Customer Growth, Retention & Loyalty Plans

A plan that’s effective for every customer.

Having analysed the data, we’ll set out a communications plan that starts with your customer, to connect their needs to your brand, and to ensure that you are best placed to achieve your goals.

The value of targeting
Relevancy and timing are key to an effective communications plan. Sending the wrong information at the wrong time to the wrong people will show you don’t know your customers – and there’s a high chance you won’t retain them.

Resources will be wasted – and you’ll be left wondering where the conversions or engagements are.
Accordingly, our communications plan will be targeted to each audience segment, ensuring that you get the message right for them.

That message could be a loyalty reward – unexpected ones, even small ones, can go a long way to embed your brand.
Your communications will be better received, relevant in content and reaching the right people at the right time to increase conversion rates.
Our insights elevate your ability to get it right and reap the benefits.

In day-to-day life, we communicate differently with every person we know, meet or encounter.
We tailor our communications both to suit the medium – whether it’s face-to-face, by text, in a phone conversation or via email – and also to reflect your shared background. Who the other person is, where you’ve met, what you are to each other, and many other factors.
Customer communication is very similar and customer value is developed and nurtured through the same sort of tailored communications.

We make sure you talk to the right people at the right time about the right thing in the right way.

Your communications must be about the people and not the event. We isolate the behaviours that we can change, then align customers to that strategy.

Here’s an example:
You have a fantastic promotion offering a discount for a multi-buy but if it’s only available before 9am. Sounds like a great idea to get your loyal early morning customers to add another product to their basket.
But what if these customers have little potential to increase their daily spend, wouldn’t it be better to reward these customers for their loyalty, not necessarily with a monetary discount – we can provide you with many other options. This would free up your marketing funds to offer this promotion to customers where there is room for growth but after 9am.

Two golden rules:
The offer must be relevant
The audience should be appropriate

Our insights ensure that:

• All customers receive relevant and timely communications
• Your marketing resources will be efficiently used: customers will be sent information that they are most likely to respond to
• Messages can be tailored so that the right customer always receives the right message
• Communications that damage reputation are not at risk of being sent out
• The most valuable customers can receive the maximum attention
• Seasonal marketing will be used to the best effect
• Channel-specific communications (i.e print/digital/email/retail/point-of-sale) can be easily developed
• Customer relationships will be improved and developed
• Brand loyalty will develop
• Reviews and recommendations will reflect your efforts
• Your ROI will be increased

Impact on your bottom line

• Improve revenue and margins
• Stimulate more purchases, more often
• Enhance engagement
• Improve loyalty to your brand

Your marketing budget will be effectively spent, with a clear return. Because we know how to reach the targets, and the data tells us how to achieve it.

Case Studies: