Loyalty: the key to your business growth

CONTEXTLoyalty: a vital strategy

Investing in loyalty means investing in improving the reputation and brand image, increasing customer satisfaction and, therefore, their loyalty and time spent with the company. This has a direct impact on the business.

In the face of increased competition, channel saturation, a world cookielessWith the rapid changes in user consumption patterns, and inefficient loyalty strategies, creating a good loyalty strategy is vital to reach an increasingly demanding consumer.

CHALLENGE Sustainable and sustained growth

Build and implement a strategy for loyalty that entails a real increase in the customer satisfaction and the consequent impact on the income statement of the company.

The competence The market is becoming increasingly intense and new players are appearing on the market, which means that consumers' options are multiplying exponentially. In this context, brands must not only focus on attracting new or more customers, but also on retaining valuable customers.

On the other hand, the cookiless policies, privacy, contactability, and frequency policiesThe increasingly demanding nature of the market makes it more and more necessary for companies to obtain their own source of data in order to personalize the customer experience, make marketing campaigns more efficient, reduce costs and improve conversion rates, reduce the cost of acquisition, increase customer engagement and value, reduce the rate of abandonment.... all of which is aimed at continuing to grow in a sustainable, sustained and efficient manner.

RESULTSImpact in numbers

• 75% from consumers have changed their purchasing habits and are more willing to switch brands
• There is more 60% likelihood of selling to an existing customer vs 5% a new customer
• The acquisition cost is multiplied by 7
• The already customers typically spend a 67% versus newcomers who have never bought from the brand before
• 50% from customers are more prone to try new products

These data reveal an undeniable truth: customer loyalty is a priceless asset and its construction is a strategic necessity for the long-term viability of any business.

In this context, the customer loyalty is not limited to the creation of rewards programs, but encompasses a wide range of holistic approach which involves a deep understanding of individual customer needs, expectations and preferences. The ability to adapt to changing market demands and deliver personalized experiences has become the key currency in today's economy, where loyalty is earned through authenticity and constant relevance.

A GLOBAL SOLUTIONSolution #Digitalfullness

At NATEEVO we are experts in developing tailored loyalty solutions, regardless of our clients' level of maturity in terms of loyalty strategies. We adapt, whether our customers already have an existing program or if you don't have one and want to create it or simply want to activate a loyalty program strategies to improve retention of its customers.

Our loyalty solution encompasses a holistic approach, which takes into account:

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  Strategy

  - Loyalty program definition. Cycle between earning and redemption.
  - Definition of business rules. Incentive-effort relationship. Perceived value.
  - Data governance, acquisition, use and exploitation. Forecasting.
  - Engagement score models, customer value matrix.
  - Growth: Attraction, conversion and engagement strategy.
  - Positioning, growth and relevance
  - Branding
  - Financial strategy

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  Technology

  - Analysis, stocking and implementation of the most appropriate tool
  - Technology accelerators (e-commerce, CDP)
  - Automation, hyper-personalization of communications
  - Omnichannel: connected interactions
  - Data management: Data architecture and orchestration.

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  Operation

  - Loyalty experience: incentives, redemption, member service... Simple mechanics, easy redemption.
  - Operational efficiency/structure. TOM. Efficient operation. Process automation.
  - Agile go-to-market, accelerators, partnerships.
  - Change management/ continuous improvement models

SERVICESFrom strategy to operation

Below are some of the services we offer and can work with:

Contact strategy. 360º customer vision

We analyze the typology of customers, their preferences, behaviors... and the different business KPIs in order to define an activatable contact strategy focused on results, taking into account all channels and business units of the customer, to obtain that cross-cutting vision.

• 

  Journeys and personalized experiences

  We analyze the entire customer journey and every touch point to improve the customer's experience with the brand and improve their level of engagement and satisfaction. We create hyper-personalized communications that are truly relevant to customers and allow us to create valuable, long-term relationships.

• 

  Benchmark of tools

  We analyze the technological stack and the pieces that compose it, the business and functional needs, in order to recommend the best tool that adapts to the needs of our clients.

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  Loyalty experience

  We understand and analyze the overall customer experience, detecting those points of improvement in which we must work to improve that experience, in order to achieve the business objectives set: NPS, engagement, LTV.....

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  Governance and operating model

  In any loyalty program or strategy, having a model aligned and ordered with the organization is indispensable, taking into account both human and technical resources, as well as the interrelation between these and the processes.

• 

  Clustering and definition of business rules

  Advanced segmentation strategies based on data and clustering in order to define actions aimed at taking customers to the next level. We define and establish business rules based on preference and behavioral data intelligence.

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  Value proposition, experiential and creative

  We create, develop and launch the loyalty program brand, its promotional strategy and value proposition. We take care of everything, from the definition of the concept and the brand, to the necessary creativities to implement in the different channels.

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  Program launch and acceleration

  We build the necessary communication strategy to promote the link with the end client. Definition, development, implementation and launch of the necessary communications to promote awareness of the program, not only externally, but also internally through change management strategies.

Loyalty Hub From customers to brand fanatics

Access to the exclusive content we present in Loyalty 4.0: from customers to brand fans:

– Exclusive study in which you can find out whether current loyalty strategies are meeting customer expectations.

- Full video of the event and presentations with leading experts: Rocío Lara, Head of Communication and Strategy at MAPFRE, Jorge Lluch, Global Consumer Engagement & Loyalty Director at adidas, Ignacio González-Posada, Director of Commerce and Retail at Mastercard, Kiko León, Customer Strategy & Operations Director at Decathlon, and María Torrecilla Ducás, Head of Loyalty and Multienergy B2C at Repsol.

- Presentation and resources.

We invite you to schedule a personalized session and we can tell you more about the use cases that we have already developed and that are being a success.

Contact us at