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Rewarding Customers |
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Rewarding Employees |
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Rewarding Channels |
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Get your customers to spend more, remain your customer longer
and recommend your business to family and friends. We design, build & operate
large and small customer loyalty programmes that measurably drive your bottom line.
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Happy employees = healthy bottom line. We help companies get
more out of their relationships with their employees. Whether it's improved sales,
productivity or compliance you're looking for, we design & deliver targeted
incentives and recognition programmes to deliver results. Your employees are your
brand.
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Grow your share of your reseller's business. If you sell your
product through a third party we can help you increase both sales and margin. Your
channel may be dealers, agents, resellers or brokers. They may not even be in New
Zealand, if you're an exporter. We've worked with them all and understand their
complexity.
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Programme strategy >>Programme strategy
The only job of a customer loyalty programme is to deliver more money to your bottom
line. We use your current customer data (whatever form it's in) to predict your
increased financial returns from a loyalty strategy and then design the best programme
to deliver the optimal return. The same disciplines apply to designing employee
recognition or channel programmes. Why guess when you can know?
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Programme health check >>
Programme health check
If you already have a loyalty programme, is it delivering the kind of business results
you think it should? Our Loyalty Health Check is a comprehensive diagnostic tool.
It's the resulting best practice learned over many years of operating industrial
strength loyalty programmes. We can determine if you're making enough profit out
of the programme and help you find ways to fix it if you're not.
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Data analytics >> Data analytics
The customer is in the data. Our analytical tools and teams deliver data driven
customer acquisition and retention programmes. We're a SAS partner and have some
of the best customer brains in the Asia Pacific region on our team. We can predict
the best way forward and provide analysis and recommendations based on a raft of
local and global customer data experience.
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Programme Innovation >>
Programme Innovation
New Zealand's different to the rest of the world. We work with you to deliver innovations
that drive your programme. Sometimes these innovations are tried and trusted strategies
proven and used by our colleagues in other markets. More often than not though,
these are "Number 8" wire developments that our New Zealand clients are the first
in the world to launch and profit from.
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Loyalty engine >> Loyalty engine
Every successful programme needs a finely tuned, reliable engine behind it. Our
engines deliver industrial strength performance for customer bases from 30 to 500,000.
They're fast to market (faster than most of our clients) and flexible enough to
fit each of our client's unique strategies. They deliver all programme features
from points treasury, contact centre, logisitics, rewards management, online redemption
through to mobile and communications.
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IT >>
IT
We design, develop and manage proprietary and partner technologies. We're technology
agnostic and focus on delivering the most effective systems for our clients, whether
it's commercial platforms or Open Source. We configure our core applications swiftly
and cost effectively. We work with data from a plethora of client applications from
the large ERPs (SAP, Oracle) through to small internal bespoke systems and almost
everything in between.
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Hosting and security >> Hosting and security
We host data and applications at our offices and in our shared and dedicated environments.
We have industrial strength intrusion detection and auditing processes. We have
solid Disaster Recovery assets and backup processes. Our Application Support function
operates tirelessly to ensure it remains safe, fast and effective.
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Management reporting >> Management reporting
All the key areas of loyalty reporting come in our standard suite. This includes
details of points earned and redemptions by type, supplier, channel (contact centre,
Web, IVR) or promotion.
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Merchandise >> Merchandise
Your customers can convert their points into merchandise. We buy and supply trophy
rewards and everyday utilities from Apple iPods through to Panasonic flat panel
TVs , Sony PlayStations, CDs, DVDs, tennis racquets and Breville Toasters. We have
over 150 major suppliers and in many cases our significant buying volumes mean we're
their largest commercial customer.
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Gift cards and vouchers >> Gift cards and vouchers
We're the largest buyer of gift cards and gift vouchers in New Zealand. We have
a range of over 70 different brands on offer. From Farmers to The Warehouse through
Benedon, Resene, Mitre 10, Bunnings Warehouse, Dick Smith, House of Travel, Smiggle,
Hoyts and Pit Stop we stock them all. We even have Amazon.com and a range of international
vouchers.
