Download - Vend The Future Of Loyalty - Simon Rowles
Simon Rowles: AimiaTwitter @simonrowles1
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Spend per customer per year in this category
Transactions per customer per year in this category
WHY LOYALTY?SOME CUSTOMERS ARE WORTH (A LOT) MORE THAN OTHERS
HALLENSTEINS | GLASSONS | PORTMANS | DOTTI | PETER ALEXANDER | JUST JEANS | POSTIE PLUS | EZIBUY | JACQUI-E | STORM | JAY JAYS
PROBLEM : THE RISE OF THE DELETIST CONSUMER
Unfollow brands on Social channels
Close accountsDelete apps
As a direct result of poorly targeted communications -
AIMIA: THE DIGITAL LOYALTY SURVEY
71 % 73 %60 %
HOW?VALUE DRIVEN ENGAGEMENT IS THE FUTURE OF LOYALTY
1980s
OMNI-CHANNEL ENGAGEMENT
Rewarding transactions
and interactions across channels with
relevant offers
STAMPS & BOOKS
Accumulated over time in exchange for
merchandise to reward cash
payment
ELECTRONIC POINTS
Point and mile programs to track and retain most frequent
customers
POS & PAYMENT CARDS
Branded credit cards track broad wallet of
transactions with improved benefits
2003 20131890s 2015 & BEYOND
VALUE-DRIVEN ENGAGEMENTReal-time dynamic segmentation and
hyper-personalized experiences
Optimize the relevance, convenience and value of your customers’ experiences in real-time.
EFFECTIVE CUSTOMER LOYALTYESTABLISH A LEARNING RELATIONSHIP TO REDUCE OPERATIONAL FRICTION – ESSENTIALLY MAKING IT EASIER FOR CUSTOMERS TO CHOOSE YOU
“I like that brand and the brand recognized me as a
valuable customer with unique needs”
“I am offered a range of service benefits tailored to
my needs”
PERSONALISATION
CUSTOMER SERVICE
RELATIONSHIP“I am (just) rewarded
for buying that brand.”
REWARDS
Transaction Interaction
THE WORLD IS CHANGINGIn today’s environment, interactions with brands are as important as transactions
and span the purchase cycle
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Loyalty is changing as it now means wherever you go and whenever you want it.
• Dollars first
• Data finds the best customers
• Death before discounting
Keep one step ahead