Customer Loyalty
Value at the center of the customer experience
Evolve loyalty into an outcome.
As a leader in customer loyalty and connected membership, we move brands forward by evolving loyalty into an outcome and enterprise discipline. Through our innovative and human-centered approach, clients develop membership models as an enabler of deeper customer connection, a mechanism for influencing behavioral and emotional outcomes, and a platform for customer-centric innovation.
Services
We’re a full-service, end-to-end loyalty partner, with the right capabilities to support clients in all phases of loyalty transformation.
Define the Opportunity
Our work helps our clients understand their loyalty opportunity by assessing the marketplace, understanding your customers, benchmarking performance, plotting a path to enablement, and providing visions and north-star frameworks to begin their loyalty transformation with a strong roadmap in hand.
- Customer research
- Data science, modeling, and analytics
- Strategy and design
- Benchmarking
- Business case development
- Loyalty technology ecosystem and foundation design
Enable the Capabilities
We’re uniquely skilled at taking great strategy and making it real. Whether implementing one of our partner loyalty technology platforms, designing and engineering the digital experience, integrating and orchestrating systems and data, or developing organizational capabilities and operating models, we bring leading-edge strategy to life.
- Platform consulting
- Platform integration
- Digital experience design and development
- Infrastructure and security
- Data systems and orchestration
- Customer data strategy
- Digital governance strategy and planning
- Organizational capability design
Design the Solution
We develop detailed loyalty and engagement strategies with predictable and provable performance. Deeply grounded in design thinking, our comprehensive loyalty design approach ensures our clients have a clear path to loyal customer outcomes.
- Program design (traditional loyalty or engagement)
- CX Strategy
- Service and UX design
- MarTech and CRM consulting
- ROI modeling
- KPI development
- Validation research
- Brand identity and design
- Pilot strategy and design
- Technology roadmap development
- Loyalty platform selection and RFP management
- Go-to-market strategy and launch planning
Evolve the Member Experience
Our fundamental view is that loyalty and membership should be considered an ever-evolving product and organizational capability. We also know that greater ROI lies in driving member value through smart investment allocation. Through our MXP Services, we partner with our clients to optimize loyalty efforts and effectively and efficiently manage loyalty operations, resulting in a more personalized member experience, optimized ROI, and CLV. We partner with clients in:
- Consumer Data Collection
- Consumer Data Analytics
- Offer and Communication Targeting
- In-Market Delivery and Tactics
- Technology Operations
Client Results
Leading Fashion Retailer Doubles Membership for its Loyalty Program
Concentrix Catalyst helped the retailers improve customer loyalty by reaching a younger customer segment and bolstering future growth.
Over 3 Million Members Join a New Retail Loyalty Program
A leading action sports footwear, apparel, and accessories company needed to engage customers through an innovative retail loyalty program.
Loyalty Program Refresh For Major Shoe Retailer
Concentrix Catalyst refreshed the company’s legacy loyalty program by uncovering key customer emotional loyalty drivers.
Featured Insights
Optimize Your Loyalty Programs
Read about how we help brands develop best-in-class loyalty programs.
Loyalty Leaders: The Consumer Goods Industry
In this video we examine the consumer goods industry and how brands can improve their direct-to-consumer reach.
Loyalty in Digital Banking: A Generational Approach
As the economy recovers, banks will have to provide digital banking services to better suit evolving generational needs and build loyalty.
