Customer Loyalty Strategy and Relationship Marketing

Modern data driven marketing is about making it easy for relationships between people and brands to thrive. 

Traditional theory was that relationships between brands and customers could be ‘managed’ with well executed and contextually relevant communications. 

Now, communication interventions are no longer enough to gain long term customer engagement and loyalty. We have more data, more martech, more tools and tactics at our disposal. 

As a result, the role of CRM and loyalty programmes are transforming.  

They are the key interface between customers and brands. Our approach to CRM and Loyalty is to balance communications with customer experience and service design. All working in concert to ensure the work we do is the most tangible manifestation of the promise the brand makes to its customers. 

Customers are loyal to brands that are easy to engage with, understand them and tailor their experiences accordingly. Our data science practitioners activate the data and insights that ensure we deliver true context and relevance for customers right across the customer journey.  

Martech is a critical enabler but our approach is to always start with real human understanding to define and design the blueprints for CRM strategy and then deliver with continuous improvement through marketing technology.  

Our core focus is on creating technology enabled human relationships.