“Fully engaged customers deliver a 23% premium over the average customer in share of wallet, profitability and revenue.” – Capgemini
Member Engagement
Too much focus is placed on the loyalty programme launch and too little real planning goes into ongoing loyalty programme engagement post launch. We recommend that the first 12 months of the member experience needs to be planned, mapped out, and designed into the member communications and into the loyalty technical build and capability.
For simplicity, we split the various elements of member engagement into four pillars. It is possible (but definitely not recommended) to plan and manage them as independent pillars. However, optimal loyalty programme management and integrated communications require the four pillars to co-exist and work together.
“we needed to achieve at Waltons and have guided us on the path to customer centricity”
It has been an absolute pleasure working with Truth. They instantly understood what we needed to achieve at Waltons and have guided us on the path to customer centricity. We worked closely with Truth’s MD, who seamlessly put our ideas into actionable insights, helping us keep track with our project plan to start to implement a companywide customer centric strategy. The service we have received from Truth has been very professional. I have loved every minute of working with the Truth team and have learnt so much from their industry experience.
Jenny Henrick, Former Group CRM Manager, Bidvest Waltons.
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