Redefining the customer lifecycle framework
T&H CX > Our Work > Strategy Case Studies > Redefining the customer lifecycle framework
Project Overview
Tasked to redefine Everyday Rewards' member lifecycle around member needs, wants, and behaviours, Tortoise & Hare, reviewed the lifecycle pillars that underpin a members experience, as well as the value model that delivers on business objectives, to develop a dynamic lifecycle framework.
Customer objective
To get more out of everyday, based on a clear understanding of my needs, wants and behaviours.
Business Objective
Increased customer satisfaction, loyalty and lifetime value.
Woolworths (Everyday Rewards)
Everyday Rewards wants their members to enjoy a little more from their groceries, fuel, clothes, liquor and more! Built on customer-centric data and best-in-class loyalty program strategy and executions, they provide customers with a little more value, a little more ease and a little more reward - every day.
Industry:
Retail, FMCG, Loyalty
Company size:
1,500+ employees, part of the larger ASX listed Woolworths Group 225,000+ employees
Collaborated with T&H:
2021 - ongoing
T&H Services:
Approach
This project was centred around defining three key program elements:
- Redefining Everyday Rewards’ customer lifecycle pillars in a way that best represents the customer experience
- Defining a value model that represents a customer’s engagement as well as their commercial value
- Build a customer engagement framework to allow existing and new customers to drive them up the value chain while recognising their need to move fluidly within the lifecycle.
This project was run in parallel with an omnichannel strategy project to curate a personalised, connected and consistent customer experience across channels, which was complementary to the lifecycle marketing work.
Results
Following business endorsement, this strategy was successfully implemented across the Everyday Rewards ecosystem, which was a significant result in and of itself, given the challenges with adopting wholescale changes such as this.
In order to further embed this work, follow up projects have focussed on defining key use cases for implementation, building a complementary test and learn framework, and developing a customer lifecycle masterclass to upskill and engaged the broader team.
WooliesX
A trusted partner to Australia’s leading customer-obsessed brands
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T&H Insights & Predictions
Unlocking customer value - part two
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T&H Insights & Predictions
Unlocking customer value - part one
Understanding what customers really want and how they perceive value.
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.
