Loyalty 2.0: From analytics to insight to customer engagement for a large Financial Services Institution
Keeping 14 million customers of various interests and preferred services happy and loyal is not an easy task. The client, a large multi-product financial institution needed to find a competitive advantage within the very competitive and digitally evolving financial services industry.
The client’s executive team worked with Kpability to enhance and craft a digital strategy anchored on the company’s “brick and click” loyalty program. Having provided extensive customer analytics to the client, Kpability helped redesign the institution’s loyalty program along the principles of customer centricity, using the analytics to redefine the customer experience journey.
Thereafter, Kpability provided an omni-channel marketing automation solution together with customer analytics and campaign management services to help the client transition and execute its redefined customer centric approach to customer engagement.
Services provided:
- Customer analytics and insights
- Customer Profiling and Value Segmentation
- RFM value segmentation modeling
- Customer Journey Maps
- Loyalty program redesign, development and roadmap
- Customer Experience Management roadmap
- Loyalty 2.0 and CEM strategy execution and campaign management services
- Omni-channel Marketing Automation solution and implementation
- Managed Services along Customer Analytics and Campaign Management
- MDM and CDP consulting services
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