Build trust and connect with your customers.
Serving a global market became the challenge for several businesses. Finding the right channels, niches and products, to deliver the best service, maintain customers and build trust can sometimes be overwhelming in a highly changeable environment.
That is why building trust and connecting with your customers is key to understand which strategies are crucial to maintain and grow your business.
What is loyalty and engagement really about?
Loyalty programs, gift cards, special discounts, and other forms of campaigns aren’t enough. To effectively add value and make the brand relevant to your customers, you need to really understand their needs and niche down your product. You need to align your strategy to their preferences, passions and concerns to engage and build a trustful and loyal connection.
At Deloitte, we help you build the strategy, create the concept and implement the tools that bring value for you and your customer. A win-win strategy that will fuel your growth with loyal and engaged customers.
Creative connection drives loyalty, and loyalty fuels business growth.
It’s all about relationships. Know, understand, connect and take care
Spread the love
of your customer by delivering the best value proposition.
Stop assuming: start feeling and thinking like your ideal customer.
LOVE: unlimited loyalty and engagement
LOVE helps you connect and understand your customers’ passions, their deep desires, what they really want. We build together the best loyalty and engagement strategies, supported by technology and merged with creativity. Your success is our success, so it’s crucial for us to support your evolution.
Putting in place a multidisciplinary team, we define the strategy, the operation model and the technology components that best support it.
We Design & Deliver
The set up of the operation comes next, and we also ensure its implementation. We collaborate with major software loyalty engines to quickly implement and adapt to your business case.
We ensure the operationalization of the strategy over time and support its evolution.
What’s in it for your business?
- Use digital tools and platforms to open new channels and broaden customer reach
- Real time contact with your customers
- Truly know your customers
- Adapt your communication, products and services
- Make decisions based on metrics
- Increase customer satisfaction
- Increase loyalty and customer engagement
- Reduce customer churn
- Sustain your growth and increase brand awareness
We’ve done it before
Accelerate with Customer Data
A major road infrastructure company, aimed to be a part of the universe of mobility, by offering a broader set of services complementary to the traditional ones, which would enhance contact with the brand and its relevance to customers.
This project involved increasing and improving customer knowledge. By identifying the interaction moments and channels preferred by customers, we were able to design better offers and services adjusted to the markets’ needs.
Deloitte supported and operated the conceptualization of the engagement model, through a digital platform program developed for the web and mobile channels.
This loyalty and engagement program had a significant customer impact, with an increase of registered customers and transactions carried out, which resulted in a positive and impactful sales value.Download Case study
Deloitte implemented and fully transformed a major Energy leader customer digital experience in an end-to-end strategic program (imagine-deliver-run approach).
The project consisted in the definition, design, coordination and management of initiatives associated with the transformation of the customer’s digital experience, ensuring their contribution to make the world more sustainable. This was achieved with the implementation of an app based on the engagement and gamification components.
A new, fresh and innovative frontend combined with a dynamic and engaging loyalty program is helping to create a path towards a more sustainable brand. In the first 6 weeks it was possible to achieve incredible results: +200k program registrations, 6.9 million unique devices impacted, +47 NPS (29 before go-live), from 3.9 to 4.2 on overall rating in stores and a +30 sustainable brands ecosystem.Download Case study