Tecmark’s focus on the evolution of loyalty marketing is the basis for our passion for organization, planning, evaluating, and improving.
To kick-off a loyalty program, our cross-functional team works collaboratively with your teams to communicate steps, identify challenges, resolve issues, and establish deadlines for launching loyalty marketing solutions.
Consult
Though Tecmark is not a consulting agency, we spend time with clients, prospective clients, and their consultants to fully understand their loyalty marketing strategy. Then, we share our insights and experiences to help make loyalty programs as successful as possible.
Investing time in the strategic planning process helps companies focus on the most effective rewards programs, gain approval from impacted parties, and prepare for success.
We know how loyalty programs impact every part of a business, so we do all we can to ensure that everyone is on board with a plan before development and implementation begins.
How to plan for a successful loyalty program:
- Start simple
- Find internal resources to manage and champion the rewards program
- Track results
- Know what your competition is doing with loyalty marketing
- Know what your customers want from a rewards program
- Consider day-to-day operations and get feedback from employees before beginning a rewards program
- Set goals for new member growth and bottom-line results
- Look for opportunities to enhance, change, and grow the loyalty program
We want to discuss your loyalty program concept with you - to share experiences, insights, and creative options - before you agree to work with us.
Deliver
When you’re ready to implement a loyalty marketing program. It’s important to assemble a team and stay organized. Tecmark’s cross-functional loyalty team includes personnel from IT, Operations, and Account Management for each new program.
The Account Manager serves as the team leader to get the rewards program going and keep it going, long after implementation is completed. The Account Manager is the key contact for fielding your questions and getting you answers.
We encourage a direct connection between our IT group and your IT group through a program’s development, to ensure clear communication and quick, efficient implementation. Project management highlights deadlines, deliverables, issues to be resolved, and successes.
Though the system side of implementation tends to be the most complicated, we also focus on the operational side.
What we provide to Operations to ensure the successful implementation of a loyalty program:- Clear instructions for enrollment and purchase transactions
- At-a-glance training and trouble-shooting guides
- Easy access to 24/7 technical support for all questions
- Triple check of all collateral, cards, printed materials prior to production
- Know what your customers want
- Approval of customer service scripts
- Exception processing procedures
We also provide extensive internal testing and highly recommend a limited, live test prior to complete loyalty program rollout.
This enables us to make sure that all connections are working, training is clearly understood, and there are no issues to be resolved.
The week of implementation, our entire team is ready to quickly answer any questions and address any issues. This commitment to excellence makes implementations enjoyable instead of challenging.
Grow
Tecmark doesn’t stop working after your loyalty program is launched.
Loyalty marketing programs need to evolve in order to grow. So, we help you understand your results and make recommendations for improvements. There are many different ways to grow a loyalty program, and we can provide you with ideas for increasing your customer base and growing your business.
Questions to consider when problems arise after launching a rewards program:
The rewards program had great new member growth but is now plateauing—why?- Has a competitor introduced a new, more enticing loyalty program?
- Are employees keeping the program a priority and encouraging member enrollment?
- Would you like to encourage members who haven’t visited recently and offer to get them to come back?
- Does the program have enough exposure?
- Do you need more program communications?
Per member spending amounts have leveled off. How can we increase spending amounts? Should you:- Consider different promotional offers and merchandise to get people in the door and spending more per visit?
- Consider tiering your program to encourage more spending or visits, and entice members into spending more to reach the next tier?
Members were excited in the beginning of the program, so why aren’t they coming in as often? Should you:- Consider resetting your reward levels to get members excited about qualifying more quickly for a reward?
- Try email or text marketing to remind members of their points and abilities to win rewards?
- Try direct mail offers to drive members in to use the offer, which you can track online?
Our commitment to loyalty marketing program success drives us to address our clients’ questions and needs.