Retailer loyalty strategy

Project Overview

Tortoise & Hare partnered with this leading retailer to define their overarching loyalty strategy, and to explore what a redesigned program proposition could look like in the future.

Customer Objective

Provide me with value and delight me every time I shop.

Business Objective

Increased customer loyalty, value and satisfaction.

As a leading retailer, with physical stores in Australia and New Zealand and a large e-commerce presence, our client’s focus is on being customer-led and innovating the shopping experience for their customers.

Industry:

Retail

Company size:

40,000+

Collaborated with T&H:

2023

T&H Services:

Strategic development
Industry analysis
Loyalty proposition design
Frameworks and roadmaps

Approach

The project began with a client immersion to understand their current state and the key loyalty requirements for a future state. This helped to guide a comprehensive local and global market review of what best in class loyalty looks like.

Following this, a loyalty strategy was developed that articulated the role of loyalty, demonstrated the ecosystem orchestration and experience, and explored potential proposition constructs to bring the strategy to life.

A horizon plan approach to delivering on the strategy was roadmapped with the client, to ensure a sustainable and attainable path forward for the business.

Results

The final output provides the client with the strategic roadmap needed to bring an integrated and innovative loyalty experience to market for their customers.