how close are you to your customers ... know what kind of people your customers are. you likely even...
TRANSCRIPT
HOW CLOSE
ARE YOU TO YOUR
CUSTOMERS?
You know what kind of people your customers are.
You likely even know their names, how often they
shop with you and what they’ve bought recently.
But can you say which customers return the most
value to your business? Do you know what they value
most from you, and how that may change over time?
And can you influence them to make specific choices about
what they buy and how they interact with your brand?
At LoyaltyOne, we get you closer to your customers
by understanding what really motivates them.
And then we help you use those insights
build stronger, more profitable relationships.
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GAIN DEEPER CUSTOMER
INSIGHTS AND PUT
THEM INTO ACTION
Our innovative solutions are shaped by business realities and designed to get you where you want to go – right now.
At Loyaltyone, we have a single goal: enriching the relationships
between companies and their customers. After more than 20 years
as a global industry leader, we know how to get loyalty working
for your business. We combine deeper customer intelligence with
practical tools and approaches that allow you to quickly generate
sustainable returns.
our expert practitioners draw on firsthand industry experience as
they work with you to meet the demands of a fiercely competitive
marketplace. Using time-tested strategies – developed through
successful collaborations with leading global brands and Fortune
1000 enterprises – we help you create more relevant interactions
and strengthen customer engagement in every area of your business.
The Keys to Building Richer Relationships
• Deeper, smarter customer insights
• more relevant customer experiences
• more relevant, data-driven marketing
• Solutions tailored to your needs
• Practical, real-world approaches
• Quick, measurable business impact
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BRING A CUSTOMER
LENS TO EVERY AREA
OF YOUR BUSINESS
We help you apply data-driven insights right across your organization as you make the transition to true enterprise loyalty.
At Loyaltyone, we understand that customer-centricity is about
turning meaningful insights into everyday actions. combining our
industry expertise with what we learn from your data, we look
more closely at what people buy – through which channels, at
what price points and along with what other products or services.
And from there we determine where your customers’ expectations
point to the most promising opportunities.
Rethink every crucial aspect of your business
• What you offer – Expand or reduce your current selection,
or present products and services differently.
• How you price – Fine-tune your pricing strategies to drive more
profitable customer behavior.
• How you attract interest – Redesign everything from packaging
and promotional campaigns to merchandising and store layouts.
• How you market – create more precisely targeted offers –
or more effective mass offers – using richer customer insights.
• How you communicate – Reach people online, on the move
and using highly personalized direct vehicles.
• Where you do business – Identify the best retail locations
and optimum distribution networks.
• How you stay relevant – create unique service experiences
that differentiate and enhance your brand value proposition.
• How you evolve – manage organizational change as you
transform business processes to better meet customers’ needs.
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THREE WAYS WEHELP YOU
BUILD RICHER
RELATIONSHIPS
1 CUSTOMER ANALYTICS We use sophisticated analytics to optimize your marketing,
merchandising and operations – then provide flexible
desktop tools and programs so you can continue fine-tuning
every area of your organization in response to changing
customer insights.
2 CUSTOM LOYALTY SERVICES We offer a range of expert services – from loyalty strategy
and program development, to customer experience design,
to insight-driven marketing and engagement strategies –
all tailored to meet your specific business challenges
and opportunities.
3 COALITION LOYALTY We create powerful, cost-effective multi-partner solutions
that deliver more comprehensive customer insights,
accelerated impact and proven, sustainable returns.
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CUSTOMERANALYTICSTHAT YIELD
THE DEEPERINSIGHTS
YOU NEED
With our in-depth analysis and custom decision-support tools, you’ll build engagement, grow sales and boost profitability.
Wherever you are on the road to customer-centricity, Loyaltyone’s
groundbreaking analytics team can help you:
• gain vital additional insights from your existing data and new sources
• build a complete customer strategy – or optimize an aspect of your
current strategy – on a solid analytical foundation
• create an enhanced enterprise brand experience by applying these deeper
insights across all key touchpoints using our unique tools and programs.
We Give You the Tools to Turn Insights Into Action
If your communications are fragmented or your customer-facing teams
operate in silos, we eliminate barriers and provide a unified view of the
customer – then help you respond systematically to what you learn. As the
volume of “big data” risks becoming too unwieldy to be useful, we generate
timely, precise insights that cut through the complexity.
Faced with increasingly intense competition, it’s harder than ever to
differentiate profitably on price or product alone – especially as consumers
embrace online comparison tools and a showrooming approach to shopping.
Loyaltyone helps you win and retain their business by:
• optimizing your pricing, promotions and marketing – both strategy
and execution
• redesigning your assortment and in-store experiences
• integrating real-time mobile marketing
• rethinking how you interact and engage with customers.
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We deliver solutions that yield quick, measurable returns and build a solid platform for the future.
Whether you see loyalty as the focus for a specific
program or a means of transforming your entire business,
Loyaltyone’s seasoned practitioners work with you to
develop a strategic roadmap informed by customer
intelligence and backed by the latest industry research.
then we address the most pressing items on your agenda,
helping realize the full value of your existing customer
base while identifying the best prospects for growth.
CUSTOMLOYALTY
SERVICESTAILOREDTO YOUR
NEEDS
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CUSTOMLOYALTY
SERVICESTAILOREDTO YOUR
NEEDS
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Designing Superior Customer Experiences
together we’ll build an insight-driven action plan for achieving full
customer-centricity:
• Integrate all vital customer touchpoints in a sophisticated experience
design – or revitalize specific areas, from pricing and assortment to
service offerings and promotions.
