Benchmarking your Loyalty Programmes

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Auditing your loyalty programmes

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Benchmarking your Loyalty Programmes

  1. 1. Providing Competitive Intelligence & Benchmarking Your Loyalty Programme Copyright © by Loyalty Matrix Sdn. Bhd.
  2. 2. According to Bain only 22 percent of the world’s major firms achieved growth of 5 percent a year over a ten-year period from 1994 to 2004
  3. 3. Flow Line 1. The Need for Loyalty 2. What is LM Index? Programme Benchmarking 3. Key Benefits of LM Index 4. How Does it Work? 5. Investment Options
  4. 4. The Need For Loyalty Programme Benchmarking Ability to plan rear guard action quickly Get Intelligence on Advance information Competitive on competitive activity Loyalty Programmes
  5. 5. The Need For Loyalty Programme Benchmarking Eliminates the need to ‘re-invent the wheel’ Adopt Ability to constantly Ability to introduce Global Best Benchmark with the new services ‘best’ in category Practices
  6. 6. The Need For Loyalty Programme Benchmarking Ability to build a bank of ‘benefits’ Identify Strengths & Ability to identify Weakness weakness of programme of Your Loyalty structure Programmes
  7. 7. What is LM Index An example LM Index of Credit Card Loyalty Programes 9 7.8 8 7 6.4 6.2 6 5.07 4.9 5.01 4.8 5 4 3 2 1 0 Citibank Maybank RHB Hong Leong OCBC AmBonus Sphere Rewards Treats Point Rewards Rewards Rewards Rewards Rewards Program Rewards Programme Programme Programme Programme An Online Index that evaluates the strength of loyalty programmes
  8. 8. What is LM Index A Neutral Online report that highlights the status of loyalty programmes
  9. 9. What is LM Index An example Sphere Rewards 68 UOB UNIRinggit Rewards 68 HSBC Rewards 145 AmBonus Rewards 106 OCBC Rewards 39 Total # of Brand Partnerships Hong Leong Rewards 97 RHB Rewards 62 Maybank Treats Point Rewards 170 Citibank Rewards 112 0 20 40 60 80 100 120 140 160 180 Evaluates different parameters of loyalty programmes
  10. 10. What is LM Index An example Sphere Rewards 0.73% UOB UNIRinggit Rewards 0.25% HSBC Rewards 0.55% AmBonus Rewards 0.74% OCBC Rewards 0.58% Awards Payback Hong Leong Rewards 0.54% RHB Rewards 0.35% Maybank Treats Point Rewards 0.63% Citibank Rewards 0.70% 0.00% 0.10% 0.20% 0.30% 0.40% 0.50% 0.60% 0.70% 0.80% Shows strengths and weaknesses of loyalty programmes
  11. 11. What is LM Index Tracks Competitive Offers & Communication
  12. 12. Key Benefits of LM Index 4. Provides Improvisation Tips on Loyalty Programmes 3. Gain Competitive Advantage 2. Assists in Taking Timely Actions 1. Measures True Loyalty
  13. 13. How Does LM Index Work ◘ 1st Step – Scoping Assess the parameters of loyalty programme ◘ 2nd Step – Conducting Study Use online/offline research methodology ◘ 3rd Step – Creating LM Index An online index is created to benchmark company’s loyalty performance against peers
  14. 14. Customised Investment Options Adhoc Basis Annual Subscription OR Basis
  15. 15. Where Do We Go From Here? Call Rajeev at 0126301137 or e-mail rajeev@loyalty-matrix.com to discuss next steps

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