Strategy Drives Results

Our omnichannel approach to loyalty and customer experience ensures that you reach customers at every touchpoint – in real-time. From program design to analytics, communications planning, and brand experience, we are committed to helping our clients build the right program – one that will help them retain customers, drive incremental profits, and create stronger engagement between customers and your brand.

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• Loyalty Program Design

  Kobie has extensive global experience across industries. Our program design team brings deep expertise in loyalty and customer engagement strategies that get results. Whether you’re building the business case for a loyalty program, launching a program, or improving one that already exists, we can help.

  We offer fresh perspectives and insights based on your specific needs and can tailor loyalty programs for businesses of any size within any industry.

  Our customized consultative services include:
  • Business Case Development
  • Loyalty Program Assessment
  • Loyalty Program Enhancement
  • Enterprise Loyalty Program Design
  • Communications Planning
  • Strategic Planning

  We also develop customized strategies that make the most sense for your organization, be it:
  • Identifying relevant and meaningful value proposition
  • Managing all aspects of a merchant funded program
  • Engaging members through mobile and social channels
  • Gamification and strategies related to emerging engagement trends
  • Building communities around brand advocates

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  Crafting Your Best-in-Class Loyalty Program
  Our loyalty program design process starts with setting goals and gaining alignment around key objectives and priorities. Our team will analyze data, determine program feasibility, and build a financial model as part of the strategic recommendation. Customer acquisition, engagement and retention are leading priorities, and Kobie will ensure a smooth evolution in the loyalty program design process.

  We take a multipronged approach to ensure your program is a success.
  

  Not Ready for a Loyalty Program? Start with a Strategy Session.
  Our strategy session will help you determine organizational readiness and feasibility. We can help determine the potential benefits that an investment in a customized loyalty program would return for your company. This one-week engagement typically includes:

  • An in-depth needs assessment and vision planning
  • SWOT analysis & organization readiness assessment
  • Defining objectives and key performance indicators
  • Understanding operational processes and tactics
  • Outlining business and marketing requirements
  • Conducting competitive secondary market research
  • Building a high level financial model to project financial impact
  • Determining the need for: business case, loyalty program service provider or partner, organization internal investments.

  At the end of the strategy session, you’ll understand the feasibility of a customer loyalty program internally, with customers, and within your marketplace. Our process can be utilized for organizations with an existing customer loyalty program/strategy in an effort to enhance it or leapfrog the competition. We are confident that by the end of the weeklong strategy session, you’ll have a deep understanding of the potential benefits of a customer loyalty program and its effects on your specific business.

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• Data Analytics

  Data Drives Insights – Insights Lead to Results
  Gathering insights into your customer base strengthens the customer relationship. We engineer experiences that allow you to identify and retain profitable customers. A thorough understanding of your customer’s behavior and potential actions can catapult you above your competition, resulting in high customer retention and sales rates.

  Delivering Insights Around Every Aspect of Loyalty
  We can help achieve a number of outcomes, some of which include: Delivering relevant messages and offers to target groups. Understanding member participation. Measuring and tracking behaviors. Increasing customer lifetime value.

  Whether you’re trying to get customers to stay longer, spend more, or recruit new customers, we can help you extract insights using data mining and statistical analysis techniques. Plus, we’ll help you understand how to leverage data from proprietary technologies such as our advanced technology platform, Kobie Alchemy®, which integrate seamlessly across web channels. With these customer loyalty tools at your disposal, you’ll be able to track every movement of your customer base.

  This is How We Do It:

  We Measure Everything. Period.
  Our analytics services are equal parts analysis, acumen, and vision. Throughout the life of your customer loyalty program, we’ll work closely with your team to understand your financial objectives, build a loyalty program financial model, and set key performance indicators, providing ongoing analysis.

  Unparalleled Insights

  Insights are tied to the pieces of your business that have the most impact on the bottom line. Using the data gathered in these insights can make the difference between acquiring or losing a customer. Kobie offers a host of analytics analyses, some of which include:

  • Behavioral segmentation and contact optimization
  • Predictive analysis and modeling
  • Data communications planning and execution
  • A/B and multivariate testing

  We provide detailed reporting that allows you to track KPI trends and make important decisions about your loyalty program.

