Improving a loyalty program 👯

This retail client wanted to improve their loyalty program in key cities. They wanted research to understand what loyalty members wanted and potential partners to work with.

problem

Retail client wanted to create meaningful long-term engagement with their loyalty program but needed more signal before investing in full-blown pilots to try out their ideas.

research method (6 weeks)

A survey targeting 200+ loyalty programs in key cities to understand opportunities for bettering the experience of the program. Followed up by moderated interviews with 20 loyalty program members to design program focused on  brand partnerships.

solution

The solution bolstered the client’s business case with objective validation of their concept while also focusing the initiative by eliminating less valuable features and partnerships.

outcome

• 5 benefit themes to focus the loyalty program features

• 5 loyalty app usability solutions

• 5 strategic partners identified

• 6 quick win solutions, 6 strategic initiatives, 1 pilot program

Additional Samples of Work Available Upon Request