Nisum partnered with the loyalty stakeholders and the marketing team to provide the most effective way of rewarding the existing loyal customer base and provide an omnichannel strategy focused on customer acquisition, engagement, and retention.
The client now has an improved loyalty program with targeted personalized offers, leading to:
+62%
|
+55%
|
+10%
|
3MM+
|
2x
|
Business Challenge
A Fortune 500 retail client was not able to attract and retain frequent shoppers and did not have personalization insights and analytics on user behavior for information to support marketing initiatives, leading to:
-
Loss of customers and revenue because there were no benefits for frequent shoppers
-
Poor customer service for returning customers because they did not have a personalized selection
Solution
Nisum partnered with the loyalty stakeholders and the marketing team to provide the most effective way of rewarding the existing loyal customer base utilizing an omnichannel strategy focused on customer acquisition, engagement, and retention. The team designed an innovative solution called the "Omnichannel Wallet," which allows customers to manage their various coupon offers, store rewards, and tenders in a unified, streamlined experience. With this solution, customers can access and redeem their offers across multiple channels without the need for physical copies or coupons. The project involved creating a robust and dynamic personalized wallet with an omnichannel experience, building core services and data structures to support the wallet, and presenting a customer-centric view of available offers, rewards, and tenders. The team designed real-time services to lookup available offers for a customer, a customer lookup service, add offer to wallet service, offer redemption service, and a link and unlink customer ID service. Together, Nisum and the client were able to:
-
Provide targeted personalized offers at the end of any transaction
-
Improve the planning and forecasting of rich personalized offers by building operational analytical reporting solutions to track the program initiatives and providing real-time insights on performance and trends
-
Develop storytelling dashboards and provide insights to campaign performance year over year and season over season with respect to sales, open and click rates, orders placed, and targeted customers
Feel free to contact us for more information on how Nisum can drive results for your company.