• Communications Strategy and Planning

  If Your Targets Can’t Verbalize it, You’ve Failed to Communicate it.
  Through a dynamic and multifaceted communications strategy and plan, we’ll help you clearly communicate loyalty program benefits to your customers. We do this by engaging members across multiple channels and touchpoints – mapping behaviors and actions to key metrics. Our goal is to encourage relevant interactions and customer engagement.

  Our award-winning creative team works closely with our strategy and analytics team to implement best practices for your communications initiatives.

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  Omnichannel Loyalty – The New Frontier
  Our omnichannel creative approach is built on predictive metrics to reach the right target via the best channel and time through contact optimization.

  Multivariate testing is utilized to test the effectiveness of marketing messages and offers to segments of the market that you want to influence or engage. Our clients have seen dramatic increases in response rates and engagement by utilizing this service.
  

  Your loyalty marketing communications strategy and planning efforts will be optimized through seamless integration of strategy, analytics, and creative efforts, targeted campaign offers, customized measurement plans and contact optimization to fine tune your campaign.

  Content Management and Campaign Governance Plan
  Our team consistently delivers customer retention campaigns that are a powerful reflection of your brand, paying forward the loyalty value proposition. We drive response rates, optimize customer engagement and execute at an agency level across channels.

  Omnichannel Creative Approach
  We execute at an agency level across channels. Some of our services include:

  Digital Interactive Website Experience
  • User Experience Audit
  • Wireframes
  • Design Concepts
  • Design Development

  E-communications
  • Trigger
  • Promotional
  • Targeted
  • Baseline
  • Campaigns

  In-store Presence
  • DM
  • Signage
  • Advertising
  • Video

  So – Mo – Lo: Social – Mobile – Location
  • Execution by channel
  • Mobile Dedicated Site And/Or Apps

  Every aspect of the customer experience is evaluated, tested, optimized and measured as part of the post-creative implementation.

• Brand Experience

  Your Brand isn’t What You Say it is, It’s What They Say it is
  Kobie’s brand experience practice is in lock-step with the Kobie brand mission:

  

  Successful loyalty programs need to drive incremental sales and prove ROI. We deliver proven ROI by anticipating needs, providing triggers and engaging members to achieve specific behavioral outcomes through a perfectly optimized, branded program. Simply said, every customer loyalty program we evaluate from a brand experience perspective must achieve the aforementioned objectives.

  Our Customer-Centric Approach
  We ideate, strategize, plan, create and execute customer-centric loyalty solutions that track and modify behaviors to not only achieve your loyalty goals and objectives, but also to deliver goodwill and drive brand equity and impact. With a combination of data mining and human observation, programs can be quickly tailored for optimal success. We do this by:

  • Identifying key targets (personas) and segments to engage, immerse and reward through cross-channel brand experiences, ultimately turning them into brand loyalists
  • Proving the ROI (cost/value equation) of brand marketing by delivering our front-end solutions based on business intelligence and optimized financial models that return high incremental sales
  • Developing customer-centric brand experience solutions easily integrated with our own Kobie Alchemy® back-end or, for that matter, any back-end development and implementation
  • Meaningful, simplified and easily navigated user-centric experiences across channels
  • Content managed campaign thinking that eliminates rework and redundancies across channels
  • A devoted high-touch and iterative brand experience — an incomparable level of collaboration

  Give Us Three Weeks. We’ll Give You a Complete Loyalty Experience
  The focus of our three-week brand experience initiative will be on how your loyalty program will better leverage your current brand and maximize the emotional loyalty experience.

  • Week 1: Emotional Loyalty Audit
  • Week 2: Precise Emotional Targeting
  • Week 3: Initial Success Measurement Strategies/Initial Concept Design

  Our comprehensive brand experience consultation will provide you with a deep and insightful set of actions to enhance your program. Some of the outcomes from this initiative will include:

  • Complete benchmark audit of your industry and loyalty trends
  • Cross-channel audit and robust strategy and planning
  • Creating brand loyalist personas
  • Behavioral impact and target segmentation
  • Key message development
  • Design concepts and ideation for next steps

  Contact us to learn more about our tailored customer experience approach toward brand marketing.

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