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Building profitable customer loyalty
Agenda
Who we are
Loyalty Discussion
What IQ 724 can do for You
Who is iQ7/24?
We are a digital agency focused on
creating customer retention, activation,
loyalty and acquisition programs for
small and medium size retailers.
Our Experience in Loyalty
iQ has designed and implemented North America’s only
manufacturer/car dealership loyalty program with Kia Canada
178 dealerships have their own independent program that also
marries with Kia Canada National program
Some of Our Other Clients
Automotive
Recreational Vehicles
Coalition Marketing
(Latin America)
Retailers
Spa & Hospitality
Loyalty In Canada
94% of Canadian consumers own a loyalty card
Average consumer carries 4 different loyalty cards
Loyal Customers
Loyal customers impact directly on company profitability:
They buy more
Are willing to pay more
Are more forgiving, and
Their endorsement is highly valued
Research Insights
94% of members indicated that they prefer to receive
communication from their programs
•
77% of loyalty members say e-mail is the preferred method for
receiving rewards communications.
•
The relevance of communications is strongly linked to satisfaction
% "The communications I receive from this program are relevant to me."
100%
93%
90%
82%
% Satisfaction
80%
70%
60%
50%
38%
40%
49%
30%
20%
10%
20%
0%
Strongly Disagree
Somewhat Disagree
Neutral
Somewhat Agree
Strongly Agree
Research Insights
A recent Maritz survey found:
80% of loyalty program participants agree that the programs are
“definitely worth the effort of participating”
70% agree that loyalty programs are “part of my relationship with
the company”
57% say that they modify where they buy items to maximize their
points
79% indicate that “programs make me more likely to continue to do
business with certain companies.”
Overall, the survey found that 71% of respondents:
“have room for more programs in their wallets.”
Research Insights
Yet only 53% describe the communications they receive as relevant
•
Relevance can be achieved by customizing communication with
personalization that goes beyond just using the member’s name
•
The top “Cool and Exciting” uses of personal information are:
Our Philosophy
The purpose of any successful customer management
program is not points or rewards, or discounts or plastic cards.
It is, rather, the ability to:
IDENTIFY your customers
TRACK their behaviour
MOTIVATE and REWARD meaningful behaviours
ENGAGE them through personalized communications, and
MEASURE results
The First Step
Knowing your customers and their buying behaviour is the
1st step towards developing any long term relationship and
profitability.
iQ7/24 integrates with your POS system to capture
transactional data automatically and in real time
iQ7/24 platform gathers customer information about their
purchase history, behaviour, trends and financial
relevance to your business.
iQ7/24 uses customer data to segment customers and
prospects based on high, medium and low value.
A Turn-key Solution
iQ7/24 offers complete support to help you to operate your
customer retention/loyalty program including:
Strategic Program Planning
Creative Design
Tactical Initiative Development
Campaign Management
Customer Intelligence Analytics
Member Service Helpline
The iQ7/24 Integrated Marketing Tool Box
A relationship loyalty program and commitment
to your customers with points, $, rewards and
sustained marketing communications.
A tactical promotions program, targeted and
focused, without long-term commitment
The acquisition and management of member
data, data mining, reporting, performance
analysis and marketing intelligence
Relationship Loyalty Program
Membership card or unique identifier
Continuous points program, $, benefits and rewards
Historical profiles, transactions, online help - custom web portal
Data transfer set-up and POS system integration
Dynamic management of the database
Periodic statements
Creation of targeted customer engagement campaigns
Performance analysis and key indicators
A team of consulting services and experienced support
Tactical Promotions Program
Acquisition, analysis and data cleansing
Data transfer set-up and optional POS system integration
Targeting customers / prospects based on various criteria - dates of
visits, $ spent, time of visit, day of week, items purchased, etc…
Creation of promotional customer engagement campaigns
Promotional tactics: free or conditional offers, discounts, special
events, contests, etc...
Digital or postal communication
Communication analysis and performance
A team of consulting services and experienced support
Cutomer Intelligence Management
Acquisition of data via transfer or in real-time
Dynamic management of the database
Powerful user-friendly SiSense dashboards
Performance analysis and key indicators
Historical reports, profiles, transactions, etc.
Custom web portal.
Integration with the iQ business rules engine
Customer engagement campaign-builder interface
A team of consulting services and experienced support
The ultimate loyalty platform for flexibility
and simplicity
Conclusions
There is significant opportunity to promote consumer retention and
increase purchase volume through a
loyalty program
A successful Loyalty Program should:
•
Place high value on best customers
•
Motivate medium users to increase their level of purchase
•
Provide a vehicle for Heavy Users to become brand advocates in order to
drive referrals
•
Offer relevant, attainable rewards
•
Regularly communicate to members on a relevant and personal level using
email
•
Leverage brand strengths
Questions?