Objective

To review specific concepts and services relating to a customer loyalty program with the aim of convincing customers to use their loyalty card more frequently.

Method

Mix of qualitative and quantitative methods: segmentation of customer groups, focus groups with customers and members of the customer loyalty program as well as co-creation workshops (together with the client) to evaluate design concepts for the program. Tracking to continuously review the action taken as a result of the research.

Output

Recommendations on the implementation of relevant concepts and services – supported by appropriate communication – to encourage customers to use the customer loyalty program in a more targeted manner.