White Paper
Good Will Loyalty Solution
November 2014
Table of Contents
1. Abstract 1
2. Introduction to the Good Will Loyalty Solution 1
3. As – Is Situation in the Customer Loyalty Program Domain 1
4. Good Will Loyalty Solution 2 4.1 Business Premise of the Good Will Loyalty Solution 2 4.1.1 How IGATE has developed a solution for Specsavers (existing customer) 3 4.1.2 Must Have Components of IGATE’s Good Will Loyalty Solution 3 4.2 Level 0 Business Process Flow of the Good Will Loyalty Solution 4 4.3 Member Enrollment Process Flow 4 …show more content…
The Good Will Loyalty Solution is designed around the concept of Creation of a Non – Point Based Loyalty Program, culminating to the final premise of creating a “Brand Advocate”.
3. As – Is Situation in the Customer Loyalty Program Domain
Below mentioned are few points we have noted which we notice, on improving a retailer’s loyalty program. The results are depicted below and this is what retailers have to say:
• Retailers/Customers: feel that point based loyalty modules designed by retailers are levied upon customers.
• Customers: The general trend in a retail loyalty program is mainly focused on an individual’s monetary gain; very rarely do we see a program addressing the social aspect of community giving, social help among customers. Retailers have developed numerous mobile based apps. thinking that a customer will download and use them, but a working/middle class customer will not download an app. until it serves the purpose of solving their day to day …show more content…
• Retailer could build upon a bigger database of customer in turn planning a better promotions program for each customer.
Customer:
• A platform is developed where a Customer can do good in the society and spread the goodwill message, in turn getting associated with the retailer brand as a “Good Will Gesture Brand Advocate”.
7. How will your use case bring value to IGATE business/vertical
This is the first of a kind solution being developed by the IGATE Retail team, which is helping a retailer make Good Will Gesture Brand Advocates out of its Customers and most importantly using a mobile application, mobilizing the concept of “Do Good, Feel Good”
8. References
i. State of the Industry Research Series, Chuck Schaeffer, Edgell Knowledge Network. http://www.crmsearch.com/loyalty-risks.php
9. About the Authors
The team involved in the design of this solution:
• Mr. Samir Joshi – Retail Program Manager
• Mr. Kanwarpal Kochhar – Lead Consultant
• Mr. Paul R H – Retail
Good Will Loyalty Solution
November 2014
Table of Contents
1. Abstract 1
2. Introduction to the Good Will Loyalty Solution 1
3. As – Is Situation in the Customer Loyalty Program Domain 1
4. Good Will Loyalty Solution 2 4.1 Business Premise of the Good Will Loyalty Solution 2 4.1.1 How IGATE has developed a solution for Specsavers (existing customer) 3 4.1.2 Must Have Components of IGATE’s Good Will Loyalty Solution 3 4.2 Level 0 Business Process Flow of the Good Will Loyalty Solution 4 4.3 Member Enrollment Process Flow 4 …show more content…
The Good Will Loyalty Solution is designed around the concept of Creation of a Non – Point Based Loyalty Program, culminating to the final premise of creating a “Brand Advocate”.
3. As – Is Situation in the Customer Loyalty Program Domain
Below mentioned are few points we have noted which we notice, on improving a retailer’s loyalty program. The results are depicted below and this is what retailers have to say:
• Retailers/Customers: feel that point based loyalty modules designed by retailers are levied upon customers.
• Customers: The general trend in a retail loyalty program is mainly focused on an individual’s monetary gain; very rarely do we see a program addressing the social aspect of community giving, social help among customers. Retailers have developed numerous mobile based apps. thinking that a customer will download and use them, but a working/middle class customer will not download an app. until it serves the purpose of solving their day to day …show more content…
• Retailer could build upon a bigger database of customer in turn planning a better promotions program for each customer.
Customer:
• A platform is developed where a Customer can do good in the society and spread the goodwill message, in turn getting associated with the retailer brand as a “Good Will Gesture Brand Advocate”.
7. How will your use case bring value to IGATE business/vertical
This is the first of a kind solution being developed by the IGATE Retail team, which is helping a retailer make Good Will Gesture Brand Advocates out of its Customers and most importantly using a mobile application, mobilizing the concept of “Do Good, Feel Good”
8. References
i. State of the Industry Research Series, Chuck Schaeffer, Edgell Knowledge Network. http://www.crmsearch.com/loyalty-risks.php
9. About the Authors
The team involved in the design of this solution:
• Mr. Samir Joshi – Retail Program Manager
• Mr. Kanwarpal Kochhar – Lead Consultant
• Mr. Paul R H – Retail