Customer loyalty: how to get it right!
True customer loyalty is built along the entire customer life cycle and affects all areas of an organization: from marketing to sales to customer service. But how can a comprehensive customer loyalty strategy be implemented without immediately having to invest in expensive new technologies?
The answer lies in a modular, demand-oriented approach. At Publicare, we use our many years of experience with marketing automation technologies to quickly make measurable progress even with your existing systems.
Customer loyalty pays off — for both sides
Support from tool selection to implementation
Our goal is to work with you to develop a strategy that makes optimal use of your existing resources and budgets without having to completely replace your existing processes and marketing tools. We support you with:
- Collecting and analyzing customer data efficiently
- Understanding buying and usage behavior across channels
- Developing tailor-made loyalty programs
Loyalty management with Publicare. How do we proceed?
Together with you, we develop customer loyalty strategies that are tailored to your specific goals and the needs of your customers. Our goal is to understand your customers and design programs that create long-term relationships.
Vision and analysis of your loyalty management
In the initial strategy workshop, we analyse your current situation and define goals and a vision together.
- Defining goals and KPIs for the customer loyalty program
- Evaluation of the current status of CRM measures
- Analyzing the customer journey and customer communication at all touchpoints
- Evaluation/evaluation of existing customer data and forecast of future behavior
Loyalty strategy development and program design
Based on the analysis, we develop an individual loyalty strategy.
- Defining program parameters (goals, target groups, program duration...)
- Definition of incentive mechanics (e.g. points system)
- Definition of loyalty features (e.g. rewards, offers, benefits)
- Define target groups & personas
Loyalty communication concept and technical implementation planning
We develop a MarTech and communication concept as well as specific packages of measures to implement the loyalty strategy.
Communication concept and implementation plan
- Target group-specific communication via suitable channels
- Design of bonuses, incentives and gamification elements
- Use of all touchpoints with a focus on usability (user experience)
- Definition of MVP and further expansion stages of the loyalty program
- Result: Roadmap with communication measures with packages of measures for the expansion stages.
Technology & data
- Advice on a future-proof and scalable marketing tech stack
- Optimization and integration of (existing) marketing systems (prioritization after monetization & customer loyalty)
- Identification/classification of required and existing data
- Define system integration requirements
- Outcome: IT roadmap with step-by-step plan
Technology integration and phased implementation of the program
As part of a larger picture, loyalty programs must be technologically integrated into all marketing processes. This is the only way to create personalized and differentiated omnichannel customer loyalty programs.
- Integration of existing systems (shop, cash register, databases, marketing automation)
- Consolidate customer data for marketing and analytics
- Support in selecting, implementing and operating systems for cross-channel communication
- Increasing interaction and engagement through data-driven insights
- Training and know-how development
Implementing your loyalty program
We support the implementation from theory to practice through phased implementation.
- Start with pilot project/MVP
- Setting up measurement points and creating dashboards/reports
- Measures against “loyalty fraud”
- Data migration
- Classic project management with focus on success criteria (C-level buy-in, involvement of key users, quality, time & budget)
Data analysis and optimization of the loyalty program in the company
We also support you in analyzing and optimizing your loyalty program during ongoing operations.
- Updating and monitoring the business plan
- Regular tracking and adjustment of KPIs
- Gather and analyze customer feedback
- Implement optimization measures to improve customer satisfaction
- Monitoring and fraud management
- Collect and prioritize requirements for further expansion stages
- Planning and implementation of the next program expansion stage in accordance with the roadmap
- We have extensive experience
in the development and implementation of successful loyalty strategies and have already developed, optimized and implemented many marketing strategies for B2B and B2C companies. - We are expanding our clients' team
both as a consultant in planning and conception as well as in the technical implementation and implementation of complex cross-channel journeys. Our customers benefit from the experience of our team of consultants and from our marketing technology expertise. - We do not offer standard solutions
but tailor-made programs that are precisely tailored to your needs. Experienced project managers ensure on-time and budget delivery. Our focus is on measurable results and the continuous improvement of your customer relationships.
Are loyalty programs mandatory or optional?
Customer loyalty is essential, but does every company really need a complex loyalty program? Learn how you can win customer loyalty with a smart strategy and without expensive investments.
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Which tool matches your requirements?
In a confusing market of technologies, platforms and tools, we maintain an overview, make objective recommendations and support our customers with selection, setup, and data and process integration. Our advantage: manufacturer independence and solid platform expertise since 2001.
Let's talk about your loyalty strategy!
- Personal advice
- Quick feedback
- Non-binding & fast
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Individual solutions for digital marketing
The strengths of each channel. The power of your campaign.
We help you plan, integrate data, optimize and monitor your cross-channel communication processes in order to send your messages in the right online and offline channel at the right time. In this way, you create a consistent brand experience and strengthen customer loyalty.
Generate strong leads. Use data intelligently.
We support you in strategically acquiring qualified leads and generating positive business outcomes with professional data management. From GDPR-compliant contact acquisition to intelligent automation and systematic data maintenance - we optimize your entire customer journey. Use your customer data as a strategic competitive advantage and increase the efficiency of your marketing and sales activities with tailor-made concepts that achieve measurable results.
From idea to implementation: Smart digital solutions.
We develop software solutions that are tailored to the needs and requirements of our customers and offer an outstanding user experience. Whether web, desktop or mobile applications, backend systems or integrations with existing systems - we create digital business solutions that are reliable, scalable and future-proof.
