“Am I doing enough for my best end customer?”
“Do I know enough about purchasers and users to make them the right offers?”
“How can I be sure to leave a positive impression on my customers?”
“How can I enhance the life span and level of activity of the participants?”
“Am I reaching my end customer and if so, at the right time and with relevant content?”
“Do the rewards and benefits in by bonus programme really fit?”
“What is the competition doing and what ideas from other industries could be promising?”
Questions like these are occupying not only our clients, but also us as a service provider of CRM and loyalty programs on an almost daily basis. That is why we developed the ’Loyalty Health Check’.
The check is an innovative consulting approach that allows quick and reliable statements on strengths and improvement options concerning the topic of customer relationship management and customer loyalty of a company.
In this process experienced Arvato consultants examine various aspects of planned or already existing CRM programmes, some with the help of specialised software. Investigations include: The visibility and comprehensibility oft the programme, cost-benefit ratio for the participants, design and clarity of digital and analogue measures, the frequency and efficiency of direct communication, the quality and response times of the service centre, the overall composition and activity rates of campaign and programme participants. The focus of the analysis is defined in advance with the co-operation partner.
An important prerequisite for carrying out a ‘Loyalty Health Check’ is the trusting co-operation between Arvato and the audited company. Since some sensitive information is exchanged and Arvato employees have limited access to business data and processes, a mutual non-disclosure agreement (NDA), which Arvato provides, is usually concluded prior to the implementation of a ‘Loyalty Health Check’. In the NDA, both parties commit themselves to silence about the concrete implementation and the results of the check.
The results of the check are usually available within two to three weeks. They are subsequently made available in the form of a report which, in addition to the detailed results, also contains an executive summary as well as concrete recommendations for the further development of the activities.
Arvato offers to present the final report as part of a personal appointment.