Nisum helped re-platform the credit card provider, create an immersive apply-earn-redeem loyalty program experience across physical stores and their eCommerce website, and improve customer experience to better engage and retain customers for a higher customer lifetime value (CLTV).

Business Challenge

A Fortune 500 home goods retailer wanted to change its card provisioning partner. Amidst stiff competition, they also wanted to revamp the loyalty program experience along the entire customer journey. The new program would need to:

• Scale across channels

• Develop new product features by performing the architectural redesign 

• Enhance the existing UX with a focus on the rewards, loyalty features, and give detailed reward points information

• Fuel engagement, repeat purchases, and allow for cross-brand shopping

• Increase retention and CLTV

Solution

Nisum optimized the front-end UX coupled with a modular back-end to smoothen the acquire-approve-activate cycle across various channels. We also enabled changes to the loyalty program to encourage repeat purchases, resulting in:

• Providing a seamless loyalty account creation to ‘acquire and activate’ the customer within a single session

• Creating 3 million+ accounts by enabling better identity management for mapping and targeting of customers through data migration in a PCI-DSS compliant manner

• A cross-brand shopping and redemptions experience by enhancing value proposition to trigger purchases and earn-redeem value-vested in the product and integrating with varied payment methods such as Paypal, Apple Pay, etc.

• Enhancing a customer-facing rewards dashboard by enabling better rewards management and visibility to the customer 

• Enhancing the reconciliation process and empowering the digital marketing teams to service the customers better by overhauling the data architecture

Feel free to contact us for more information on how Nisum can drive results for your company.