Loyaltyconsultingukcreds Jan2010
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Loyaltyconsultingukcreds Jan2010 Loyaltyconsultingukcreds Jan2010 Presentation Transcript

  • Loyalty Consulting UK – Leaders In Customer Loyalty Initiatives Within The Financial Services Sector
  • Who are we?  Formed in 2003, Loyalty Consulting UK is based in Cambridge and specialises in the provision of professional loyalty related services in financial services.  The practise is headed by Mark Bergdahl who has over 20 years sales and marketing experience within the global financial services arena.  Loyalty Consulting UK employ a team of senior professions all of whom have significant experience and capabilities in developing and also optimising existing loyalty programmes.  Within the consultancy our team‟s experience and unique skill sets ensure that no matter how complex the task at hand we have the capabilities to arrive at a pragmatic and deliverable solution.
  • Mark Bergdahl - profile  Mark has worked in sales, marketing and consultancy for more than 20 years with his passion for loyalty stemming from working with organisations such as Tesco and British Petroleum.  For the last seven years Mark has used his depth of loyalty knowledge and experience to assist financial services organisations with strategy and execution.  Most recently Mark has worked with Amex and Barclaycard in the UK and internationally with Alpha Bank in Greece, Parex Bank in Latvia and Bradesco Bank in Brazil.  Mark is a regular speaker at conferences and with many years international experience, he has a vast knowledge of the full spectrum of issues and opportunities surrounding customer service.
  • Mark Cousins - profile  Prior to his engagement with Loyalty Consulting UK, Mark was responsible for assisting Citi Bank with the proposition development and global roll out of their Travel Pass travel and leisure credit card.  He has spent several years managing the campaign delivery function for LaSer‟s UK operations where amongst other achievements he developed the credit card proposition and the customer acquisition and retention strategies for their co-branded range of football cards.  Mark brings with him a creative yet pragmatic approach to loyalty which stems from working for the Abbot Mead Vickers BBDO advertising group. .
  • Darran Morford - profile  Darran has worked in the Payment Card industry for 25 years. Having spent the early years of his career at Visa International Darran progressed through the organisation from running the VisaNet authorisation and clearing systems through to heading up the Visa Smart Card (EMV) implementation team across Europe.  For the past 11 years Darran has been working as a consultant initially focusing on the business and technical implementation of chip card processing working with clients such as American Express and CitiBank to enhance their expertise in this area.  In recent years Darran has spent most of his consulting time working on the implementation of loyalty programmes across Europe. His most recent engagement has been in supporting the design and implementation of a loyalty solution for Barclaycard in the UK market.
  • Philippe Tignol - profile  Philippe has over 14 years experience in technology solutions within the payments industry. He was one of the first professionals to be involved in the implementation of smart-card technology within banks.  He has experience includes payment standards such as EMV, card personalisation systems, POS applications, ATM applications, payment networks, authorization servers, data collection server, electronic purses and cryptography schemes.  Philippe has been instrumental in the launch of several market leading card innovations working with some of the most prominent card and payment organisations in the world, such as MasterCard and American Express.
  • Our consulting experience  In the last 6 years we have completed over 25 loyalty engagements across Europe, Asia, Latin America and North America.  This global experience benefits our clients allowing them to access new ideas and “best practices” from many varied markets and diverse business environments we have served in.
  • Our consulting approach and services Our consulting approach  Every client we have ever consulted for has a unique set of circumstances and requires a differentiated solution - we therefore don‟t have a one size fits all approach and have adopted a pragmatic approach that allows us to have the greatest impact with our clients.  We are dedicated to the values of „customer first'. We aim to get you closer to your customer and therefore deliver higher levels of customer satisfaction whilst realising greater value from them. Our consulting services  Our consulting services fall within three specific areas: - Strategy – We help our clients to win and retain customer loyalty. Our knowledge and experience ensure that our clients benefit from world class best practises together with innovative strategy and execution. - Operations – Our experience extends to the day to day operational management of loyalty initiatives and schemes. We advise our clients in order to minimise costs whilst maximising customer satisfaction. - Technology – Our consultants help our clients to select and implement world class technology in order to support their loyalty objectives.
