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Loyalty & CRM Agency

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We identify customer churn factors

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... design retention and engagement tools

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You celebrate your profitability growth

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Loyalty & CRM Agency

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Case Studies

Long-term loyalty program

How to increase the average revenue per customer by 41% for B2B sector, in professional food purchasing, restaurant sector? Get to know the finalist of "Silver Mercury" competition, nominated in "Best Loyalty solution for B2B"

Long-term CRM Project

How to reduce the customer churn rate and convert "inactive" customers into loyal ones? How to manage consistency of product demand and chose a correct communication channel? Get to know our CRM solution for retail sector.

Long-term CRM Project

Strict government regulation of the industry as a driver of the innovative approach to communication with healthcare professionals and medical representatives. Take a look at the case study of a CRM success story on the pharma market

Long-term customer loyalty program

How to reduce the customer churn rate and convert "inactive" customers into loyal ones? How to manage consistency of product demand and chose a correct communication channel? Get to know our CRM solution for retail sector.

Predictive transaction analytics (Big Data)

Do you want to gain more profit by analyzing data accumulated by your company? Take a look at our project for the OBI store chain!

Unilever Food Solutions

Long-term loyalty program

Tasks
  • To increase average revenue per customer of brand B2B customers (restaurants, cafes, canteens)

  • To increase the financial efficiency of marketing activations (ROMI)

  • To create the channel of immediate client communication (customer online cabinet, SMS, e-mails, call-center)

Mechanics

Product Acquisition

Participants purchased products for professional kitchens (Knorr, Hellmann's, Calve)

Special Stickers

On each package there was a special sticker with a unique code

Code Registration

Registering codes by sending them via text message to a short phone number or on the website, participants earned bonus points

Bonus Points

Bonus points could be traded for prizes: branded products, gift certificates, appliances, etc.

Instruments Involved
  • Launched the Loyalty program Web site

  • Launched SMS server to process outbound (brand to client) and inbound (client to brand) messages

  • Launched ‘bonus constructor’ for bonus points’ settlement for customers

  • Launched Big Data analysis module to automatically generate special offers for customers based on their purchase activities

  • Launched ‘gamification’ module to increase the customer base and reinforce the communication between client and brand

  • Launched three-level customer care

  • Introduced the prize catalogue (including the suppliers)

  • Managed the prize delivery process (verification and prizes logistics)

  • Delivered regular customer activation activities (special offers, promo, new products)

Results

Increased average revenue per customer by 41%

Increased consumer purchase basket by 2.4 items

Project became the finalist of "Silver Mercury" competition in the nomination "Best customer loyalty solution for B2B sector"

Dior

Long-term CRM Project

Tasks
  • To increase the average revenue per customer
  • To increase amount of items in customer purchase basket
  • To increase amount of repeat purchases
  • To guarantee the secured collection, storage and processing of customer personal data (in accordance to legislation requirements (Federal Law of Russia, 152)

Mechanics

Live Interaction

Dior beauty consultants invite the brand customers into the Dior Club program and enter the customer data into the mobile iPad application

Data Collection

LOYALME technical platform collects and processes all the personal data and purchasing history of each customer

Triggers

To activate the customers and stimulate the next visit to the Dior retail store, a set of automated communication scenarios (triggers) was developed

Customer Activation

Certain customer behavior caused special offers to be delivered via email and SMS channels

Instruments Involved
  • Mobile application (iPad) to use in Dior retail stores
  • Triggers to create and deliver special offers to the customers
  • Automated communication scenarios targeted to the relevant customer groups
  • Training activities of beauty consultants at selling points (boutiques)
Results

Increased repeat purchase by 18%

Increased consumer basket by 1.8 items

Increased average revenue per customer by 7%

Lilly

Long-term CRM Project

Tasks
  • To increase product recommendation via raising the brand loyalty among urologists

  •  To drive the number of visits to urologists by potential patients

Mechanics

Data Collection

Arranging for collection of personal data of doctors interested in the brand communication, maintaining the ’Urologists of Russia‘ map

