Loyalty Program is a measurement of the client’s loyalty program targeting the entire membership audience.
Examples of loyalty programs include:
Points Currencies
Personalized Offers
Member Privileges
Cash and Discount
Card-Based
Promotional Programs
Why Use It?
Offering a loyalty program to customers is a strategic decision that comes with a large investment for the potential of large fiscal gains. It is vital that this program is managed successfully so that it engages the customer but also drives up the bottom line.
Loyalty Program Measurement offers strategic insights such as:
How does my program structure affect the overall loyalty program experience?
Which areas help us to reduce member churn?
Which channels are most effective for communication?
What other loyalty programs are our members using?
Which offers or rewards are most valuable to my members?
How does the loyalty program influence spending on my brand?
Target Audience
Vice President or Director of Loyalty/Guest Loyalty/Global Loyalty/Customer Relationship Management, primarily within the Hotel, Travel, Financial Services, or Retail Industry.
Senior
Loyalty Executives in these industries oversee loyalty programs and innovation activity across the enterprise from ideation through implementation, with a special emphasis on driving more customer- relevant interaction that drives program engagement. Senior Loyalty Executives work in close alignment with the global marketing team.
Secondary
Vice President or Director of Consumer Insights or Marketing, primarily within the Hotel, Travel, Financial Services, or Retail industry.
Common CQs
Program benefits usage/preferences
Account management preferences
Shopping frequency/spend habits
Redemption preferences/behaviors
Membership tiers
Competitive program membership
Common CPPs
Spend history
Frequency of use
Locations of use
Membership Tier Level
Membership Tenure
Redeemed vs. Non-Redeemed vs. Expired Rewards
For more info on CPPs as well as a list of our default CPPs, please click here.
The following touchpoints, when paired with a Loyalty measure, have been shown to enhance the breadth, width, and scope of the solution ForeSee offers:
Web/Mobile - Digital channels can serve as a key source for members to utilize their achieved rewards or self-service around their membership. Ensuring the digital experience is successful for loyalty members is vital in strengthening a company’s word of mouth.
Contact Center - Loyalty program members may utilize a company’s contact center for assistance with their membership or to make a purchase using their rewards. Ensuring that contact center experience is successful reinforces loyalty program participation and drive word of mouth.
In-Location Store - Stores often act as the main acquisition source for loyalty program enrollment. Understanding how these two experiences complement each other is important.
General Information
Includes email invitation support and deployment.
Includes reminder emails if needed.
Client must identify eligible sample (emails preferred) based on sampling recommendations from ForeSee.
Survey Statistics
The metrics provided below should be used as a guide - actual response and acceptance rates can vary significantly depending on the type of audience and their propensity to participate in surveys.
Email Acceptance rates - 5-15% (depends on the type of audience, quality of email address, and how soon email is sent after the interaction).