  • Our consulting approach and services Our consulting approach  Every client we have ever consulted for has a unique set of circumstances and requires a differentiated solution - we therefore don‟t have a one size fits all approach and have adopted a pragmatic approach that allows us to have the greatest impact with our clients.  We are dedicated to the values of „customer first'. We aim to get you closer to your customer and therefore deliver higher levels of customer satisfaction whilst realising greater value from them. Our consulting services  Our consulting services fall within three specific areas: - Strategy – We help our clients to win and retain customer loyalty. Our knowledge and experience ensure that our clients benefit from world class best practises together with innovative strategy and execution. - Operations – Our experience extends to the day to day operational management of loyalty initiatives and schemes. We advise our clients in order to minimise costs whilst maximising customer satisfaction. - Technology – Our consultants help our clients to select and implement world class technology in order to support their loyalty objectives.
  • Loyalty strategy “Loyalty is seen as a marketing cost, susceptible to cuts when times are hard. When in truth, successfully implemented loyalty schemes can drive growth during periods of economic decline.” Mark Bergdahl – Director, Loyalty Consulting UK
  • Strategy modules Business case definitions Loyalty assessment & assessment Is customer loyalty something that We will take a central role in the you should invest in? Within this development cost/revenue mod and module we will focus on high level that the potential risks and benefits value proposition development, are identified and modelled - thus input and help define a business providing a full assessment of the case and identify likely likely effect of the loyalty initiative implementation options. under review. Strategy modules Loyalty objective Loyalty health check definitions This service focuses on delivering We will assess the “loyalty potential” an independent loyalty audit given the strategic goals of the covering all aspects of operations, business delivering a report promotions and customer service to identifying the most achievable identify whether your loyalty loyalty objectives with guidance of initiative is delivering justifiable how best to go about achieving return on investment. them.
  • Operations “The operational demands of a loyalty scheme can generate a disproportionate cost thus undermining the overall business objectives. Loyalty operations must be cost justified like any other business operation.” Darran Morford – Consultant, Loyalty Consulting UK
  • Operational modules Customer journeys and Customer support loyalty treatment strategy operations Do you understand the triggers and How should your organisation drivers that positively influence respond appropriately to the customer behaviour and how these many varied customer requests should be incorporated into from running a loyalty programme, your business? from “I am missing some rewards” to “I don‟t understand the scheme”? Operational modules Customer Process definition and communications implementation Scheme success is reliant on Are you communicating with documentation of all customers in a relevant and operational processes and meaningful manner; and are you procedures be them to do with a constantly deepening your customer registration or reward understanding of them? redemption and for these to be integrated in the day to day administration of a scheme
  • Technology ““The technology infrastructure driving customer loyalty initiatives has become increasingly complex with recent developments such as instant rewards at the point of sale. Aligning the strategy of a loyalty scheme with the most appropriate technology platform not only requires specialist knowledge but real experience.” Philippe Tignol – Consultant, Loyalty Consulting UK
  • Technology modules Infrastructure Organising data to assessment Technology modules maximise customer value In implementing a loyalty platform Data design should be at the heart what is the best solution for your of any loyalty initiative as the whole organisation, to buy, build or business rational is built around a outsource? continuous process of renewed customer understanding Technical design We are able to share best practises whether it be interpreting the initial business requirements, identifying scheme performance measurement criteria or undertaking end to end testing prior to scheme launch
  • What our clients say about us “Loyalty Consulting UK have been “Today we have the leading credit card loyalty programme our strategic partners in designing in Greece – we could not have and defining the Global Smart achieved this without the Solutions loyalty strategy for smart strategic direction of Loyalty card implementations. Their input Consulting UK. They remain fundamentally shaped our integral to the evolution of loyalty approach to customer loyalty for within the Alpha Bank American Express GNS partners Group payments business.” within EMEA.” Leo Kassoumis Allen Gilstrap, Global Smart Cards Division, Solutions, American Express Alpha Bank - January 2009 EMEA - July 2007
  • Contact us  For more information on our services, to request case studies or to have an informal chat about an assignment please contact either: - Mark Cousins mark.cousins@loyaltyconsulting.co.uk +44 (0)1223 370199 - Mark Bergdahl mark.bergdahl@loyaltyconsulting.co.uk +44 (0)1223 370199