Customer Loyalty Strategy
Loyalty goes beyond creating a reward based points programme. Loyalty is not a marketing campaign, but a strategy, which needs to be fully embedded into your organisation.
Truth has extensive experience in all things loyalty. Whether it is to evaluate, build or rebuild a loyalty programme, big or small, we have the expertise to deliver this for you. Our customer centric strategic approach allows us to deliver bespoke programmes tailored to your business and most importantly to your customers whilst ensuring the programme remains financially viable for your business.
At Truth, we focus on simplifying the relatively complex and overcrowded world of loyalty & rewards for our clients through our robust 8 step approach to loyalty strategy development and design.
Truth’s 8 step approach to loyalty programme development & implementation.
STRATEGY DEVELOPMENT & PROGRAMME EVALUATION
We will delve into the details of your business strategy to fully understand how the loyalty strategy must deliver in alignment with your broader business strategy.
PROGRAMME DESIGN
Truth will present global loyalty trends and best-practice case studies tailored to your business environment / category to generate the appropriate design for your business.
CONCEPT TESTING & CUSTOMER RESEARCH
Truth conducts customer research forums whereby we test your customers’ perception of your loyalty design, user experience and benefits associated to the programme design.
MEMBER ENGAGEMENT
Truth will assist you in formulating your member engagement plan.
TECHNOLOGY PLATFORMS
Finding the right technical partner to run your programme’s required architecture can be a timely and costly exercise. Truth will assist you in the appropriate technical resources and capability evaluation plus resourcing the technical loyalty provider. If it is required we deliver a full RFI / RFP process.
BUSINESS CASE/COMMERCIALS
We assist your finance teams to create the business case and work closely with them to determine the various scenarios and projections for the programme’s viability.
PROJECT IMPLEMENTATION
This step includes detailed project plans and a critical path to launch to assist the project team in getting the loyalty programme ready for launch across stakeholders and channels.
PROGRAMME MANAGEMENT & KPIS (POST-LAUNCH)
We continuously measure progress against your KPIs, as well as industry benchmarks and best practices, to meet objectives and improve upon them.
Strategically, many loyalty programmes are launched to convert an unknown customer into a known customer. However, that alone is not enough. Nothing less than personalised, relevant and timeous engagement will help you realise the true value of your greatest asset: your customer.