With a heritage in CRM solutions and Direct Marketing, we have created and managed CRM/ECRM/SCRM programs for some of the world’s biggest brands, including Avis Budget Group, Cathay Pacific Airways, Diageo, Dell, US Airways, Johnson & Johnson, McNeil Consumer Products, The Home Depot and Wyndham Worldwide.
The underlying thread to all these programs is the development of dynamic, customer‐engagement models designed to increase revenue and frequency of purchase. In developing these programs we recognize there are common elements to each:
- Shared Values: Consumers are eager to embrace companies that share similar values.
- Engagement and Involvement: Consumers will proactively seek engagement and involvement when they feel they’re getting something that recognizes their importance as customers (e.g., extra service, tangible and relevant rewards).
- Uniqueness: Loyalty fatigue is real, and programs that distinguish themselves from the pack are unique, properly branded, and offer the right balance of rewards and service.
- Preferred Channels: Consumers will engage through multiple channels, but online is preferred for multi‐way communications and up‐to‐date information.