Transforming Customer Loyalty with Personalised Experiences

We reimagined a legacy loyalty program, introducing personalisation, a new marketing platform, and agile processes to reward loyal customers, improve engagement, and deliver a seamless digital experience.

How we helped

The organisation’s loyalty program struggled to reward loyal customers and lacked personalisation, limiting its ability to tailor offers and experiences.

We reimagined the program, leading journey mapping and jobs-to-be-done exercises to identify pain points. By aligning a large cross-functional team through regular showcases and agile practices, we drove the procurement and onboarding of a new multi-channel marketing platform, laying the foundation for targeted, personalised engagement.

    • Conducted workshops to redefine the loyalty program’s purpose and customer value proposition.

    • Delivered journey mapping and jobs-to-be-done exercises to identify pain points and opportunities for personalisation.

    • Developed a Strategic Blueprint with a clear roadmap for digital transformation and personalisation.

    • Procured and implemented a multi-channel marketing platform, ensuring alignment with business goals and technical requirements.

    • Designed an intuitive, user-centric experience across app, web, and communication channels.

    • Built a single customer view (SCV) to unify member data and enable personalised engagement.

  • With our support, the organisation reimagined its loyalty program to deliver a more personalised and rewarding customer experience. Key outcomes included:

    • A scalable, customer-first loyalty program that rewards engagement and meets evolving member needs.

    • A fully integrated, multi-channel marketing platform enabling personalised experiences across all touchpoints.

    • Increased operational efficiency and improved cross-team alignment through agile practices and collaboration.

    Looking Ahead
    The organisation now has a future-proof foundation to innovate further, driving greater customer loyalty and value while continuously improving personalisation at scale.

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