A proven approach to building a successful program that's tailored to you: your business, your goals, and your customers.
A great loyalty program starts with an innovative, customer-centric design. Whether it's a design for a new program, an overhaul of an existing one, or a health-check and adjustment to your current program, Kognitiv's SmartJourney® methodology provides a strategic framework that uncovers the highest impact opportunities for creating loyal customers.
Kognitiv's SmartJourney® is a loyalty strategy approach that is structured and data-led, providing a comprehensive framework for designing and optimizing loyalty programs.
Identify and understand your key customer segments in terms of their behavior, interests, preferences, and opportunities.
Customer Understanding Framework:
Customer segmentation needs to be informative and usable. Kognitiv's approach uses multiple dimensions of customer data to create a single, holistic segmentation.
The process aligns on the groups that should be prioritized in your strategy, uncovers where these segments have different expectations of your brand, and gathers the implications for your design.
Kognitiv's proprietary lifecycle framework visualizes where your customers are in their lifecycle today and the value that represents your brand. Using proprietary AI/ML models, Kognitiv can predict their future engagement and CLV, quantify the opportunity of behavior change, and highlight the lifecycle transitions the strategy should focus on.
Lifecycle Distribution:
| Lifecycle Stage | Percentage |
|---|---|
| Conversion | 20% |
| Growth | 60% |
| Corrective | 20% |
The digital Experience Touchmap charts the step-by-step decision-making process of a customer as they travel through their milestones. It visualizes the experiences delivered at each touchpoint and by each team within your organization, identifying areas of opportunity.
As your program design takes shape, the Experience Touchmap is re-written as the blueprint for the customer experience. Touchpoints are detailed across each lifecycle stage and differentiated by customer segment and channel to deliver on your loyalty strategy.
Working with you, Kognitiv builds a vision for loyalty that your organization can rally behind. This combines the vision, the insights gathered throughout the project and validated with financial modelling and market research.
At Kognitiv, the team are program operators as well as strategists. It is in their DNA to design a program that works for you, leveraging your assets, while being mindful of your constraints. Success isn't a great PowerPoint presentation—it's a program that's in market, delivering on your objectives, elevating your business, and delighting your customers.
Kognitiv collaborated with a B2B business supply client to re-design and launch their loyalty program that includes more tightly targeted campaigns to dramatically reduce operating costs while increasing revenue growth.
Results Achieved:
| Metric | Result |
|---|---|
| Increase in loyalty program ROI | 62% |
| Decrease in marketing costs | 36% |
| Increase in loyalty program revenue | 9.5% |
Designing the right loyalty strategy takes time, but that doesn't mean you can't take action now. Kognitiv Pulse is an AI/ML-powered solution that enables you to turn your customer data into predictive insights and actionable recommendations.
With Kognitiv Pulse, you'll see the biggest opportunities you have to increase your customers' lifetime value by upgrading how you onboard, engage, retain, and re-activate your customer base. With the click of a button you can export audience lists to a text file or directly into leading multichannel marketing platforms for activation.
Elevate your loyalty strategies with additional tailored services that ensure you're getting the most out of your investment in loyalty.
Elevate experiences at every stage of the customer journey. Bringing the latest digital and consumer behavior expertise, Kognitiv creates experiences and campaigns that engage customers throughout their journey with your brand.
Whether its providing flawless delivery of your program's day-to-day operations, monitoring its financial impact or planning its ongoing evolution, Kognitiv is an extension of your team to ensure success.
Kognitiv analyzes and monitors your customer data using a proprietary AI/ML framework to better measure, understand, and predict your customers' behavior and accelerate your program's performance.
Kognitiv offers a comprehensive suite of products designed to maximize customer lifetime value and loyalty:
AI/ML-powered insights and activation to maximize customer lifetime value. Understand your customers and get intelligent recommendations that are easy to action.
Quick-to-deploy, scalable loyalty system with 200+ connectors for easy omni-channel activation. A loyalty platform that binds brands and their customers more tightly together.
AI-native data activation for 1:1 personalization at scale across owned channels.
Outcome-based AI/ML optimization for paid display, video, social and programmatic. Your AI autopilot for paid media.
Diverse partner benefits that give your customers more choice and experiences they love.
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