Approach

Our approach, designed in 8 different steps, will assist you in the development of the optimal program for you, based on your business needs and goals.

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Our 8-step approach

Here are just a few of the many companies who have successfully used this approach :

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  • 1 Loyalty training

    Training session for managers of various departments throughout the company to ensure a better understanding of a loyalty program’s ramifications, mechanisms, advantages and success factors. Training is the best initiative to engage and motivate managers into the development of a new program.

  • 2 Understanding of the organization and its challenges (Qi-35)

    Q&A session with management to help us better understand the organization; its business goals, operational policies, business strategy and vision, legal and operational constraints, as well as its challenges and opportunities.

  • 3 Best Practice Analysis of competing programs and other programs in your business sector (BP-i)

    Analysis tool (Best Practice Index) that identifies the best loyalty practices in your activity sector, and compares between 8 to 12 of the world’s best programs in your industry (comparison made on 12 to 15 various elements), including your competitors programs, if any.

  • 4 Development of the program parameters (Qi-220)

    Participatory approach and workshops where managers are invited to participate in program development to help define the 220 parameters that will make up the perfect program for the company, according to its goals as well as operational, technological and other constraints.

  • 5 Initial measurement of the ROI (SUMM-IT)

    Return on investment analysis model to design the program developed in step 4, to identify all costs and revenue generated by the new program in a 5-year period and to compare various financial scenarios before implementing a relational program or a loyalty program.

  • 6 Research and validation with customers (Trade-off Analyisis)

    Survey the company’s customers and non-customers through our research partner to validate some of the financial model assumptions (step 5) related to the changes in the behaviour of various customer segments. Use the trade-off analysis to identify the best combination of program parameters for the customers (attraction) and for the organization (profitability).

  • 7 Evaluation of scenarios and adjustments to the ROI model (SUMM-IT)

    Data collected in step 6 is integrated into the ROI analysis model to increase the accuracy of the model and calculate the program ROI.

  • 8 Assistance and guidance required for implementation

    Depending on what you need, we can help your teams to plan and develop the market test, plan the launch and prepare the program operation. We generate checklists that are very useful for the various departments of the company (operations, finance, information technology, human resources, legal, etc.)

“The relevance of communications and interactions with customers accounts for 66% of the purchase decision; the price, on the other hand, explains 33% of the decision”.

Harvard Business Review, January 2015.

“Among the most successful companies, those that focus on customer analytics show a growth rate of earnings of 11% compared to just 3% for the others.”

McKinsey & Company, June 2014.

“A large majority of companies are fundamentally rethinking their strategies for engaging individual customers. The biggest motivator is their desire to increase customer loyalty.”

Worldwide survey among 1,300 executives, The Economist, Intelligence Unit, 2013.