Gain the trust of your customers and establish long-term membership and loyalty by designing propositions, services and experiences that provide real value.
Explore new ways to reposition the consumer journey beyond traditional channels
Build meaningful, sustained customer relationships that drive engagement and brand loyalty
Employ the latest data-enabled technologies to engage and interact with consumers through personalized, delightful experiences
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Membership and loyalty shouldn’t only be personalized—they should be personal. To deliver value at every step of the customer journey, organizations must empathize and analyze, keeping the customer at the center of every decision. By deploying innovative technologies empowered by rigorous market and consumer research, brands can provide powerful membership experiences that establish personal, effective and meaningful relationships. But in order to maintain those relationships, teams, organizations and systems must be flexible and responsive, delivering value at speed for both customers and the business.
have a negative perception of current loyalty programs
We believe that true loyalty is all about human emotion. Consumers want respectful, rewarding and long-term relationships, and the key to unlocking them is through higher emotional engagement. Reciprocity—the idea that people enjoy giving as much as they do receiving—is central to our approach. Consumers don’t value their loyalty relationships because they receive arbitrary rewards or marginal benefits from them, but because they want to feel like the brands they know and love know and love them in return. We help our clients achieve this intelligent empathy with their customers and teams by orchestrating the capabilities, channels and technologies they need to enable new modes of engagement, commerce and loyalty.