LOYALTY 3.0 at JetBlue: over 1.3 million additional loyalty portal page views generated, over 1.5 million Facebook impressions of branded content, record partner over 200% new transaction activations Q2Q,
Feature-Rich. Ultra Flexible & Customisable. User Friendly. New Generation Membership Engagement Solution.
About us :
Fireworks Solutions Sdn Bhd is a powerhouse of digital marketing technologies and services. Our HQ is in Kuala Lumpur. Find us at http://fireworks.digital
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Top French automaker uses Adobe Campaign to keep current
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Feature-Rich. Ultra Flexible & Customisable. User Friendly. New Generation Membership Engagement Solution.
About us :
Fireworks Solutions Sdn Bhd is a powerhouse of digital marketing technologies and services. Our HQ is in Kuala Lumpur. Find us at http://fireworks.digital
Data-Driven Marketing Roadshow Adobe - March 25, 2014DDM Alliance
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Top French automaker uses Adobe Campaign to keep current
and prospective customers around the world engaged with
personalized, targeted one-to-one communication: http://adobe.ly/1oX5hWV
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Digipay.guru Empowering fintech innovators.pdf
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Internet of Things - Forum Retail & GDO Milan by Joanna GawędaPiotr Strus
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Going Digital helps you in your digital transformation journey.
We simplify the four technology pillars for an organization's digital transformation.
Founded by Sandeep Raut, a top 10 global digital transformation thought leader, influencer, and keynote speaker, GOING DIGITAL offers a wide range of digital transformation consulting services with the necessary tools and practical expertise to help grow your business.
Internet of Things - Forum Retail & GDO Milan by Joanna GawędaPiotr Strus
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Digital Engineering: Top Three Imperatives for Banks and Financial Services C...Cognizant
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About East Coast Catalyst (Prepared by Tim Bourgeois)Tim Bourgeois
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With cloud, the economics change, the culture changes, the people, skills, compensation for the sales people changes. What vendors are going to help their partners make the transition to the cloud?
Through The TPM OCS Channel Development Model, we can help you with all phases on your Channel Strategy.
Evolution not Revolution - Simplify Your Digital Strategy for Closer Relation...marketingfinder.co.uk
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Evolution not Revolution - Simplify Your Digital Strategy For Closer Relation...ClearPeople
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Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
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2. FACTS & FIGURES:
Headquarters: New York, USA
Flights: > 750 daily flights
Aircraft: > 160
Destinations served: > 75
Employees: > 12,000
COMPANY PROFILECOMPANY PROFILE
serving 30 million passengers a year,
of whom over 4 million participate
in their loyalty programme
JetBlue is customer’s favourite
US airline*...
J.D. Power & Associates 2013 North America Airline Satisfaction Study
3. NEW GENERATION OF LOYALTY
AT JETBLUE:
The Loyalty 3.0 Approach
Rewarding programme members for
making purchases with a partner, sharing
content on social media, travelling and
performing other loyalty activities such as
visiting JetBlue.com with badges. Engaging
members through quests to complete and
giving them a scope to contend with other
programme members.
Rewarding programme members with
points for purchasing flights or completing
transactions with partners such as
American Express or Hilton Worldwide.
Giving programme members a scope for
burning accrued points for rewards.
Loyalty 3.0
Loyalty 2.0
Loyalty 1.0
Engagement
& Social
Analytics
& Recognition
Transactions
Rewarding programme members with
privileges based on a tier or a segment to
which they belong. Analysing customer
buying patterns, determining customer
value, campaign effectiveness and the
impact it has on budgets as well as ROI.
4. ENGAGING WITH MEMBERS THROUGH
A DEDICATED MEMBER PORTAL
New portal features:
• Member’s personalised interactive
travel map
• Over 2,500 achievements to unlock
• 4 categories of badges: sharing
on social media, purchase with
a partner, travel and loyalty activities
• Social media integration
• Single Sign-On (SSO) technology
• Friends
• Leaderboards
• Extra user stats
• Sharing members’ maps as pictures
on social media
• Social acquisition
ENGAGING WITH MEMBERS THROUGH
A DEDICATED MEMBER PORTAL
Comarch has designed
and implemented
TrueBlue Badges
5. ADDING COMARCH CUSTOMER
ENGAGEMENT TO THE EXISTING
LOYALTY PROGRAMME
Phase #1
AnalysisWe analysed the air travel market,
we were looking for a solution
to change the way customers
use the JetBlue frequent flyer
programme. 5 main areas we
could improve were identified,
then the design process began.