• Target high-value customers with relevant offers across all
communications channels.
• Work with our award-winning creative agency on precision marketing
communications shaped by behavioral and transactional data.
• Keep up the momentum of innovation, whether transforming in-store
experiences with real-time mobile marketing or exploring the business-
building power of social media.
Optimizing Your Loyalty Program
If you currently have a proprietary program, the Loyaltyone team will:
• conduct a thorough assessment of the value it generates for
your business
• guide you through a step-by-step “tune-up” to optimize program
performance and ensure you’re investing in the right customers
• recommend enhanced features such as priority access and exclusive
experiential benefits for those customers who deliver the most
value to your business.
Creating a New Program
our highly disciplined approach to program development includes:
• gauging the effectiveness of your current loyalty initiatives relative to
industry benchmarks and best practices
• designing a go-to-market strategy based on in-depth research,
customized analytics and rigorous case building and financial modeling
• creating a ready-to-execute modular plan covering everything from
organizational structure, process design and It capabilities to marketing
communications, rewards management and customer care.
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CO
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THE POWERAND IMPACT
OF MULTI-PARTNER
COALITIONLOYALTY
Partnerships prove their value by delivering greater benefits, stronger results and faster returns.
In 1992 we pioneered coalition loyalty by launching the AIR mILES
Reward Program; today there are active accounts in two-thirds of canadian
households. our successful model, in which partners issue a shared currency
that customers can redeem for goods and services, has been emulated around
the globe. It provides the foundation for our Dotz program in Brazil and further
opportunities we’re exploring in markets worldwide.
Looking to join an existing coalition? You can minimize your investment by
tapping into the proven value of a fully managed program – and gain rich,
multi-partner insights to create more effective offers and communications.
Considering a partnership in a new program? We quantify the advantages
(and any potential risks) of being a founding partner while also helping you
gauge the comparative benefits of other partnership models.
Thinking of adding partners to your proprietary program? We help you identify
prospective partners and evaluate their potential impact, then collaborate with
you on developing the new platform.
The Proven Value of Partnership
Loyaltyone has led the way in demonstrating how multi-partner loyalty can
influence behavior, drive profitability and cement long-term relationships.
• Stronger engagement: With more opportunities to earn more rewards
more quickly, customers get engaged with the program and your brand.
• More powerful insights: Your customer data can be combined with select
data gathered across the program – including from members not yet shopping
with you – to yield more comprehensive intelligence.
• More effective marketing: With richer insights you can refine your offers
and communications, as well as you in-store and online experiences.
• Shared investment: the cost of marketing, rewards, databases, analytics,
program infrastructure and ongoing operations are spread among the partners.
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How have we maintained a 95% renewal rate among major clients for two decades? By bringing together all the key ingredients for success:
• hands-on industry experience
• demonstrated skills and expertise
• a deep grasp of clients’ priorities
• superior customer analytics
• insights that lead to clear actions
• proven, pragmatic solutions
• immediate, tangible results
• sustainable impact and growth
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PROVENSOLUTIONS
THAT WILLMOVE YOUR
BUSINESSFORWARD
PROVENSOLUTIONS
THAT WILLMOVE YOUR
BUSINESSFORWARD
Customer Analytics & Research
our experts drill deep into your data, identifying unmet needs and new
market opportunities. combining rigorous research with sophisticated
ideation tools, we find new ways of unlocking the value in your business.
• customer/shopper/member insights
• Promotional analysis
• Assortment and pricing analysis
• category/store planning
• market research/segmentation
Customer Strategy & Experience Design
our consultants help extend the bridge to true customer-centricity,
identifying your most promising opportunities and collaborating on
loyalty and cRm-based strategies to drive behavior, build engagement
and ultimately design an end-to-end customer experience.
• opportunity identification/benchmarking
• Readiness assessment/change management
• Economic modeling/case building
• Integrated solution design/implementation
• technology services
Loyalty Program Design & Operations
our experts help design, optimize and launch proprietary, partnership
and coalition loyalty programs – with the ultimate goal of capturing
the data-driven insights that allow smarter business decisions and
drive customer retention and growth.
• Benchmarking/economic modeling
• Program structure/design
• Implementation planning
• operations management/diagnostics
• Rewards fulfillment
Customer-Centric Programs & Tools
Leveraging data-driven customer intelligence, we help you optimize
marketing, merchandising and operations by developing more
targeted, effective and profitable strategies for all initiatives.
• marketing and promotion programs/tools
• merchandising programs/tools
• Assortment and pricing programs/tools
• collaborative vendor programs
• Store location tools
Insight-Driven Marketing Communications
Applying one-to-one marketing expertise honed through decades
of high-impact work, our full-service agency has won international
recognition by balancing sound strategy, deep insights, a mastery
of logistics and highly differentiating creative.
• Loyalty communications strategy
• cRm-based direct marketing
• Digital/mobile marketing
• Retail program development
• creative services
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LET USHELP
YOU GETCLOSER
TO YOURCUSTOMERS
You can make your business more relevant, more effective, more
competitive and more profitable – by creating richer relationships with
your customers. We look forward to exploring the opportunities with you.
1-888-515-8515LOYALTYONE.COM
LOYALTYONE.COM