Rewarding Loyalty and Capturing Customer Data

Rewarding Loyalty and Capturing Customer Data

We helped our partner Grass Roots to deliver an industry-first loyalty initiative for one of the leader mobile provider in the UK that resulted in over 5 million offers and prizes.

The mobile company wanted communications across multiple channels (email, IVR, SMS and web) to introduce their new top-up offers and offer relevant rewards and fulfil those rewards. The mechanism also needed to collect contact details and monitor behaviour to drive user insight and refine future offerings for specific segments.

We helped GrassRoots to create a multichannel end-to-end engagement hub that connected customers who played an online game with their chosen reward.

The reward range included network voice minutes, text bundles, merchandise offers, music downloads, experiences and lifestyle incentives; which we fulfilled using various channels (email, SMS, IVR) while monitoring redemption. This detailed reporting of subscriber choices meant we could work with the mobile company to refine and enhance the reward range, making the proposition timely, relevant and personalised... and extremely popular.

Rewarding Loyalty and Capturing Customer Data

Facts

  • More than 7.5 million active users
  • Nearly 10 million GBP worth of transactions quarterly
  • 170k transaction handled on peak days