Making the members feel privileged with exclusive experiences: Retail Industry

Industry:

Retail

Intent:

Enhancing brand-customer relations

Background:

A luxury apparel brand wanted a comprehensive relationship program for its loyalists to enhance the brand-customer relationship. They wanted to offer them a liberal dose of privileges and an exclusive experience other than a points based program.

Target Audience:

Members

Objectives:

  • To increase wallet share among the members
  • To increase engagement with the customer on a one-to-one level
  • To pamper high value customers with exclusive privileges

Accentiv’ Roadmap:

  • Program strategy including campaign & event planning
  • Conceptualisation and development of program communication and collaterals
  • Creative and data analytics services
  • Store staff training and incentivisation
  • Helpdesk and customer query management

Program Impact:

  • Above 50% repeat business was observed among members
  • Significant increase in new enrolments with a focus on quality customer data capture
  • High level of customer engagement through in-store and sponsored events

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