This is the card a regular carries. Ten visits, ten cherries, and the reward steps up as they go. Tap through it below to see what lands on their phone.
WINNERS
- £2Stamp 1, £2
- £2Stamp 2, £2
- £2Stamp 3, £2
- £5Stamp 4, £5
- £5Stamp 5, £5
- £5Stamp 6, £5
- £10Stamp 7, £10
- £10Stamp 8, £10
- £10Stamp 9, £10
- £20Stamp 10, £20
On the customer's phone
- Tap “Visit the shop” to add a stamp and see what a regular sees.
How it works for a customer
- 01ScanScan the QR code on a poster and join free in seconds. 18+ only.
- 02SaveThe card goes straight into Apple Wallet or Google Wallet. No app to download, nothing to lose.
- 03Visit and collectStaff scan the pass at the counter, one stamp per visit. Cash match rewards step up from £2 to £20 across ten visits, plus a £10 birthday bonus.
- 04Stay in touchA thank-you after each visit, a nudge to leave a Google review, and news on new machines and promotions.
Living in the phone's wallet matters more than it sounds. The card is always there, and it updates itself: stamps, rewards and offers show up without the customer doing anything.
Tamper proof by design
When rewards are worth real money, the system has to be watertight, especially with one person running the floor.
Unique every time
Every pass and every stamp is unique, so cards can't be copied, shared or stamped twice.
Staff-side only
Stamps can only be added from the shop's own device, never by the customer.
Reconciled
Rewards data is reconciled, so every reward given out is accounted for.
The campaign
Everything below was built from the brand pack. Bold, neon and unmistakably WINNERS, with the rules clear at a glance. (QR codes swapped for demo patterns.)
Launch
WINNERS Rewards launches in the shop on 2 November 2026. It turns regular visits into something to look forward to, and gives the shop a direct line to its customers: thank-yous, Google reviews and news, all automated.
We'll share the numbers here once it's had time to run.
18+ only. Cash match rewards. T&Cs apply. Please play responsibly: BeGambleAware.org.
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