Customer Loyalty

Value at the center of the customer experience

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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. 

“Brands that are just venturing into loyalty or that need to reimagine their strategy should shortlist [Concentrix Catalyst, formerly] PK.”

The Forrester Wave™: Loyalty Service Providers, Q3 2021

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

Featured Insights

Loyalty Leaders: The Consumer Goods Industry

https://vimeo.com/668421846/8d8aa3b1ff Expand your direct-to-consumer reach with loyalty Salesforce and Concentrix Catalyst are joining forces for an exclusive video series on leading with loyalty. In episode

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Let’s Connect