VIP+ points-based loyalty
Context
SPIKA helped Fandango launch and evolve VIP+ as a loyalty programme designed to retain moviegoers, increase purchase frequency and attract new customers.
We connected high-volume ticket and commerce behaviour to points, rewards, personalised offers and measurement, creating more reasons for customers to return and a clearer view of programme performance.
The challenge
Fandango wanted to launch a best-in-class loyalty proposition that could retain existing customers, increase purchase frequency and attract new moviegoers without adding friction to the cinema-booking experience. It also needed to operate securely at exceptional transaction volumes, integrate tightly across Fandango's digital ecosystem and provide clear measurement of programme performance.
The work
Worked with Fandango’s in-house experts to shape and validate the earning and reward mechanics, linking customer behaviour to points, benefits and measurable programme performance.
Designed a high-performance loyalty architecture for peak movie-launch demand and worked closely with Fandango's engineering teams on identity resolution, security and integration across ticketing, commerce, messaging, analytics and other Fandango-owned properties.
Designed and built a dedicated customer-care portal supporting more than 400 agents, with audit tracking, fraud detection and controlled break-the-glass access. We also developed the training materials and trained customer-care teams to use it effectively.
Helped shape partner loyalty propositions, including the Mastercard World Elite programme, and carried them through technical implementation alongside real-time personalisation, measurement and ongoing optimisation of the VIP+ experience.
Partner programmes extended the value of VIP+ while allowing major partners to benefit from Fandango’s audience and transaction scale.
Impact
Points and rewards were designed around repeat ticket purchase, with measurement built in to understand behaviour and programme performance.
Integrated partner benefits gave eligible cardholders enhanced VIP+ rewards, extending the value of the programme through a major commercial partnership.
Self-service journeys reduced support demand, while purpose-built tooling, fraud controls and training helped customer-care teams resolve issues efficiently.
A focused challenge or the wider ecosystem
