1. Loyalty Programmes –
What’s the Point?
Angelina dos Santos-Barrett
21 August 2013

2. What is the point?

3. Customer Engagement:
Then & Now
Limited Competitors
Personal Relationships:
Corner stores
Additional Value
Marketing
Simple
Several Competitors
Convenience Driven
Customer Information
Direct Marketing
Engagement

4. Name
Surname
Gender
Title
Address
ID Number
Date of Birth
Purchase Amount
Date
Time
Store Purchased At
Opt In
Product/s Purchased
Multiple Tender
Communication
Building a Picture

5. Maria
• 25 – 30 years Old
• African Woman
• Black Cat Peanut Butter - Smooth
• Has 1 daughter aged 3 years
• Does weekly shopping
Clare
• 25 – 30 years old
• White Woman
• Loves Black Cat Peanut Butter –
crunchy
• Has no children, engaged
• Does monthly shopping
Know your Customer

6. Data
Insights
Metrics
KPI
ActionsExecute
Measure
Customer Centric = Relevance

7. Build a relationship with your customer -
ensure your customer returns to your
store for future purchases!!

8. Using Innovative Tools to Engage Customers

9. Vouchers &
Coupons
SMS - MMS – USSD – POS - Web Print - Self Service – Kiosk - Mobile App

10. Vouchers
& Coupons
Balance
Hello Angelina!!
Pay
Specials
Buy
Survey
Facebook
Twitter
Chat
Connecting everywhere

11. Different Rewards
Omni-Channel
Social Media

12. Insights
(data)
Easy to
understand
Easy to
participate
Relevant
(value)
Equitable to
all
Drives
desired
behaviour
Evolves
Loyalty Programme 101

13. Driving Consumer behaviour through relevant engagement

14. Angelina dos Santos-Barrett
Product Manager: Loyalty, Vouchers, Coupons and Gift Card
Tel: 021 681 3000
Cell: 071 371 0480
Email: angelina@innervation.co.za