Customer Engagement Products & Services

With several decades of award winning customer loyalty program strategy & design experience, expertise, and success, we will design a customer loyalty solution for your brand that will stand the test of time. We pride ourselves on designing strategically differentiated loyalty programs that will enrich your brand, be loved by your customers, operationally intuitive, and financially accretive. We employ a methodical and proven approach that will provide you with a best of breed customer loyalty program design.

Loyalty programs can lose their luster and effectiveness over time for many reasons. We are experts at re-imagining the loyalty program design and member experience to ensure that your program is differentiated, compelling, and driving your strategic enterprise-wide business objectives. We have a multi-phased rapid renovation process which will modernize your loyalty program, become more loved by your members,  and restore its strategic and financial impact for your business. We offer flexible options to help you reimagine your future state loyalty program. 

Partnerships are vital to engage and grow your relationship with your customers. We are experts at identifying brand-congruent, customer appealing, and financially incremental partnership brands.  Whether you are seeking a strategic, transactional or promotional partnership, we can help.  We offer the following services: partner sector identification, partner brand specific prospect scoring and evaluation, impact modelling, partner solicitation, negotiations, implementation, and partner management.

A strategic asset of any loyalty program is the ability to create a brand-congruent and personalized cadence of proactive and automated communication with loyalty program members. We design lifecycle management strategies that embody proven principles and mechanics that engage members in all four phases of engagement: Acquisition, Onboarding, Engagement  and Win back. Our lifecycle management strategies intelligently harmonize both master brand and loyalty program communications. They are configured to automatically trigger member actions and take stock of inactions to drive profitable member behavior change and loyalty to your brand. 

Vendor funding of a loyalty program is vital and can be very lucrative for high and mid frequency retailers. It requires experience, know-how, and significant collaboration between your brand's loyalty and category management teams. We have decades of experience helping retail brands design and implement vendor funded loyalty strategies that grow the share of financial contributions from vendors, increase vendor sell-through, and more profitably grow the retailer's member sales.

An investment in a customer loyalty program is a major corporate expenditure. We are ardent advocates of testing and learning before rolling out a customer loyalty program. We will work collaboratively with you to furnish you with a customized and pragmatic pilot approach and plan. Our pilot strategy will provide your organization with the confidence that you have properly configured pilot(s) which will permit you to make informed and reliable decisions for an eventual loyalty roll-out.

We have a proven and unbiased loyalty program audit methodology that will provide you with a clear barometer of the efficacy and impact of your current customer loyalty program. We will examine your program across multiple critical dimensions and give you the straight goods on the health and future viability of your program. We will also furnish you with directional recommendations for remediation.

Your brand and loyalty program is only as good as your customers' perception of their experience. We double down on ensuring that your brand and loyalty program are engendering an exceptional customer experience for your  customers and members. We will audit your existing customer experience through the lens of your member cohorts to understand their pain points, needs, motivations, and influences. We will make recommendations to your customer experience in order to deliver an optimal brand and loyalty experience for your customers and program members.

We are experts at designing and facilitating new customer loyalty and experience product and service ideation workshops with a cross functional set of your corporate resources. We offer half-day or full-day customized workshops at your premises or offsite. We employ human behavioural design principles, stimuli and the latest learnings in the industry to spark your team's creativity. Our facilitator is an expert with a proven track record of using  divergent and convergent team-based activities to deliver new customer loyalty and experience features and attributes for your brand.

A brand is only as strong and valuable as its customers' beliefs in the brand. We have extensive experience conducting facilitated live customer co-creation work shops with brand's customers to reimagine your brand and loyalty program experience. The best part is, you get to sit in live beside your customers and observe their co-creation in real time. These half-day sessions are invaluable to understanding their pain points, needs, and motivations from your brand. You will witness them reimagine your brand's experience right before your eyes.

Voice of your Customers is critical to ensuring that your brand and loyalty program is living up to the expectations of your customers. It is also a great means to learn more about your customer's pain points, expectations, and ideas to evolve and grow your brand and loyalty program. We offer professional customer focus group moderation services accompanied by a full report of insights and recommendations. These sessions can be easily booked around your schedule.

We recognize that there is often an immediate need for customer engagement resources. It can take time to bring on such resources. Having worked on the brand and agency sides of the business world, we can provide you with immediate embedded experienced resource on a part-time or full-time contract basis. We would be delighted to discuss what type of resources you are seeking.