Our Work

We are incredibly proud of the work we do with our clients and their customers.

 

Automotive

Driving Customer Engagement


CHALLENGE

This Brand needed a platform with the flexibility to support multiple marketing programs.


APPROACH

We created a version of our proprietary loyalty platform for the brand that enables a variety of programs, including:

  • Card Portfolio: Six different reward products with their own unique program rules

  • Vehicle Purchase Portfolio: Seven programs targeted to specific audiences

  • Private Offer Portfolio: Personalized offer application allows marketing to target specific consumers

  • Goodwill Portfolio: Allowing dealer and field organization to make specific discounted offers to consumers


IMPACT

  • Specific consumer groups were targeted via diverse programs to drive incremental vehicle sales

  • Doubled the percentage of retail sales that include the redemption of Card points through personalized campaigns

  • Credit Union Discount program evolved from strategic financing partnership to a strategic driver of sales 

 
 
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B2B

Collaborative customer engagement


CHALLENGE

This Brand was looking for a partner who was flexible and could provide a scalable platform with the support staff and infrastructure to provide better efficiencies, placing value ahead of cost while also working closely with their point bank provider to ensure a seamless experience for all.


APPROACH

Our approach to this program included a full understanding of client pain points, including a value proposition that addressed future programming needs in an effort to reduce the dreaded “nickel and diming” associated with their previous partner, while also creating efficiencies around implementation. 

  • Programs: Two completely separate models within one branded program —> Spend and Get & Points Based 

  • Segmentation functionality: The flexibility to present promotional discounts within the points program to an individual without full segmentation of the population (flexibility to change at will)

  • Program Tiers: 3 different member tiers with unique program rules

  • API integrations with point bank partner to account for all necessary data exchanges for a completely seamless member experience and the highest quality servicing support


IMPACT

  • Created a collaborative and meaningful partnership fostering ideation and program growth 

  • Reduced churn in the brand’s ecosystem while reinforcing confidence in our team’s expertise, delivery and the program’s growth potential 

  • Proven program growth and increased member engagement within first 9 months

 
 
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Financial Services

Customer experience excellence


CHALLENGE

This Brand was in need of an upgraded travel experience for their rewards program that serves several million customers in the United States. A critical focus was placed on vendor experience taking over large, complex programs while maintaining a keen focus on elevating the customer experience.


APPROACH

We designed a strategic solution that touched every aspect of the customer experience in a seamless way.

  • Benefit: a modern user interface with extensive inventory options across all categories of travel including air, hotel, car, activities and insurance. As an added feature, the customer is now able to use a mix of their rewards currency, plus cash to pay for their trip. And, because fraud is such a critical issue, we implemented our fraud scoring tool to catch suspicious transactions

  • Delivery: customers have the option to engage with the product online through any device and via a call center agent who is an extension of the brand

  • Service: customers speak with agents that that can guide them through the booking process, answer questions about an existing reservation or help make changes if needed


IMPACT

  • A seamless and flawless conversion that was executed in accordance with the brand’s milestones 

  • A significant reduction in program fraud 

  • An improved customer experience

 
 
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Retail

Sales and retention through targeted marketing


CHALLENGE

This retail brand was looking for a way to further enhance their existing loyalty program with the objective of increasing repeat traffic and spending in their stores by providing a suite of red-carpet services for their customers.


APPROACH

The associates enrolled customers at the point-of-sale. The program offers a suite of red-carpet services including:

  • Instantly discount on in-store purchases

  • Percentage off on consumer’s birthday

  • Cash back rewards and discounts at thousands of participating restaurants


IMPACT

  • Over 300k active members enrolled since inception

  • Significant incremental revenue earned since program inception

 
 
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Telecom

Differentiation and engagement


CHALLENGE

This Brand needed a solution to enhance customer experience and generate engagement with the brand beyond just paying their bill.


APPROACH

Together, we developed a program strategy and designed a personalized engagement program to increase brand connection by:

  • Delivering both reward and experiential content to create value for each customer

  • Focus on generating higher usage of the app


IMPACT

  • First year of target customers on-boarded in less than six months

  • Highly engaged with brand providing personalized offers and content

  • Dramatic improvement of NPS for customers that use the program versus those who have never used it

 
 
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Travel & Hospitality

Prioritizing customer experience and saving millions


Challenge

An international travel industry brand was looking for an innovative way to mitigate customer service disruptions while maintaining the trust and loyalty of its customers. 


Approach

  • Provided customer service representatives with a tool that seamlessly integrated into the brand’s existing technology and enabled team members to offer a goodwill gesture to affected passengers

  • Offered gift cards tailored to a variety of customer situations to make the acknowledgement authentic.


Impact

In addition to praise from happy customers on social media, the travel leader catapulted from #11 to #2 in one of the industry’s most comprehensive studies of performance and quality. The program was extended beyond its initial call-center application to assist on-site customer service representatives in 300 locations worldwide.  Representatives used the tool to proactively motivate customers to adjust travel arrangements prior to a forced service disruption. 

 
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Our Providers

We develop and nurture a robust partner ecosystem and believe in delivering only the highest quality experiences, so we carefully assess the market to ensure our partners share our passion for excellence.

Our long-standing direct relationships with thousands of retail and travel brands give you immense buying power and unparalleled breadth of consumer rewards.

Gift Card & eGIFT Providers


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Avis
Barnes & Noble
Gap
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Kohls
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Starbucks
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Exxon Mobile
Outback Steakhouse
Best Buy
Chilis
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Merchandise Providers


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Weber
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Yeti
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Apple
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Citizen
 

Travel Providers


American Airlines
United Airlines
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National Care Rental
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Enterprise
Frontier Airlines
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Thrifty Care Rental
British Airlines
Avis
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Alamo