1. Foundational Principles Of Design
We follow 8 guiding principles for successful loyalty program implementations, rooted in customer experience and best practices.
- Program Strategy & Design -
Discover how strategic program design can empower your teams and delight your customers
Whether you’re looking for a program health–check, the complete redesign of an existing program, or to start a new, full–scale program design and build, Brandmovers will help you design the program that drives results.
2. Framework for Ongoing Design
Our 4-phase methodology is an agile process with stage gates that allow for alignment and refinement. It considers internal, customer, and marketplace factors to produce a recommended design and/or redesign.
2. Aspirational Metrics
Using our 4 dimensions of value we outline ideal-state measurement for best-in-class programs. We will work with your team to establish goals for each key metric and build our online dashboards accordingly.
Objectives Alignment
Discovery
- Goals - gain upfront alignment of goals and gathering input to establish objectives and guardrails.
- Stakeholder Insights - conduct stakeholder interviews to identify audience insights and highest value behaviors for each audience segment.
- Scope - define program goals and success metrics, both qualitative and quantitative
Insights & Analysis
Assessment
We assess all the critical components that will feed into the upcoming program design phase, such as financial performance reviews and defining audience demographics and other persona attributes for segmentation purposes.
- Company
- Culture
- Customer
- Competition
- Cost/Benefit
Design & Journey Mapping
Design
- Structure - Finalize program rules, tiering structure and terms & conditions.
- Value Proposition - establish brand alignment and persona-based value proposition, messaging, KPIs and goals.
- Technical Requirements & Scope - establish timeline for phased approach and timeline for implementing new features and evolving program.
- Rewards Recommendations - determine rewards strategy, hard & soft member benefits, and member engagement opportunities.
Launch & Roll-Out
Implement
- Marketing & Communications Plan - establish detailed, multi-channel marketing & communications plan covering entire member lifecycle from enrollment to re-activation.
- Launch & Roll-Out - deliver full program launch and execution plan including recommended technical scope, service, and ongoing support.
- KPI Scorecard - deliver final rules structure recommendations and KPI/metrics measurement plan, and financial model showing earnings and lift.
Design Model
The PAVE Engagement Model™
The PAVE Engagement Model™ is Brandmovers's proprietary diagnostic tool that helps brands create roadmaps for growing deeper levels of engagement and loyalty among the program audience by identifying and prioritizing the different behavioral drivers that motivate people to act. This survey-based insights tool creates a brand connection index that will help focus effort and deliver impactful business results."
Ready to start designing your ideal customer loyalty program?
