JOLYN Shapes Loyalty Around Its Business and Its Customers

Challenges

The team wanted more from its loyalty program: an experience customers enjoy and a setup marketers can shape themselves.

Solutions

Moved loyalty to Maestra, where a forward-deployed marketer tunes everything to the business, from reports to the customer-facing experience.

Integrated with:

Shopify

Results

Confidence to put loyalty front and centerA smoother customer experience, with support tickets downLess manual work for the team

Switched to Maestra from:

Yotpo and Klaviyo

July 31, 2026

Testimonial

Jennifer Fenton

Sr. Director of Marketing at JOLYN

Maestra adapts the platform to what’s unique about our business. They come to us and say: 'Here’s where you’re stuck, here are some ideas.' That’s so much more useful than 'We’ve got a new widget, maybe you can use it.'

It shows in the details. Take the loyalty report: one market was skewing our numbers, so they rebuilt the report to show the true picture – and now that report is rad. Same with customer service: Maestra set it up so the team manages points without going deep into the platform. And our loyalty portal finally looks like our site, not like a vendor’s widget.

Together we fixed the underlying logic, and that gave us the confidence to put loyalty front and center.

Maestra is a partner, not just a FAQ page and a support ticket system.

From One-Size-Fits-All to Built Around JOLYN

Before Maestra	With Maestra
❌ Custom reports arrived once a month, as a spreadsheet.	✅ Reports live in the platform, updated in real time.
❌ One-size-fits-all refunds: partial returns meant manual point fixes by customer service.	✅ Refund logic adjusted to how JOLYN handles exchanges: points return line by line, automatically.
❌ Promos and points couldn’t be combined; confused customers wrote to support.	✅ Promo rules worked through together: marketing codes stack with rewards.
❌ Loyalty lived in Yotpo’s standard widgets that couldn’t match the brand.	✅ A custom on-brand portal, with loyalty woven across the site and emails.

How JOLYN Sees the Real Profit Behind Its Loyalty Members

Maestra Reporting & Analytics

JOLYN’s loyalty report is the clearest example of a platform being tuned to one business. It used to arrive once a month as a spreadsheet. Now it lives in the platform, adjusted to how JOLYN operates: one international market was placing unusually large orders that skewed every average, so its data is left out of the calculations.

JOLYN wanted to see profit per customer in the report, so the team added the metric – and along the way filled a small gap in the data: some products didn’t have a cost price on file, so those were covered with a business-wide average.

JOLYN’s loyalty report: live in the platform, with profit per customer added at the team’s request

The report shows that loyalty members who redeem points bring 28% more profit: $96 per customer versus $75 for non-redeemers, based on Shopify product costs. But what matters most is that JOLYN finally has numbers it can trust and slice its own way.

How JOLYN Cut Loyalty Support Tickets and Manual Work

Full returns were never a problem. But JOLYN handles exchanges in its own way, and partial returns didn’t fit a standard refund logic – support had to adjust point balances manually. Maestra reworked the logic around JOLYN’s process: points now return line by line – manual fixes still happen, but far less often.

Shoppers had to choose between a sitewide promo and their points – they couldn’t use both, and that meant support tickets. The Maestra team worked through the promo logic with JOLYN until it was right: promos and points now combine, and those tickets are gone.

Jennifer Fenton

Sr. Director of Marketing at JOLYN

Our customer service used to have to actually work in the loyalty platform. Now they don’t. Maestra built an elegant solution where they see a customer’s points, manage what they need, and never go deep into the system. That’s time back for actually helping customers.

Routine work now lives in Slack: the team credits points and pulls up customer info without leaving the chat.

The Slack bot pulls up a customer’s loyalty details on request – no need to open the platform

How JOLYN Built a Loyalty Experience Customers See and Use

On Yotpo, loyalty lived inside standard widgets – the same ones every other brand gets. Maestra doesn’t limit you to widgets: JOLYN chose to design its own interface, so loyalty is part of the site now, not a bolt-on.

The account page shows it best: current tier, a progress bar to the next one, available rewards, and unlocked promo codes side by side – a far richer view than before.

Account page powered by Maestra

How JOLYN Drives Repeat Sales Without Cutting Prices

Maestra Price Personalization

With loyalty, email, and SMS on one platform, points became a marketing tool: point balances and tier levels go right into emails, and campaigns can push points instead of discounts.

One campaign gifted 100 bonus points, a $10 value, to active members, with a clear expiration date. It brought in three times the revenue JOLYN expected for the campaign window. Most of it landed on the last day, right before the points expired – proof that automated expiration reminders convert.

The 100-free-points campaign brought in three times the revenue JOLYN expected

JOLYN is now scaling the approach, with more than 10 new loyalty flows in development.

The Bottom Line

JOLYN’s team will be the first to tell you: yes, you need a loyalty program. Even a default program creates engagement, and engaged customers buy more. What’s harder to get is a program adjusted to the specifics of your business. Get that right, and the program is easy for your team to run and easy for your customers to love. That’s the program JOLYN runs now.

More Wins From JOLYN

JOLYN Achieves +26% in Campaign-Driven Revenue After Switching from Klaviyo to Maestra

JOLYN Increases Email Capture by 21% with AI-Optimized Popups

JOLYN Achieved 9x Winback Flow Conversion Growth with AI-Powered Automation

JOLYN Drives 7% of Sales with Assistance from Product Recommendations

JOLYN Achieves 22% Repeat Domestic Revenue Growth Through Marketing Transformation