Educational Activity

Conducting educational sessions with the country’s top urologists, online broadcasting and records management

Segmentation

Several DIY product purchase scenarios (sequences) are determined

Communication

Personalized trigger communication with doctors based on their preferences and behavior (e‑mail, SMS)

Instruments Involved
  • Mobile application (iPad) to use in Dior retail stores
  • Triggers to create and deliver special offers to the customers
  • Automated communication scenarios targeted to the relevant customer groups
  • Training activities of beauty consultants at selling points (boutiques)
Results

‘Make a doctor’s appointment’ click rate increased by 75 %

‘Qualified contacts’ with doctors increased by 81%

Stable NPS score growth (18-26 points per year)

Estee Lauder

Long-term customer loyalty program

Tasks
  • To increase the average revenue per customer

  • To increase amount of items in customer purchase basket

  • To increase amount of repeat purchases

  • To guarantee the secured collection, storage and processing of customer personal data (in accordance to legislation requirements (Federal Law of Russia, 152)

Mechanics

Live Interaction

Beauty consultants in boutiques of La Mer and Jo Malone enter their boutique client data (client personal and purchases data) in the special iPad application

Code Registration

The registration of purchases in the application permits to earn bonus points for further exchange of collected points into prizes from the prize catalogue

Triggers

To activate customers and stimulate repeat boutique visits a set of automated communication scenarios (triggers) was developed

Activation

Certain customer behaviors trigger the special offers to be delivered via email and SMS channels

Instruments Involved
  • Mobile application to register boutique customers as part of customer loyalty program

  • Triggers to create and deliver special offers to the customers

  • Automated communication scenarios targeted to the relevant customer groups

  • Training activities of beauty consultants at selling points (boutiques)

Results

Increased repeat purchase by 22%

Increased consumer basket by 1.3 items

Increased average revenue per customer by 11%

OBI

Predictive transaction analytics (Big Data)

Tasks
  • To reduce customer defection to competitors in the ‘Just Moved In’ segment by way of the brand’s personalized offers depending on the degree of DIY work required

Mechanics

Analysis

Within the framework of the project, more than 7,000,000 cash desk transactions from OBI hypermarkets are analyzed

Pattern Identification

The ”Data Analytics” module of the LOYALME technical platform is used, thus reducing the time required for pattern identification in the database

Scenarios Determination

Several DIY product purchase scenarios (sequences) are determined

Communication

A communication plan including a special purchase offer for the next product in the sequence is drawn up for each scenario

Instruments Involved
  • Behavioral pattern matching module
  • Key scenarios analysis and selection methods
  • Analysis of the previous brand activations
  • Communication strategy
Results

Determining 25 key scenarios based on the analysis of more than 7,000,000 transactions

Projected increase of the response to the brand’s special offers up to 15%

Projected average ticket increase up to 10%

Approach

Strategy

  • We establish customer preferences and connect them with brand targets

  • We develop program value proposition for participants

  • We develop the financial modelling of the program

  • We set short-term and long term targets and KPIs of the program.

Design

  • We collect the program technical requirements

  • We develop program business case with a set of relevant KPIs (NPV, IRR, ROI etc.)

  • We create gamification scenarios’ prototyping

  • We define the program mechanics: participation levels, rules for bonus earning/claiming

  • We perform the preliminary segmentation of program participants

Building

  • We adapt LOYALME technical platform for specific program needs

  • We define communication channels for program participants (on-line & off-line)

  • We make rewards catalogue agreements with program partners/suppliers

  • We work through legal aspects of the program

Running

  • We deliver regular program participants' activation

  • We manage participants’ data processing

  • We manage program rewards operations

  • We track program performance efficiency and KPIs

  • We design and deliver program reporting

Set up the free consultation
Contact us

New York

+1 (646) 620-72-49

77 Water Street, 8 floor, New York
NY 10005, USA

info@loyalme.com

Moscow

+7 (499) 553-07-83

Zoologicheskaya str., 1

info@loyalme.com