We Never Sacrifice a Client for New Business. Ever.
Proven Relationships. Powerful Results.
Our client services team will be a key point of contact, working closely with you to manage the day-to-day responsibilities of your loyalty and customer retention program. Our high-touch approach ensures that you’ll receive dedicated resources and expertise related to all aspects of your program – from executing your communications plan, content management and overseeing creative to managing ongoing relationships with strategic program partners and resolving issues if and when they arise. As an extension of your team, we also identify areas of opportunity and make recommendations for growth.
Implementing loyalty programs flawlessly is a key Kobie differentiator. We utilize a Project Management Professional (PMP) methodology to ensure the operational success of your loyalty program from day one. You’ll work with our dedicated operations team who will execute each step of the process – discovery, planning, design, building, testing, deployment and implementation. After your program has been on-boarded, we’ll collaborate with external partners and internal teams – Client Services, IT Development, IT Operations, Quality Assurance, Reporting, Marketing Services and Finance – to prioritize your projects and provide the highest level of operational support.
Conversions Made Easy
One of the most common concerns about switching to a new loyalty program provider is whether or not all your member data – points earned, redeemed, expired, forfeited and bonused – can be converted and stored based on your preferences, both online and offline. We’ll work with you to identify gaps and create a plan to manage them, should it arise.
Where the Magic Happens
Most of the magic happens through our loyalty expertise and ability to understand your business and your customers’ emotions and behaviors, at each touch point in the buyer journey. Then, we deliver on your objectives more nimbly than the competition. We are 100% grounded in your customer experience. It’s what we eat, breathe, sleep and live. As a result, we consistently deliver distinctive, high-performing creative services for a wide variety of projects in print, digital and interactive media.
Our approach provides a seamless linkage between analytics, communications planning and creative execution. At each step we are focused on delivering results-driven communications. Our strategic services team lays the foundation for an effective, engaging loyalty program through a rigorous process of establishing financial goals and objectives, recommending strategies to achieve those goals, measuring the impact of initiatives, using analytics and reporting to understand member behavior to drive future marketing initiatives. Working hand-in-hand with the client services and strategic services team, we maximize the return on your marketing expense through highly effective and motivating campaigns.
In short, our team is structured to deliver unparalleled expertise to maximize engagement across channels and devices for a seamless customer experience. We deliver quality work consistently and have the ability to meet turnaround times that others simply can’t.
We also deliver:
Engagement Marketing Strategy
Our engagement marketing team develops customer experience and engagement strategies across industries. We leverage channel-specific, insights-based thinking and analytics to develop relevant segment and audience-specific messaging, positioning and an overarching communications plan to support your KPIs and customer experience goals.
Kobie’s creative services team offers exceptional user experience design (UX and UI), graphic/visual design and copywriting, driven by strategy and in line with your communications plan, brand voice and visual style.
This includes creating the usability (client/brand goal all the way through how customers interact with it) across channels, understanding customer actions and their impacts on the UX/UI, effectively delivering the value proposition to a specific segment, communicating the brand (such as brand standards and guidelines), as well as understanding what ability we have to create net new pieces within the loyalty framework.
Front End and Back End Development
We’ll work with you to create innovative, immersive, modern solutions – digital, web, mobile app, etc., and integrate them everywhere – be it with our own proprietary technology or third-party technology. We pride ourselves for being on the cutting-edge of innovation and extremely knowledgeable about traditional and non-traditional trends and tools used to deliver on the customer experience.
The production team applies best practice knowledge for the execution of all client campaigns, media, delivery and items related to production design. You can utilize our agency from a soup-to-nuts, full-service offering or work with us for select services that suit your needs, such as campaign management.
As a full-service agency, Kobie’s brand marketing services include, but are not limited to: public relations, loyalty program or partnership brand messaging and positioning, thought leadership/content development, and conferences/owned-events to drive reach and engagement.
Our client strategies are crafted to your specific needs, target audience and KPIs to capitalize on market opportunities. We’ll make you look good, sound good and turn heads.
The traffic and project management team uses time-tested methodologies to ensure the successful completion of all projects. They work closely with internal teams across the organization to determine scope, schedule resources and ensure all aspects of the project are completed on time and within budget. They also develop and maintain detailed scheduling and reporting data and KPIs for customer experience.
We’ll work with you to develop marketing campaigns with whatever degree of hands-on involvement you need. Your participation in the planning process can range from providing overall direction to participating in all aspects of campaign development and implementation. The collaboration between strategic services, creative services and your account team ensures that each individual campaign, as well as the overall marketing communications budget, is optimized to drive member behavior in support of your program’s financial objectives.
The Right Partnerships Make All The Difference
We cultivate relationships and negotiate rewards and benefits that will become a point of differentiation for your loyalty rewards program. Engaging members, creating a revenue stream and reducing program expenses, are just the tip of the iceberg when it comes to our third-party partnerships and their benefit to your program.
We’ll work with your team to build a customized partner rewards strategy that will appeal to your customer base and meet your financial parameters.
The Final Step in our End-to-End Loyalty Approach
Rewards and fulfillment are a key step in the loyalty and brand experience process. We offer a turnkey solution based on the needs of your business, targeting program members and your value proposition. Using our extensive and growing partnership network, we source the appropriate mix of appealing rewards in the form of:
- Gift cards: hundreds of national brands and regional or local rewards
- Merchandise: over 10,000 SKUs
- White glove service: on big ticket items such as TVs
- Experiences: exciting, exclusive rewards that add sizzle to your program
- Travel: ranging from a full service booking portal for point redemption or purchase, to certificates and statement credit
By working with Kobie on your loyalty program, you alleviate the need to purchase, store and keep reward and gift card inventory. We oversee real-time levels and proactively replenish rewards in alignment with your requirements and approval processes. In addition, we continually track redemption and marketplace trends to update and maintain appealing rewards that drive appropriate member behaviors. Members can redeem at the point of sale, by calling one of our contact center agents, online or via their mobile phone.
We’re Here to Serve Your Loyal Customers
Our contact center teams, all of which are based in the United States, are trained to provide the level of service your customers are accustomed to receiving. When a member dials our contact center, they will speak with a knowledgeable agent who is well-versed in all aspects of your loyalty program. Depending on your contact center needs, we can create training manuals with detailed processes regarding escalation and a workflow for operations.
All contact center agents are trained in-person by members of our staff. We also conduct weekly calibration and quality assurance meetings, such as call monitoring, to ensure only the highest level of service. In addition, we offer instruction courses and are ready to train agents when/if your loyalty program changes.
We ensure your members receive top-notch customer experience. Each and every time.