6. ADDING COMARCH CUSTOMER
ENGAGEMENT TO THE EXISTING
LOYALTY PROGRAMME
ADDING COMARCH CUSTOMER
ENGAGEMENT TO THE EXISTING
LOYALTY PROGRAMME
Phase #2
Concepts
We welded all flight-worthy ideas
into an operational concept. We
started to build the solution that
upgrades the TrueBlue customer
experience with highly visual and
social mechanisms.
After some time it became clear
that the concept of a travel map
would be central to the new,
gamified user experience.
7. ADDING COMARCH CUSTOMER
ENGAGEMENT TO THE EXISTING
LOYALTY PROGRAMME
Phase #3
UX/Design
In the face of a varied customer
base, we wanted to widen the
horizon, so that every travelling
experience with JetBlue makes
for a bright and clear online
adventure as well.
8. ADDING COMARCH CUSTOMER ENGAGEMENT
TO THE EXISTING LOYALTY PROGRAMME
ADDING COMARCH CUSTOMER ENGAGEMENT
TO THE EXISTING LOYALTY PROGRAMME
News
notification feed on recent events
on the platform
Phase #4
DesignOur artists crafted TrueBlue
Badges to award members for
partaking in activities within the
loyalty programme. We used
simple, enjoyable and striking
design to make users touch down
with lots of fun.
Badges
The user’s recent achievements
Collect Badges
list of the about-to-get badges,
displayed by priority
Leaderboard
ranks users based on their level,
flights and miles
Member Profile
shows member’s progress
in the form of an interactive mapMenu
linking to all badges
features and other parts
of the loyalty web portal
9. ADDING COMARCH CUSTOMER ENGAGEMENT
TO THE EXISTING LOYALTY PROGRAMME
JAVA
Play Framework
AKKA
NODE Express.js
MongoDB
PostgreSQL
MySQL
Front-end AngularJS
TECHNOLOGYUSED
Benefits:- High Efficiency
- Distributed Architecture (Scalability)
- Seamlessly integrated with Comarch Loyalty Management
- Social Media Integration
TechWe used the strong and durable
Comarch Customer Engagement platform.
On top of it we built a powerful engagement engine
before letting it fly.
10. COMARCH LOYALTY SOLUTIONS
AT JETBLUE
Loyalty 3.0
Loyalty 2.0
Loyalty 1.0
Engagement
& Social
Analytics
& Recognition
Transactions
Comarch Customer Engagement:
• Badges
• Leaderboards
• Friends
• Quests
• Enhanced member portal
• Social acquisition
• Single Sign-On (SSO)
• Social media analytics
Comarch Smart Analytics:
• Data visualisation
• Predictive models
• Data warehouse
• Advanced segmentation
Comarch Loyalty Management:
• Business Administration – user management;
definition of accrual; redemption and points
expiry rules; communication/campaigns;
segmentation; elite tier and reports
generation
• Contact Centre – helpdesk
• Member Portal
OTHER SERVICES: Support, Hosting, Programme Management, Analytics, Creative Services
11. JUNE 2013 – TRUE BLUE BADGES TAKE OFF!
OUR ACHIEVEMENTS IN THE FIRST 6 MONTHS:
Facts & Figures:
• Over 1.3 million additional loyalty portal page views generated
• Over 1.5 million Facebook impressions of branded content
• Record partner over 200% new transaction activations Q2Q
• Over 650,000 badges awarded
• Over 100,000 active users
Benefits:
• Higher traffic to the
jetblue.com website across multiple
social media channels
• Greater customer engagement
• Measuring online customer
engagement
• Innovative and customer friendly
brand positioning
• Increased conversion rate
• Customer social acquisition
• More advanced customer
segmentation
• Identification of brand ambassadors