Strategy Drives 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 extensive experience across industries and a fresh perspective towards loyalty. We base our ideas on your specific needs to ensure your program is profitable and makes sense for your brand strategy.
Our customized consultative services include:
- Business Case Development
- Loyalty Program Assessment
- Loyalty Program Enhancement
- Enterprise Loyalty Program Design
- Research Design
- Customer Engagement
- Marketing Strategy
- Strategic Planning
- Creative Execution
We also develop customized strategies that:
- Identify relevant and meaningful value propositions
- Balance KPI’s and financial returns
- Forecast financial returns with sophisticated models
- Provide clarity through data and insights
- Engage members through new channels and devices during the moments that matter most
- Develop gamification and/or engagement strategies related to emerging trends
- Build communities around brand advocates
Crafting Your Best-in-Class Loyalty Program
Our loyalty program design process starts with setting goals and gaining alignment around your key business objectives and priorities. Before developing ideas, our team focuses on gaining a clear understanding of your brand, loyalty program purpose, finances and marketing objectives. They then conduct in-depth research and analyze data to determine your customized program’s feasibility. A financial model is built as part of the strategic recommendation to ensure alignment with your company’s vision. Through this process we’ll help eliminate noise and distractions from the market and drive clarity through management strategies that focus on what matters most – your business and its customers. Your priorities are our priorities – customer acquisition, engagement and retention, Kobie will ensure a smooth evolution in your company’s personalized loyalty program design process.
Your Objectives Are Our Objectives
Be it a brand new program or simply a program design enhancement, we begin by building a financial model based on detailed input from your team. Once we gather your financial criteria, we’ll establish a methodology to measure and evaluate the program based on the ratio of revenue to expenses or the overall ROI of the program. We then work with you to ensure performance against overall objectives. This is a painstaking but frequently overlooked part of the program design process, but not for us.
Some of the models we build for clients include:
- Viability Model
- Financial Model
- Economic Model
The sophistication of Kobie’s Loyalty Finance and Analytics departments provide a powerhouse of program measurements that ensure true quantifiable performance, financial viability and profitability across all aspects of your program.
Customers will value your brand’s currency differently, and as a result, it is critical to understand the financial value of those differences.
Working with your team, we’ll leverage a sophisticated set of core financial competencies, some of which include:
- Liability within a strategic program construct
- Member management and cost mitigation
- Revenue management
Through sophisticated modeling, we can optimize all aspects of your loyalty program. For example, we can focus on outcomes that predict the likelihood that customers will redeem for rewards that encourage additional engagement or whether a customer will redeem at all.
Data Drives Insights – Insights Lead to Results
Our team of analysts and data scientists will turn your data into actionable insights and help you identify and retain profitable customers. A thorough understanding of your target market’s behavior (and their potential actions) can catapult your company above the competition, resulting in higher customer retention and sales conversions. You will also benefit from Kobie’s full suite of SAS software, powerful servers and visual analytics tools to provide you with an incredibly efficient workflow and smooth production timeline.
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 and so much more.
Whether you’re trying to get customers to stay longer, try new products, purchase a more profitable mix of products, spend more, come back more often (or sooner than they would otherwise), or acquire new customers, we can help. We dig into your program records and extract insights through data mining and our exclusive statistical analysis techniques. Plus, we’ll help you understand how to leverage data from proprietary technologies such as our advanced platform, Kobie Alchemy®, which integrates seamlessly across all channels.
This is How We Do It:
Creating the Customer Experience
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 and positioning. We also develop the overarching communications plan to support your goals. Through a dynamic and multifaceted engagement-marketing plan, we’ll help you deepen customer relationships through enhanced customer experiences. We do this by mapping behaviors and actions to key metrics to engage members across multiple channels, devices and touch points, be it online, in-store, at the point of sale, via SMS messaging, at kiosk, through associates and call centers, using direct mail, or digitally across social platforms and email. These channels change every day. So do we.
So many customers, so many ways to connect with them. Our omnichannel creative approach is built on proven technology. We use predictive metrics to reach the right target via the best channel at the right time through contact optimization. Multivariate testing is then used to assess the effectiveness of our marketing messages and offers. We then analyze the market segment and how influential and engaging our efforts were. Our clients have seen dramatic increases in response rates and engagement by utilizing this service.
Our strategy combines the art, science and business of delivering unparalleled customer engagement for our clients. It sounds complicated, because it is. It’s what we do – and we do it well.
We deliver solutions that are:
- Informed in UX best practices and are user-focused
- Truly personalized based on customer transactional data, user preferences and engagement insights
- Truly omnichannel and seamless across touch points
- Focused on the full customer experience
- Delivered on budget, on time and on target
- Geared toward profit generation
- Focused on efficient resource utilization
- Both emotionally and behaviorally connected to your customers
Our Customer-Centric Approach
Kobie’s creative services team offers exceptional user experience design (UX and UI), eye-catching graphic/visual design and captivating copywriting, all driven by strategy and in line with your personalized communications plan.
This includes creating the usability (your company’s vision and the way customers interact with your brand) across channels, understanding customer behavior and their impacts on UX/UI, effectively delivering your value proposition to a specific segment, communicating your brand (within brand standards and guidelines), as well as understanding what ability we have to create net new visuals within the loyalty framework.
We do this by:
- Identifying key targets (personas) and segments
- Developing engaging, immersive and cross-channel brand experiences
- Creating customer-centric brand experiences that are easily integrated with our own Kobie Alchemy® back-end or your current system
- Crafting meaningful, simplified and easily navigated user-centric experiences across channels
- Providing content-managed campaign strategy that eliminates rework and redundancies across channels