How a Customer Engagement Agency Won a $100K Loyalty Program Project in the DTC Food Space
| Client Type | Customer Engagement and Loyalty Agency |
| Win | $100K Loyalty Program Project, Major DTC Food Brand |
| Verticals Served | DTC, Food, B2C, Hospitality, Retail |
The Challenge: Loyalty Expertise That Wasn’t Getting in Front of the Right Brands
This customer engagement and loyalty agency focused on helping consumer brands build programs that kept customers coming back. In DTC and food, where repeat purchase and lifetime value are everything, that kind of specialized expertise matters. They understood the mechanics of loyalty program design, the complexity of software selection, and how to connect program strategy to actual business outcomes.
The problem wasn’t the work. It was getting in front of the right marketing and CRM decision-makers at consumer brands who were actively thinking about loyalty. Those conversations don’t happen without sustained outreach, and keeping that going while also running client programs wasn’t realistic.
They needed a program that could generate consistent conversations with the right prospects in DTC, food, and consumer categories.
Why Outsourced New Business Made Sense
Loyalty program decisions involve multiple stakeholders, longer evaluation timelines, and often a formal RFP process. Consumer brands don’t hire a loyalty partner on a whim. Getting into those conversations early, and staying visible through the evaluation process, requires the kind of consistent follow-up that most agency teams don’t have bandwidth for.
RSW/US assigned a dedicated New Business Director to work on the agency’s behalf, reaching marketing, CRM, and customer experience decision-makers at DTC and consumer food brands through phone, email, LinkedIn, and direct mail. The messaging spoke directly to the challenges those teams face in designing loyalty programs that drive real repeat purchase behavior and selecting the right technology to power them.
How RSW/US Built the Program
The kick-off focused on what made this agency’s loyalty capabilities stand out: not just program design, but the ability to help brands navigate software selection, a step that often derails loyalty initiatives before they start. For a DTC food brand trying to build a program that actually works, having an agency that understands both the strategy and the technology stack is a real advantage.
RSW/US built a targeted prospect list of DTC food brands, consumer products companies, and hospitality organizations where customer loyalty and retention were active priorities. Outreach was built around the specific decisions those teams face when they’re thinking about investing in a loyalty program.
Omaha Steaks, one of the country’s most recognized DTC food brands, came onto the radar as a strong target. The RSW/US New Business Director got in front of the right people and secured an initial meeting. On that first call, the prospect indicated they were planning to issue a formal RFP. After meeting with the agency, they changed course entirely and moved forward without one. That’s what a well-positioned agency with the right credentials can do when they’re in the room.
The Result: A $100K Loyalty Program Engagement with a Major DTC Food Brand
The agency won a $100K project with Omaha Steaks covering loyalty program design and software system selection assistance. The engagement skipped the RFP process entirely because the agency made a strong enough impression on the first call that the client didn’t need one.
For a customer engagement agency whose strength was exactly this kind of work, winning a meaningful project with one of the most recognized names in DTC food was a direct result of getting in front of the right people at the right time.
Learn more about Omaha Steaks.
Is Your Agency Missing Out on Loyalty and Customer Engagement Opportunities in the DTC and Food Space?
DTC food brands, consumer products companies, and hospitality organizations are actively looking for loyalty and customer engagement partners. RSW/US can help you get in front of the right decision-makers. We build the program, generate the right meetings, and help move opportunities forward.
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