Nisum created a unified loyalty program by linking credit card and loyalty accounts to enable a seamless and personalized customer experience.
The new unified loyalty program has improved customer experience and increased brand credit card enrollment, leading to:
+94%
|
3MM+
|
Business Challenge
A Fortune 500 multi-brand retail client operated their credit card and loyalty programs as two separate programs, leading to a disconnected customer experience. Customers were able to join one or both programs, but when customers were in both programs, or move from one program to the other, their points and rewards were spread across both programs and led to customer confusion, dissatisfaction, and decreased engagement. The client was looking for a new integrated loyalty program that would:
- Improve customer experience by updating and combining the two separate programs into one “unified loyalty" program on the existing loyalty platform
- Enable a single points bank and unified loyalty experience for loyalty members
- Simplify and streamline the earning and redemption of rewards across multiple brands
- Provide fast and free shipping benefits by introducing new loyalty tiers
- Introduce a “do good” component that will give customers the option to donate points to charity
Solution
Nisum partnered with the client to merge the existing programs into a single system by implementing matching rules to link the credit card accounts and loyalty accounts. This enabled a seamless experience for customers across multiple brands and channels, resulting in:
- An improved, unique, and personalized customer experience to shop, earn, and redeem rewards
- Customers can redeem points flexibly instead of waiting for point redemption at set thresholds and convert unused super cash incentives to reward points
- Increased sales penetration with frictionless payments using points and issuing double point redemption days
- High customer retention rate through brand new loyalty features, such as enabling the flexibility to “choose your own sale day” and award birthday offers to customers
Feel free to contact us for more information on how Nisum can drive results for your company.
