Customer Relationship Management (CRM)

Value Retail’s loyalty programme was failing to meet its primary objective of guest data capture as there was perceived to be a weak connection between guest behaviour and rewards.

Iris led the loyalty proposition development end-to-end through to launch: proposition concept design, commercial analysis and risk mitigation, business and functional requirements, contact strategy including customer journeys and use case planning, an internal and customer-facing launch strategy and comms plan, Village brands engagement strategy, KPI setting and measurement framework, and partnerships development.

Customer Loyalty Marketing

We launched in pilot village Paris in June 2018 to achieve proof of concept and drive programme optimisation and further personalisation, with plans to roll out to all other villages by September 2018.

YTD in 2018 we have seen, 100% acquisition uplift, 175% increase in scanning rate and x5 increase in treat redemption.