Loyalty Program ManagementDirexions specializes in providing end to end Loyalty marketing solutions. We engage with clients at multiple stages right from the initial Loyalty consulting stage which includes program design and development, to its implementation and ongoing program management.
Loyalty Consultancy & Strategy
Our consultants and senior management teams have in-depth experience across industry categories and have launched/worked with over 40 loyalty and relationship marketing programs targeted to customers, employees, channels and influencers.
Our Loyalty programs work across all relevant touchpoints, media and channels of communication and are designed to allow for recognising the constantly changing dynamics of the marketplace.
Our Loyalty programs are carefully designed and customised by our specialists in Cartesian Consulting to meet the specific short, medium term and long term objectives of each individual company. This attention to detail and constant monitoring of the programs have resulted in long running and successful programs.
For more details, visit Cartesian Consulting
Our tasks include
- Developing/customising the loyalty solution
- Developing the structure of the program related to earn and burn ratios, member tiering and sizing
- Developing the Loyalty Program branding and online and offline program communication
- Developing the rewards catalogue
- Preparing training modules
Ongoing program management
Once programs are launched, our program management teams handle various tasks such as:
- Account Planning, Review and Monitoring
- Program Marketing for acquiring and activating members
- Ongoing campaign management - offline and online
- Data centre management including data clean up, dedupe, personalised statementing etc.
- Member service centre
- Rewards management to source and fulfill rewards, vouchers, and mobile couponing- Red Box Rewards
- Data analytics & Research - dashboards, satisfaction scores, etc.
Types of Loyalty Programs
Customer Loyalty Programs Customer Loyalty Programs are strategic tools that help companies identify and retain their best customers, among their large customer base, it is one of the most valuable data assets of the company. Today, in many categories, a loyalty program is a product feature - something that a customer expects as a given. If designed well and monitored regularly, customer loyalty programs can be very successful in helping companies to increase sales and /or reduce churn.
We have created Customer Loyalty programs for Levis®, PetroBonus and more.
Channel Loyalty Program Channel partners and sales teams are crucial to the organisation's success - they are a vital link between a company and their end customers. While many companies typically have sales incentive programs and short term promotions, we have found that an ongoing loyalty program is ideal to recognise, reward and incentivise the channel partners/sales teams to motivate them and help them to achieve their targets. Nowhere is the 80:20 rule more relevant than among your channel partners. Yes, most often than not, 10 - 20% of the channel partners account for between 60 - 90% of the company sales. We have developed channel programs for many companies across industry groups. The Loyalty program design not only helps to achieve the overall sales objectives, but also set individual targets for each channel partner.
We have created Customer Loyalty programs for ICICI Bank Loans, Novartis, Castrol and more.
Employee Loyalty Program The economic scenario in the last decade has made it a challenge for corporates to acquire and retain employees with the right skill sets. Especially in sectors which have a young workforce like banking, IT, insurance, BPO and retail retaining the talent with the right skill sets is an art going beyond right compensation structures. Direxions had been invited and has helped companies in the IT and BPO sectors to conceptualise and execute programs that will enable retention of key resources. These programs have a combination of online and offline events which can engage this target audience and enhance their loyalty to the organisation.
Our Loyalty Solutions include: Loyalty Program Audit
- Is your loyalty program working for you?
- Does it meet your objectives?
- Have the goalposts changed since you launched the program?
- Are your processes watertight? What is the program ROI?
- Are you missing out on new technology?
Contact us for more details Loyalty Process Documentation
There are hundreds of processes in a loyalty program covering – enrollment, point earnings, points redemption, customer service, standard communication, partnerships and association, data management, website management and many others.
A loyalty process document is an essential manuscript for loyalty program managers to help manage programs without having to straddle with these issues on a daily basis. Loyalty Program training Loyalty Programs are about recognizing customers for their business and rewarding them – the point of recognition and delivery of the service is often the most important point for the success of the loyalty program
- You have launched your loyalty program. But are all your employees, partners etc. on the same page?
- Do they understand all aspects of your program?
- Is your front line staff well equipped?
- Does your reception have an enrollment form to give the visitor when asked about your loyalty program?
Contact Us for more details.
Member Service Manual Your loyalty program members are often your best customers. And they have a lot of questions on the program.
- How do I enroll?
- How do I earn points?
- How do I redeem?
- My last transaction has not been recorded?
- How many points do I earn for a discounted product?
- Can I see my points on a non-GPRS phone?
- Can I enroll online?
- What is the cost of the sms that I send you in response to your promotion?
A member service manual is the lifeline and process repository for any Customer Loyalty program.
Direct & integrated MarketingWe offer clients integrated marketing solutions that are response oriented, data driven with a strong focus on ROI, using all touchpoints relevant to our target audience.
Creative & StudioDirexions believes that loyalty programs and relationship brands are brands in their own right.
Relationship EventsFor business-to-business marketers, events are a relationship opportunity. Business events are ideal to introduce new products and services, acquire new prospects, make friends with decision makers and showcase achievements.
Rewards ManagementRewards are often the raison d’etre of loyalty programs - customers join programs to earn rewards and receive special treatment from companies, in exchange for their custom.
Contests & PromotionsDirexions Marketing Solutions Pvt Ltd has pioneered the process of professional contest management in India.
Customer ServiceAll our research carried with loyalty program members has identified prompt customer service as a key requirement for successful program participation.
Data CentreDirexions are specialists in handling data for direct mail and relationship marketing programs.
Marketing AnalyticsAt Direxions, we continuously work on building the know how to turn information into knowledge.
TrainingFor a relationship program to be successful, one of the key requirements is that all front liners are well versed with the program features and communicate the same in a consistent manner.
PartnershipsCustomer loyalty is often boosted by the presence of program partners
The Indian healthcare industry is seen to be growing at a rapid pace and is expected to become a US$280 billion industry by 2020.