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Travel >>
Travel
Your programme members can turn their points into travel on any airline at any time
with the full array of hotels and car rental over the phone with our travel consultants.
If they'd rather use their favorite high street travel agent we can convert their
points into gift cards from most New Zealand travel companies from Air New Zealand
through to The House Of Travel.
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Experiences >> Experiences
Your programme members could drive a race car, fly a plane, do an extreme bungy
jump or have a relaxed hot air balloon ride. We have an array of experiences on
offer.
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International >> International
Programmes without borders. We have colleagues in offices all around world doing
exactly what we do. If you have customers, channel partners or employees offshore,
our network can source and deliver rewards, communications and incentives in their
markets while you manage the programme from here. We have all of New Zealand's major
trading partners covered.
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Music downloads >> Music downloads
Music from all four major record labels is available for download directly through
your programme in single track or album formats.
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Charities >> Charities
If your organisation has a specific charity it supports (or even if it doesn't)
your programme members can transfer points to the charity of their choice.
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Deals >>
Deals
Programme members can redeem for deeply discounted, limited time and limited volumes
of merchandise.
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Green >>
Green
From worm farms, to solar chargers and cleaning products we have a range of certified
green, sustainable and eco-conscious rewards.
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Sweepstake draws >> Sweepstake draws
Programme members can enter sweepstake draws and/or use their points as entries
into sweepstake draws. We have technology to ensure entries are recorded correctly
and winners are fairly drawn.
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Contact centres >> Contact centres
We operate both high touch (complex conversations or unstructured calls) and high
volume (programme queries and rewards redemptions) contact centres for our client's
programmes. Our contact centres can be delivered in dedicated or shared formats.
We also operate real time webservices that enable your own contact centre to service
loyalty programme calls.
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Email >>
Email
We design, deliver and manage email points statements and campaigns.
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Web >>
Web
We deliver and host websites that integrate securely with your own (so secure that
we integrate to online banking sites) and look, feel and behave exactly as yours
does. Programme members have a seamless experience. Our websites deliver rewards
through points only, points plus pay and pay only transactions along with wish lists,
gifting and 1to1 promotions online.
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Mobile >>
Mobile
We design, deliver and host sms, wap and mobile app solutions (including Android
and iPhone).
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Social media >> Social media
We strongly advocate that our clients use social media in their loyalty programmes.
We manage open networks for our clients such as Facebook fan pages and Twitter feeds.
We also configure and manage closed customer communities for customer co-creation
initiatives.
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Discussion >> Discussion
We'll introduce ourselves. There's no fee. We'll listen to you and understand whether
we can help. We might exchange confidentiality agreements so we both share commercially
sensitive metrics, facts and ideas to advance the discussion. You'll know soon enough
whether there's sufficient value in it for you to proceed and whether we're the
right people to proceed with.
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Strategy >>
Strategy
You may already know what you want to achieve and how you're going to do it. You
may only want to talk to us about utilising one of our services. If you're not sure
what you want to achieve or how to go about it we'd suggest we first frame that
up together with you. It might be as big as a strategy or as small as a plan. This
is usually a short consulting engagement.
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Discovery >> Discovery
If the strategy process shows there's value and you elect to proceed with us, then
we start the build process. This starts with Discovery and ends with Launch. In
Discovery our business analysts collaborate with your's to define the details of
the business processes, IT integration, rewards offering, reporting and project
plan.
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Configuration & test >> Configuration & test
We'll configure our scaled and reliable business process and IT platforms to deliver
your programme. We deliver the complete programme and all it's elements and test
each along the way. When it's complete we'll test it end to end with you. You'll
release your testers on it and they'll test it end to end. Only when you've signed
off will we proceed.
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Launch >>
Launch
We collaborate to launch your programme to your members. In some cases we're migrating
your programme and whole base of members from your in house or third party processes.
In others you may be launching a new programme and start with member acquisition.
Once launched, you're in the hands of our expert loyalty programme operators and
management systems.
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