Framing a new loyalty program for a department store
Context
A department store with a 10-year-old loyalty program turned to VERTONE for help in defining a new customer loyalty program.
Objective
Capitalize on identified priority targets and value drivers to build a new, more effective and up-to-date loyalty program.
VERTONE contribution
- Diagnosis of the current system through interviews at head office and in the field, store visits, quantitative analysis (sensitivity to diversity, generosity, value over time, etc.) and benchmarking.
- Definition of customer loyalty strategy objectives, priority targets, prerequisites and biases
- Prepare and lead ideation workshops to identify and prioritize differentiating experiences and services
- Definition of the promise and structure of the target device and costing of the selected scenarios (costs, breakeaven)
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