We design, build and operate intelligent customer engagement programs that increase customer profitability at a lower cost than business-as-usual marketing:
Increased conversion rates
Greater share of wallet
Increased frequency of purchase
Lower customer cost to serve
Intelligent customer engagement is:
Incremental – it only incents customers for doing new things, saving precious marketing dollars by not rewarding customers for actions they would do anywayDe-averaged – it does not ‘give away’ marketing dollars by incenting all customers with the same reward; it offers different incentives of different values depending on what the individual customer’s behavior is worth to the businessReal-time – it capitalizes on opportunities when customers are already interacting and engaged, rather than presenting irrelevant offers based on historical transactional or behavioral dataOmni-channel – it works seamlessly across all channels to provide customers with cohesive experiences, rather than inconsistent ones often caused by siloed data and disparate systemsProfitable – it provides a measurable return on investment unlike traditional loyalty, which is typically a cost center to the business. We’re so confident of this, that we offer a performance-based fee structure.
We deliver intelligent customer engagement, not just traditional loyalty. See why we’re different (and why this means more profitability for your business). Learn more about intelligent customer engagement.
Retail/E-commerceWe drive customer spend, cross-sell and upsell products and services, deepen customer engagement, reduce attrition and reduce your cost of service.
Financial ServicesWe maximize share of wallet, reduce attrition, deepen engagement and enhance your sales officers’ efficiencies and effectiveness.
Subscription BusinessesWe increase conversion, enhance retention, deepen member engagement, increase member spend and drive new referrals.
We are entrusted with operating intelligent customer engagement programs for leading companies in 25 different countries. Some of our clients include:
How We Do It
We deliver end-to-end intelligent customer engagement programs, or we can enhance your existing loyalty or discount programs. Put simply we:
Our Analytics and Optimization team works constantly throughout this process to optimize the customer interactions and incentive levels to maximize ROI.
“We believe that customers are no longer happy to be ‘sold to’ by companies. Instead, the most successful customer experiences are the ones where the customer feels they have been ‘helped to buy’.”Steven J. Hoffman, President and CEO
We use an innovative approach to customer engagement called Value Exchange Optimization™ (VEO). VEO ensures that we unlock the profitability potential of every customer interaction. Using this approach we have delivered a 10% increase in valuable customer behaviors for our clients. Learn more about Value Exchange Optimization.
Our platform gets you intelligently engaging with your customers quickly and easilyOur managed services platform and proprietary approach allow for quick implementation with minimal resources required from IT and marketing, while delivering programs completely customized to each company’s brand, user experience and customer economics. To support this, the cloud-based platform has three main components:
Listening PostsWe gather real-time and historical data on your customers which we use to identify each customer’s behavior gaps relative to a set of key behaviors that drive value for your business.
Intelligent RulesThe core of our platform, we create Intelligent Rules to target economically rational incentives to close those behavior gaps, at an individual level.
Interaction ManagementWe engage each of your customers with a choice of targeted incentives to help profitably close those behavior gaps. This happens in real-time, at any point of interaction, and in any channel.
The platform is modular, so that we can integrate with any 3rd party software applications you already have in place, such as a marketing automation tool or an existing ecommerce platform.
How To Get Started
Understanding the potential value of your member behaviors is the first step in developing an intelligent customer engagement program. The Customer Engagement Roadmap helps companies not only identify and quantify their customer behavior gaps, but provides a roadmap showing how to capitalize on these incremental opportunities. Learn more about The Customer Engagement Roadmap.