Digital Strategies and Best Practice in Loyalty Programmes

  • ID: 4655931
  • Report
  • Region: Global, India, United Kingdom, United States
  • 46 Pages
  • Mobile Market Development Ltd (Wireless Profit)
1 of 4

FEATURED COMPANIES

  • Amazon
  • Nike
  • Pets at Home
  • Sephora
  • Starbucks
  • Verizon
  • MORE

High levels of mobile penetration in mature mobile markets have led to reduced rates of growth in terms of subscriber numbers for market participants.  This coupled with the rise of customer power and consumer value-seeking trends, means that MNOs are under pressure to secure their existing subscriber bases.

To this end, operators have made customer experience (CEX) improvement a core focus for digital transformation, to ensure that customers have fewer reasons to leave the MNO.  However, they should also consider what can be done to encourage desirable behaviours from these customers going forward (e.g. increased tenure, advocacy, basket size).

This report examines the use of digital approaches within loyalty programmes designed to influence these kinds of behaviours.  It looks at digital components within successful loyalty schemes and determines potential learnings for operators considering, or re-evaluating, their own loyalty initiatives.

Note: Product cover images may vary from those shown
2 of 4

FEATURED COMPANIES

  • Amazon
  • Nike
  • Pets at Home
  • Sephora
  • Starbucks
  • Verizon
  • MORE

1 Overview

2 Introduction
2.1 Background to the Report
2.2 Report Content
2.3 Currency and Conversions
2.4 Further Questions and Feedback

3 Steps to Loyalty
3.1 Introduction
3.2 Customer First Strategy
3.3 Customer Experience
3.4 Increased Customer Engagement

4 Considerations for Loyalty Initiatives
4.1 What Behaviours to Reward
4.2 Emotional Aspects of Loyalty
4.3 Type and Structure of Rewards
4.4 Total Cost of Loyalty Transaction
4.4.1 Threshold Factors
4.4.2 Monetary Cost
4.4.3 Effort
4.4.4 Risk
4.5 Digital Mechanisms
4.5.1 Introduction
4.5.2 Digital Engagement
4.5.3 Data-based and Personalised
4.5.4 Blockchain
4.6 Key Performance Indicators (KPIs)

5 Case Studies of Loyalty Leaders
5.1 Amazon
5.1.1 Introduction
5.1.2 Loyalty Initiatives Overview
5.1.3 Performance
5.1.4 Success Factors
5.2 Recreational Equipment Inc
5.2.1 Introduction
5.2.2 Loyalty Initiative Overview
5.2.3 Performance
5.2.4 Success Factors
5.3 Starbucks
5.3.1 Introduction
5.3.2 Loyalty Initiative Overview
5.3.3 Performance
5.3.4 Success Factors

6 MNO Case Studies
6.1 Verizon, USA
6.1.1 Introduction
6.1.2 Loyalty Initiative Overview
6.1.3 Performance
6.1.4 Success Factors
6.2 Reliance Jio Infocomm, India
6.2.1 Introduction
6.2.2 Loyalty Initiative Overview
6.2.3 Performance
6.2.4 Success Factors
6.3 Three, UK
6.3.1 Introduction
6.3.2 Loyalty Initiative Overview
6.3.3 Performance
6.3.4 Success Factors

7 Findings and Conclusions

8 Recommendations
Appendix – Feedback Questions

Note: Product cover images may vary from those shown
3 of 4

Loading
LOADING...

4 of 4
  • Amazon
  • giffgaff
  • Nike
  • O2
  • Pets at Home
  • Recreational Equipment Inc
  • Reliance Jio
  • Sephora
  • Sky
  • Starbucks
  • Three
  • Verizon
  • Virgin Media
  • Waitrose
Note: Product cover images may vary from those shown
5 of 4
Note: Product cover images may vary from those shown
Adroll
adroll