With our last loyalty program, it took 2–3 days to get a response anytime we wanted to implement or change something. Now with Rivo, we’re in Slack together and can get answers right away. It’s just a much faster, easier way to work.
When a loyalty program holds you back
Rylee + Cru is built on a California state of mind: elevated, mid-tier-priced apparel with premium quality and timeless design. Through sister brands Quincy Mae and Noralee, the Rylee + Cru Collective connects with stylish, intentional parents at every life stage, from the softest baby basics to heirloom-quality special occasion outfits.
That customer base is loyal. They buy for multiple kids, shop year-round, and want to feel recognized. But their legacy loyalty platform was getting in the way:
“We were constantly fighting the platform,” says Sam Larson. “We discovered too late that percentage rewards could stack on top of each other, we had a customer combine six 15% off rewards and nearly wipe out a $5,000 order. They gave us no way to fix that without rebuilding the whole program.” Yvonne Chew, adds: “We wanted to run creative in-store campaigns, drop bonus points for weekend events, or send time-limited ‘Kohl’s Cash’-style rewards. Our old platform just said ‘no.’ Even on their white-glove plan, they never offered solutions, we spent more time manually patching problems than thinking about strategy.”
The issues went deeper than tech limitations:
- No personalization: Families often shop for multiple kids, but the old loyalty program couldn’t capture that detail, even something as simple as birthdays for each child.
- Clunky UX: Customers couldn’t easily redeem or track rewards, leading to confusion and support tickets.
- Poor migration options: The team feared losing data if they ever switched platforms.
- Zero flexibility in stacking rules or segmentation: They were forced into a one-size-fits-all model.
- No flexibility: Couldn’t run in-store bonus point campaigns or target rewards to specific segments.
- Stacking disasters: Percentage-based rewards could stack infinitely
- Slow, ineffective support: Even on a “white glove” plan, fixes took too long and strategic advice never came.
“Our loyalty program felt disconnected from our brand,” Sam explains. “Rylee + Cru is built on thoughtful details, yet our old rewards system made us look generic and basic.”
We want our loyalty program to be generous and heavily used. Our customers already love our brand and are incredibly sticky, we want to reward that. Making points easy to access and redeem, not locked behind complicated hoops, was a huge part of why we made the switch.
Rivo gave Rylee + Cru the loyalty program they always dreamed of
From the first call, Rivo’s team listened and came prepared with solutions to every pain point. Within weeks, all loyalty data, points, rewards, and customer profiles, were migrated seamlessly, with zero disruption on the customer side.
“The migration was so smooth that customers didn’t even realize anything had changed, except that their account experience got way better,” Yvonne recalls.
A Loyalty Experience Families Love
- VIP tiers: With Enthusiast, Trendsetter, and Icon tiers, customers see their loyalty journey unfold. “Our Icon members are obsessed,” says Sam. “They buy almost 9 times more than average customers because they feel like they’re part of a club.”
- Personalized accounts: Rivo added family-friendly features, like capturing birthdays for multiple kids. “It seems small, but when we send a birthday bonus for each child, parents love it,” Yvonne says.
- Seamless Shop Pay login: No more password headaches, parents can log in with one click and see points, past orders, and rewards.
- Tapcart mobile integration: Loyalty is now baked into their mobile app. “Parents are always on their phones. Seeing points and rewards inside the app keeps them engaged between purchases,” says Yvonne.
- In-store campaigns: For the first time, Rylee + Cru can create bonus point events for their retail stores in San Diego and New York, driving foot traffic and blending online and offline shopping.
Rivo introduced flexible discount rules and stacking logic, flat rewards can stack, while percentages can’t, avoiding the chaos our previous vendor caused. They also rolled out bonus point campaigns with expiration dates, creating urgency for repeat purchases.
“We’ve gone from ‘Can our platform do this?’ to ‘What should we try next?’,” says Sam. “With Rivo, we actually get to be creative.”
Rylee + Cru loyalty is now a core growth driver
The results after 6 months speak for themselves.
- $2.44M in sales tied to reward redemptions, with loyalty orders making up 21.8% of total revenue.
- 19,376 rewards redeemed, with a 78% utilization rate – proof that customers actively engage with their perks.
- Icon VIPs shop 8.7x more frequently and spend 1.6x more per order compared to non-members.
- $47,600+ from 300 completed referrals, turning loyal parents into powerful brand advocates.
“We really want to champion and grow this program. We pay a ton to Meta, but I tell our marketing team I’d much rather pay moms in our community all day long than dump more into Meta.” Sam says about Rivo Referrals.
Sam sums it up best: “Customers talk about our loyalty program like it’s their club. It’s not just points, it’s personalized perks, early access, and rewards that feel thoughtful. Rivo didn’t just replace, they transformed our retention strategy.” and adds “We finally have a program that feels like Rylee + Cru, warm, curated, and family-first. And the Rivo team? They’re faster and more collaborative than anyone we’ve worked with. It’s like having an extension of our own team.”
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