Loyalty program design using SmartJourney®

A proven approach to building a successful program that's tailored to you: your business, your goals, and your customers.

Loyalty strategy that’s structured & data-led.

A great loyalty program starts with an innovative, customer-centric design. Whether it's a design for a new program, an overhaul of an existing one, or a health-check and adjustment to your current program, our SmartJourney® methodology provides a strategic framework that uncovers the highest impact opportunities for creating loyal customers.

Profiling & Prioritization.

Identify and understand your key customer segments in terms of their behavior, interests, preferences, and opportunities.

Are

Identify who your customers are

Say

Understand what your customers want

Recognize how your customers behave

Customer segmentation needs to be informative and usable. Our approach uses multiple dimensions of customer data to create a single, holistic segmentation.
‍
We'll align on the groups that should be prioritized in your strategy, uncover where these segments have different expectations of your brand, and gather the implications for your design.

Lifecycle Mapping & Optimization.

Kognitiv's proprietary lifecycle framework visualizes where your customers are in their lifecycle today and the value that represents your brand. Using proprietary AI/ML models, we can predict their future engagement and CLV, quantify the opportunity of behavior change, and highlight the lifecycle transitions our strategy should focus on.

20%

Conversion

60%

Growth

20%

Corrective

Experience Audit & Planning.

The digital Experience Touchmap charts the step-by-step decision-making process of a customer as they travel through their milestones. It visualizes the experiences delivered at each touchpoint and by each team within your organization, identifying areas of opportunity.

As your program design takes shape, the Experience Touchmap is re-written as the blueprint for the customer experience. Touchpoints are detailed across each lifecycle stage and differentiated by customer segment and channel to deliver on your loyalty strategy.

Bringing it all together.

Working with you, we'll build a vision for loyalty that your organization can rally behind. Combining this vision, the insights gathered throughout the project and validated with financial modelling and market research.

At Kognitiv, we're program operators as well as strategists. It is in our DNA to design a program that works for you, leveraging your assets, while being mindful of your constraints. Success for us isn't a great PowerPoint presentation. It's a program that's in market, delivering on your objectives, and elevating your business, and delighting your customers.

62%

increase in loyalty program ROI

Maximize financial performance.

We collaborated with a B2B business supply client to re-design and launch their program that includes more tightly targeted campaigns to dramatically reduced operating costs while increasing revenue growth.

36%

decrease in marketing costs

9.5%

increase in loyalty program revenue

Want to act on insights now?

Designing the right loyalty strategy takes time, but that doesn't mean you can't take action now. Kognitiv Pulse is our AI/ML-powered solution that enables you to turn your customer data into predictive insights and actionable recommendations.

Get real-time insights with Kognitiv Pulse.

With Kognitiv Pulse, you'll see the biggest opportunities you have to increase your customers' lifetime value by upgrading how you onboard, engage, retain, and re-activate your customer base. With the click of a button you can export audience lists to a text file or directly into leading multichannel marketing platforms for activation.

Work with a team that will help you excel.

Elevate your loyalty strategies with additional tailored services that ensure you're getting the most out of your investment in loyalty.

Digital Marketing

Elevate experiences at every stage of the customer journey. Bringing the latest digital and consumer behavior expertise, Kognitiv creates experiences and campaigns that engage customers throughout their journey with your brand.

Program Management

Whether its providing flawless delivery of your program's day-to-day operations, monitoring its financial impact or planning its ongoing evolution, we are an extension of your team to ensure success.

Advanced Analytics

We analyze and monitor your customer data using a proprietary AI/ML framework to better measure, understand, and predict your customers' behavior and accelerate your program's performance.

Articles.

Article

Loyalty

Why aren’t customers redeeming? Explore the ABCs of low redemption rates.

Redemption creates a win-win scenario. But why aren’t more customers redeeming?

Read Article

Article

Holiday Marketing

Have you prepared for Q5? A retailer’s guide to the "Secret Quarter"

What is Q5, and why does it matter?

Read Article

Article

Marketing Strategy

From full carts to frugal choices: Understanding the monthly shopping cycle

New insight alert: are you overlooking week-of-the-month trends?

Read Article