The Loyalty Implementation Design Workshop

The purpose of this workshop is to lead organizations through the set of necessary steps in order to design an efficient and effective loyalty program.  On-site meetings with key decision makers are used to gather information and explore ideas, followed by off-site analysis, performed by our loyalty experts.

All aspects of a loyalty program implementation are covered through a comprehensive agenda that includes:

• Program coverage
• Account management processes
• Promotion management
• Redemption
• Customer communications
• Interfaces and data flow
• Management reporting

Deliverables
The results of the workshop are consolidated into the Loyalty Program Implementation Design Document and Project Plan, which may then become the basis of an implementation contract.

Schedule & Duration
 The workshop’s schedule includes the following activities:

• Requirements gathering & consultation session (@ Client site)
• Business analysis (@ Axiom)
• Technical analysis (@ Axiom)
• High-level interface definitions (@ Axiom)
• Workshop report & presentation (@ Axiom or Client site).

Total duration ranges from 7 to 9 days, 3 of which are on site.

Workshop participants
Vital to the success of the workshop, the following participants must be present:

• Marketing / Sales Manager or person with the authority to make decisions on all issues related to the loyalty scheme, such as the type of cards, in-store processes, redemption policies and types of promotions
• IT Manager who understands the customer’s network and can explain user access to central system and data transfer methods available
• POS Software Technicians, or any other front-end software capturing customers’ transactions, for the second half of the workshop where we will discuss the interfaces. These technicians should be equipped with the knowledge of data structures involved in the exchange and how the POS utilizes the data transferred from the host.

For further details or to arrange a consultation, please contact us.

The KPI Discovery Workshop

The KPI Discovery Workshop helps organizations identify and develop effective key performance indicators for measuring the performance of their loyalty schemes or of the business as a whole.

Deliverables
KPI definitions, including the purpose of each KPI, the definition of data sources and the access methods used, execution guidelines and instructions on how to interpret the results.  For technically setting up the KPIs, we will work with vendors of Business Intelligence tools used by the organization, including Axiom’s own Merit Intelligence, a member of the Merit Loyalty Suite® family.

Schedule & Duration
The workshop’s schedule includes the following activities:

• Interview decision-makers and management at all levels to identify the in-place decision making processes and current tools used to determine KPIs (@ Client site)
• Implement industry standard KPIs, develop custom KPIs (varying by industry, location, country) (@ Client site and Axiom)
• Based on in-place technologies, run and explain the results (@ Client site)
• Reoccurring interpretation and utilization of the results. (@ Client site)

Total duration varies significantly by company and industry.  A minimum of 10 days are required for the initial discovery and KPI design sessions.

Workshop participants
Top managers and department managers responsible for analyzing business results.

For further details or to arrange a consultation, please contact us.

Pre-launch Analysis Workshop Series

The Pre-launch Analysis Workshop Series aims at understanding customer behavior before the public announcement of a customer loyalty program, in order to design appealing and cost-justified schemes, while keeping promotional budgets at healthy levels.

Deliverables
The results of the workshop are consolidated into the Pre-launch Analysis Report, which provides recommendations on a loyalty program’s design, including target segments and products, types of promotions, value of rewards and other financial parameters of the program.

Schedule & Duration
The workshop’s schedule includes the following activities:

• Retrieve and homogenize historical data  (@ Client site)
• Develop & run segmentation and performance measurements (@ Client site)
• Study results (@ Client site and Axiom)
• Develop report with recommendations on the following key loyalty program components based on the previous analysis: (@ Client site and Axiom)
• Targeted customer groups
• Targeted products
• Promotion strategy
• Redemption strategy.

Total duration varies significantly by company and industry, depending on data volumes and accessibility. A minimum of 15 days are required for data retrieval and initial data analysis.

Workshop participants
Top managers and department managers responsible for analyzing business results.  IT personnel are also needed to assist in interface specifications and development for data retrieval.

For further details or to arrange a consultation, please contact us.