OMNICHANNEL EXPERIENCE
Interact with customer across channels
Omnichannel customer commerce is no longer optional for retailers, restaurants, or banks. Unified commerce design principles enable frictionless customer journeys without duplicating the codebase and paying twice for in-store and online functionality. Tight integration between loyalty platforms and other digital platform components ensure a seamless omnichannel customer experience.
MORE ENGAGEMENT OPTIONS
Reward customers for activities beyond orders
Traditional loyalty engines have limited functionality when it comes to engagement points, typically only rewarding customers for placing orders. But by building a modern loyalty platform, you can create the marketing flexibility to incentivize and reward customers for many other activities including answering marketing campaigns, inviting friends, exploring various features of the website, or participating in corporate buying programs for business clients.
GAMIFICATION
Grab customers’ attention
Gamification is often trivialized by companies to literally implementing games as a part of the customer experience. But truly successful gamification is almost invisible to the customer, being tightly integrated with the rest of the customer experience and highlighting the differentiation features of the company. Incentivising repeated engagement, exclusivity, collection behavior, and enhancing it with AR can expand the scope of your customer loyalty program to boost customer lifetime value and decrease churn.
CUSTOMER INSIGHTS
Get to know your customers
It’s crucial for marketing that customer support teams are able to monitor and understand customer behaviors. To accomplish this, modern customer loyalty platforms include customer analytics portals that collect customer engagement data and provide insights and reports to business teams in real-time. This allows them to react to changing customer behavior patterns and quickly make adjustments to loyalty programs and campaigns.
MARKETING PRODUCTIVITY
Configure campaigns and promotions in minutes
Speed to market is critical in the modern fast paced environment. To react to changing customer behaviors and the competitive environment, marketing teams need to be able to create and adjust campaigns, promotions, and loyalty programs within minutes. With this in mind, modern loyalty platforms are designed around the principle that the marketing experience is as important as the customer experience. This is achieved through the inclusion of convenient marketing portals.
SUPPORT AGENTS EFFICIENCY
Immediately address customer problems
The best loyalty platforms correctly calculate points and rewards while providing an intuitive customer experience. However, when customers do need to reach out to the support team, the support agents must have all the necessary information at their fingertips so they can immediately address any customer queries by providing answers or adjusting points and rewards where necessary.
CLOUD-NATIVE TECHNOLOGIES
Take advantage of the cloud
Cloud deployment is no longer an option for most Fortune-1000 enterprises. We provide a loyalty platform that is built using cloud-native technologies, container-based deployment, and microservices architecture patterns, enabling easy deployment across major cloud providers.
How does our customer loyalty platform work?
Customer loyalty engagement may be different for different companies but there are some key commonalities. Besides the fact that customers expect a rich set of digital loyalty capabilities enhanced with gamification, loyalty platforms should have enough flexibility and variability to engage with the customer at any point in their shopping experience. They also need to have easy-to-understand rules around earning points and using rewards, while protecting companies from loyalty fraud. The final piece of the puzzle is to provide a rich marketing user experience and efficient customer support portals.
To provide a high-quality customer experience, we design loyalty platforms to be tightly integrated with the rest of the digital customer experience platform, a customer 360 platform, and an analytics ecosystem. We focus on making the loyalty experience reflect the specifics of each company, relying on composable commerce and unified commerce design principles. Microservices architecture and bespoke functionality enable efficient integration, high data quality, and real-time business intelligence and reporting, while the cloud deployment model facilitates high speed to market, scalability, and cost-efficiency.
| Customer | Channel | Engagement | Points | Rewards & tiers |
| While traditional retailers may have only one type of customer, companies with mixed B2B and B2C business models may need to support other customer profiles such as office buyers or distribution companies. | Modern loyalty platforms should support engagement options other than just placing orders. These options may include reacting to campaigns, inviting friends, sharing on social media, writing reviews, and buying for companies. | Omnichannel engagement requires a seamless customer experience across digital and offline channels including web, conversational, chatbots, mobile apps, stores, branches, and customer support agents. | Correct calculation of points and rewards is crucial for the best customer experience. At the same time, companies should be protected from loyalty fraud via the accurate calculation of rewards. | While some companies may stick with a basic tier and reward structure, others may want to rethink it completely. An example of this functionality may be joining points and rewards into virtual “dollars” that customers can spend on future purchases. |
Industries
Compelling digital customer loyalty programs are critical for modern businesses, from retail and restaurants to CPGs, banking, and insurance. The fast pace of technology development and the wider competitive environment necessitate great flexibility and high speed of innovation. Grid Dynamics brings years of experience in building loyalty platforms that accelerate innovation and increase customer lifetime value.
Retail
Customer loyalty has never been more important. At the end of 2020, loyalty was in the top 10 mentions by publicly traded retailers in their earnings calls. Building a modern loyalty platform improves both the customer and marketing team experience, leading to increased customer satisfaction and higher revenues.
CPG and brands
Most CPG and brand companies that start their journeys to enable a D2C shopping experience face additional challenges around needing to support a wide variety of customer profiles. From individual shoppers to corporate buyers, modern loyalty engines can improve the customer experience in even the most complicated environments.
Financial services
Customer loyalty plays a central role in customer-oriented financial services companies from banking to insurance. Modern loyalty platforms can satisfy the most demanding customers by enabling non-trivial points of engagement and reward programs, utilizing innovations from gamification through to blockchain technologies.
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Accelerate your customer loyalty strategy
We provide flexible engagement options to design and build omnichannel customer loyalty platforms and AI-powered customer intelligence. Clients can take advantage of our starter kits to increase their speed to insights and reduce risks. Contact us today to start with a workshop, discovery, or PoC.
Workshop
We offer free half-day workshops with our top experts in loyalty platforms and customer intelligence to discuss your loyalty strategy, challenges, optimization opportunities, and industry best practices.
Proof of concept
If you’ve already identified a specific need to improve your existing customer loyalty program, we can start with a 4–8 week proof-of-concept project to rapidly deliver tangible results for your company.
Discovery
If you’re at the requirements analysis and loyalty strategy development stage, we can start with a 2–3 week discovery phase to perform gap analysis, design an optimized solution, and build out an implementation roadmap.
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