Customer Experience Strategy

Customer brand experiences are generating a flood of data. Capturing, integrating, analyzing, and presenting this data to managers in actionable form has become a critical business practice, and using the same channels to communicate back to customers has become just as critical.

The Customer Experience (CX) Machine is the system that makes this level of customer interaction possible. It’s a complex integration of services—business intelligence, data storage, applications, and much more.

Loyalty Methods has deep expertise in every aspect of the CX Machine. We can help you develop a CX strategy, implement missing pieces, and integrate everything. We can even provide your loyalty platform. We deliver the whole solution, not just bits and pieces.

The Architecture Of Your CX Machine

INTELLIGENCE | This is the analytical brain of the CX machine.

Business Intelligence interprets customer interactions, identifies patterns, and helps you decide how to respond.

BI/Segmentation

A systematic way of dividing your customers into subsets to improve the effectiveness of your communications with them.

Marketing Optimization

Optimization is how you determine the most effective mix of channel, message, timing and spend for your most valuable customer segments. It’s about rational use of marketing resources.

Data Mining/Modeling

Lets you develop predictive models based on statistical analysis, using scoring and segmentation to identify target groups such as “morning coffee drinker,” “power mom,” and “weekend getaway lover.”

DATA STORAGE | This is the memory of the CX machine.

When Loyalty Methods was founded, relational databases (RDBMS) dominated data storage. Today, marketers must also seek data in NoSQL, Massively Parallel Processing (MPP) databases, In-memory databases, and grids. Each houses specific types of data, and each is best-suited to specific types of horizontally scalable B2C operations.

Data Services

We guide you through the maze of architectural options and show you the way to best house your structured and unstructured data, and ensure your use cases are handled at scale.

Content Services

Content marketing is unthinkable without a secure, systematic, versioned and collaborative view of your digital marketing assets. Our content services implementation team is able to help you move off file-based storage and into truly collaborative content development.

DATA MANAGEMENT | This is the data cleansing function of the marketing machine.

We help you avoid the “garbage in, garbage out” problem by thinking of data hygiene right from the start, and making it a first-class citizen in our designs.

Customer Lifecycle Management

Creating a single view of the customer is a well-known challenge. Customers appear on different channels and supply partial data on each, making it difficult to de-duplicate and create accurate records in your customer master. Loyalty Methods has the expertise to address these challenges and maintain the coherence and unity of your customer master.

Purge and Archival Services

As your databases acquire more and more transactional data, the need to archive older data will emerge. Some CX machine designers treat archiving as an after-thought, but we do not. Loyalty Methods has developed products and processes to enable archiving millions of records with zero down-time and zero impact to your systems, thus improving the performance, usability and maintainability of your CX machine.

APPLICATION | This is the operational brain of the CX machine.

It executes day-to-day operational business rules, responds to customer interactions (often in real-time or near-real-time), performs the basic functions of deploying messaging and offers, and collects and validates input, including customer acquisition, transactions and activities.

Loyalty Management

The system for enrolling and managing your loyal customers should be seamless and powerful. It should not only be the best at managing accruals and redemptions, but it should be flexible enough to extend those key data points to every customer touchpoint in your organization as well as to every employee.

Campaign Management

The return on your investments in better business intelligence and better data storage and management comes in part from running more effective campaigns. Loyalty Methods makes sure that your CX machine will talk to your customers more effectively by maintaining marketing programs and campaigns, running triggered and automated campaigns, and collecting response and attribution data.

Contact Management

Customer profile information is key to understanding who your customer is. Instead of just an email address, you want email and opt-in/opt-out preferences, for instance. For travelers, you might want section, seat, and beverage preferences. Loyalty Methods can help you design a CX strategy that will derive the most value from contact management.

Transaction Management

Customers engage with your business across all channels. It is the job of transaction management to collect, organize, standardize and properly attribute these interactions to the right customer. This is not just about POS transactions or online purchases, but includes non-purchase behavior, such as social interactions, in-store activities and participation, referrals, and so on.

INTEGRATION | This is the nervous system of the CX machine.

It deploys messaging and collects interactions between your CX machine and its channels.

Real-time Interfaces

Today’s customer is hurried, distracted and impatient, clicking and swiping away from your app or site in mere seconds. That’s all the time you have to make a positive impression and to deliver a gratifying experience. Loyalty Methods works hard to enable industry-standard and custom real-time interfacing, to ensure that the moment of attention your customer gives you becomes a worthwhile moment for your customer and your brand.

User Interfaces

Delivering beautiful web and mobile UI to customers is paramount, but it’s also important to empower employees inside your organization with interfaces designed to enable productive performance across all applications and channels. For example, imagine a loyalty contact center agent, whose home screen provides answers to 70% of customer questions with no further clicks. No awkward silent pauses, no frustration, no fumbling around.

Batch Interfaces

Real-time interactions are not always necessary or even feasible for various economic and technical reasons. To those situations, Loyalty Methods brings years of experience optimizing batch schedules. We’ll deliver a supportable, maintainable, predictable, adaptive batch scheduling framework when your situation requires it.

Deploy And Collect

These are the limbs of the marketing machine. The key concepts to managing an omni-channel presence are consistency and relevancy. It is the optimal orchestration of these touch-points that ultimately delivers the experience to your customers.