Engaging your customers in an, economically viable, two-way dialogue is the cornerstone of a proactive engagement strategy to keep consumers loyal to your network and services.
Short of having a proactive phone conversation with every individual consumer, managers of large low to medium value bases have limited tools at their disposal to engage and support their consumers in a meaningful relationship other than when a customer calls the call centre or visits an outlet.
Typically our customers see the following benefits from a lifecycle-based programme of activity and Loyalty Programmes:
One of the world’s leading CSP groups asked BLS to provide a technology platform and short managed service to engage customers. After an initial diagnostic project where we segmented the base by tenure and value and defined a contact strategy for the welcome and churn stages of the subscriber lifecycle, we then recommended and implemented a portfolio of around 200 campaigns optimised for different lifecycle and value segments of the base.
The campaigns were designed on a ‘T+X’ basis, where X represented the time since activation to manage different scenarios for Inflow management, base development, retention and win-back stages of the lifecycle. At the end of a 3 month managed service contract we were able to report on the net increase in revenue and the number of incremental active users – all measured against a global control group.
In addition to this, several of the worlds leading CSPs have engaged with BLS to manage the design and implementation of their Loyalty Programmes, focusing on launching an additional service for their customers, with a new ‘currency’ type (points), which keeps customers engaged and loyal to the network.
We offer a number of different solutions to help keep your customers loyal to your network and services and improve engagement with automated Loyalty Programmes: