Loyalty program strategy
T&H CX > Our Work > Loyalty Case Studies > Loyalty program strategy
Project Overview
Tortoise & Hare partnered with this leading retailer to define their overarching loyalty strategy, and to explore what a redesigned program proposition could look like in the future.
Customer Objective
Provide me with value and delight me every time I shop.
Business Objective
Increased customer loyalty, value and satisfaction.
As a leading retailer, with physical stores in Australia and New Zealand and a large e-commerce presence, our client’s focus is on being customer-led and innovating the shopping experience for their customers.
Industry:
Retail
Company size:
40,000+
Collaborated with T&H:
2023
T&H Services:
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Approach
The project began with a client immersion to understand their current state and the key loyalty requirements for a future state. This helped to guide a comprehensive local and global market review of what best in class loyalty looks like.
Following this, a loyalty strategy was developed that articulated the role of loyalty, demonstrated the ecosystem orchestration and experience, and explored potential proposition constructs to bring the strategy to life.
A horizon plan approach to delivering on the strategy was roadmapped with the client, to ensure a sustainable and attainable path forward for the business.
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Results
The final output provides the client with the strategic roadmap needed to bring an integrated and innovative loyalty experience to market for their customers.
A trusted partner to Australia’s leading customer-obsessed brands
T&H Insights & Predictions
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