Disrupting the market with a leading, gamified loyalty experience
T&H CX > Our Work > Brand Case Studies > Disrupting the market with a leading, gamified loyalty experience
Project Overview
Tortoise & Hare partnered with Endeavour Group and ALH Group to push the boundaries of traditional loyalty by disrupting the market with a leading, gamified loyalty experience.
We were engaged for the program design and strategy for an innovative, app-based loyalty program. Focused on rewarding and recognising in and out-of-venue behaviour, the program leverages gamification to enhance the customer experience and drive emotional connections.
Customer Objective
Business Objective
Driving increased patronage, spend and loyalty across the ALH venue-network.
Endeavour Group & ALH Group
The Endeavour Group is Australia's largest retail drinks network under the Dan Murphy's and BWS brands. They also run the country's largest portfolio of licensed hotels under the ALH brand.
Industry:
Hospitality
Company size:
20,000+
Collaborated with T&H:
2022-2024
T&H Services:
Approach
This project primarily focused on the strategic development of ALH's new loyalty proposition. Leveraging best-in-class loyalty fundamentals, overlaid with key business and customer insights, a number of key proposition territories were identified and strategically stress-tested.
Key to these propositions was the use of gamification to ensure always-on activation and enhance the customer experience to drive emotional loyalty across multiple customer segments.
We then tested these proposition territories via quantitative research to better understand customer preference, engagement and behaviour.
Tortoise & Hare also supported Endeavour and ALH to operationalise the program through detailed design of key program elements, development of T&Cs, UX and launch planning.
Results
A trusted partner to Australia’s leading customer-obsessed brands
Analysis & Opinion
Making the most of customer moments that matter
Understanding the hundreds of moments where your brand interacts with your customers is key to developing an approach for a consistent customer experience.
Analysis & Opinion
Customer loyalty is an output not an input
Just because you have a loyalty program, doesn’t mean you have a loyal customer base. Businesses mistake loyalty as an input, when it’s really the result of a great customer experience.
Analysis & Opinion
Five business problems that will constrain your CX efforts
Customers don’t want to just transact with your brand, they want to experience it. These five key factors might be preventing your organisation from delivering an outstanding customer experience.
