This might be some form of loyalty programme, an engagement programme, a rewards programme, or even joining a coalition programme. Basically, whatever is right sized for your brand and aspiration, and is customer centric.

Our engagement can include:

Discovery – current situation, aspiration, ambition etc

Framing – Potential structures and ways they might work

Reflecting – Sharing and improving across the business, and together

Ideation – Putting flesh on the bones, programme shaping, initial identity work

Commercialisation – Sense checking the commercial realities, tech dependencies, timeframes and considerations of likely ROI, business casing.

Creation – go to market approach, comms plans, dependencies and prep for post launch

Launch – getting to market effectively and with impact

Ongoing – a lot of the focus of new schemes is the launch; the ongoing is just as important including customer engagement, analytics and reporting, evolution of customer behaviour programmes.

Approach:

We’d start with a workshop to flush out your appetite, objectives, the desired behaviours, technical and people capability, timeframe, level of generosity, the whole shebang.

From here we’d work alongside you, marketing, IT and operations, to frame up and shape the programme structure and determine the key dependencies. Often these include IT, store processes, digital environments and customer contact programmes; we’ll think about best practice with a dash of magic. We will workshop with your teams as needed, and research with customers, including testing ideas with them.

We can lead, work in partnership, or even be a reflector while you work through it all.

We have clear process to ideate possible programmes, and use customer research to inform and potentially co-create the final shape of the programme.