Home

08.27.19

Pack More Than A Punch

by Kelley Mitchell Price

T3’s approach to loyalty combines modern thinking, modern architecture and modern execution. That’s a lot of moderns. But that word is everything. 

Experience-led, customer-focused experiences create loyalty. Our goal is to craft experiences customers want to be loyal to as the mechanism of loyalty, not points or promo-based programs that age quickly. Crafting these kinds of experiences require:

Talking to customers. Start a conversation. Conversations lead to an understanding of customer needs, motivations and behaviors. Guess less.

Useful, insight-driven product design: Loyalty is earned by providing tangible brand experiences that are easy to use and stand out. Keep it simple.

Demos over decks: Apply an agile mindset and design thinking to the entire loyalty strategy and design process. Prototype and test. 

Start designing experiences customers will be loyal to, not loyalty experiences.

DON’T BE SHY

Often the initial ask may seem simple: “We want to increase loyalty.” When a client makes that statement, it’s our signal to dig deeper. How do we do that? Collaboratively frame the problem to be solved and start future-casting. 

  • What is the behavior we want to drive?
  • Is that behavior quantifiable? 
  • Why would a customer care about this? 
  • How does it improve something a customer cares about? 
  • Who is loyal today? Who will be loyal when our project is done? 
  • How will we know if we are successful? 
  • What do we want to be true when we’ve met all of our requirements?

Boldly answer these questions. Do what you do best. Make a great product, provide excellent customer service, and be visible in the marketplace. When these things are true, you’re on the way to a loyalty experience that packs way more than a punch.

Kelley Mitchell Price

Related Thinking

COVID-19 And Loyalty: Three High Impact Program Moves To Make Now

04.27.20

COVID-19 And Loyalty: Three High Impact Program Moves To Make Now

The COVID-19 crisis is slowly entering its next phase and governments are cautiously planning for reopening. Both planning for potential scenarios and taking timely action are moves you can make now.

Maintaining And Growing Brand Loyalty Amidst The Crisis

04.20.20

Maintaining And Growing Brand Loyalty Amidst The Crisis

As the pandemic crisis begins its slow transition, there are things that your brand can do to wrap its arms around your new and loyal customers, thank them, welcome them back and add new value to help shape the new normal, not simply react to it.

Invest to Capture First-Party Data

03.02.20

Invest to Capture First-Party Data

Read part one of our Cookie Apocalypse series.