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Building customer loyalty programs

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smittal
smittal

a 7 step presentation on how one needs to go about building a customer loyalty proram (primarily in the organized retail industry)

BusinessTechnologie
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Building Customer Loyalty A tale in 7 steps
1. The Shape Shifter ,[object Object],[object Object],[object Object]
Leveraging Customer Knowledge ,[object Object],[object Object],Scoring and segmentation, propensity models, churn analysis, satisfaction scores, lifetime value metrics, Store scoring, market basket, exceptions…
2. The Painter ,[object Object],[object Object],[object Object]
Getting the concept right ,[object Object],[object Object],Objectives, metrics, software, membership, tiers, rules & processes, earn-burn, rewards, benefits, communication, helpdesk, partners, ROI, budgets…
3. The Card Magician ,[object Object],[object Object],[object Object]
The Loyalty Card ,[object Object],[object Object],Smart card, RFID, Mag stripe, bar code card, affinity cards, card variants, co-branded cards, card readers, carding…
4. The Neuromancer ,[object Object],[object Object]
IT and the Prorgam ,[object Object],[object Object],Loyalty software, CRM software, analytical CRM software, marketing database, POS integration, liability tracking, points banking, campaign mgmt…
5. The Band ,[object Object],[object Object],[object Object]
The Loyalty manager ,[object Object],[object Object],Loyalty manager, loyalty agency, CRM consultant, IT team, Software developer, events & promotions team, rewards team, creative agency...
6. The Campaigner ,[object Object],[object Object]
Campaign Management ,[object Object],[object Object],Campaign calendar, welcome kit, statements, coupons, day-part based, cross sell, activation, churn prevention, win-back, relationship building…
7. The Timekeeper ,[object Object],[object Object],[object Object]
A matter of patience ,[object Object],[object Object],Points liability, breakage, ROI, enrolment, member base, activity levels, satisfaction scores, incremental revenues, wallet share, referrals
To Summarize ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cartesian Consulting www.cartesianconsulting.com Sandeep Mittal (BE - Pune Univ, IIM-Cal): The Business Head of Cartesian, Sandeep has 7 years of varied experience spanning CRM, analytics, loyalty program management, direct marketing and website development. With past stints as an entrepreneur heading a technology startup and a music portal, Sandeep spearheads the Cartesian practice. Sandeep can be reached at [email_address]

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Building customer loyalty programs

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  • 17. Cartesian Consulting www.cartesianconsulting.com Sandeep Mittal (BE - Pune Univ, IIM-Cal): The Business Head of Cartesian, Sandeep has 7 years of varied experience spanning CRM, analytics, loyalty program management, direct marketing and website development. With past stints as an entrepreneur heading a technology startup and a music portal, Sandeep spearheads the Cartesian practice. Sandeep can be reached at [email_address]