What We Do

We help you achieve your objectives at every stage of the loyalty lifecycle

Strategic Consulting
Depend on our team of loyalty experts for guidance and advice

Whether you are designing a new loyalty program, embarking on a program refresh, or auditing performance of a current program, our team of experts will guide you in the development of actionable strategies that will accelerate growth and build customer loyalty. We will help you identify your loyalty opportunities and provide guidance and recommendations for an on-brand approach to incorporating loyalty marketing into your overall business model. Every aspect of the program will be considered. From engagement strategies to rewards catalog development, comprehensive financial modeling and scenario analyses, and technology integration requirements, our consultants will leverage their category expertise to ensure you develop and execute a world-class loyalty program.

Our consulting engagement phases ensure corporate significance, brand-centric positioning, and program participation and engagement.  These phases include:

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Integration & Implementation
Rely on us to architect, manage, and deliver a comprehensive technical solution

Our implementation team has experience with a broad range of complex integration scenarios. The team works with each client to understand the use cases, configure the correct solution, and implement each integration. You can rely on us to manage the overall technical solution ensuring a timely and on budget launch.

Our goal with each integration is to deliver a timely and cost-effective integration of our SaaS loyalty platform, LoyaltyPlus, into our clients’ marketing and financial technology stacks. We adhere to a detail-oriented process to map each client’s systems and integration points, and work in partnership with your IT team and other third party vendors to architect a seamless loyalty system that is built forward-looking for program enhancement and brand extension. LoyaltyPlus utilizes standard data feed formats, which reduce import errors and implementation cost overruns.

LoyaltyPlus integrates with numerous systems via API, Bulk API, or SFTP-based data feeds with third parties, including:

Ecommerce, mobile, point of sale, call center, email service provider, data warehouse, CRM, ERP, social sign-on, and ratings & reviews.

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“Clients praise both the platform and the people. Specifically, they like LoyaltyPlus’ flexibility and ease of use, and indicate that implementations are typically on-time and on-budget.”

- The Forrester Wave™: Customer Loyalty Solutions For Midsize Organizations, Q1 2016

Identify, understand, and engage your customers across channels with our flexible and scalable platform

LoyaltyPlus is our cloud-based lifecycle marketing suite that drives customer identification, engagement, and retention for major brands. This SaaS loyalty platform enables you to design, deploy, and optimize an omni-channel loyalty solution uniquely tailored to your program opportunity.

The flexibility of LoyaltyPlus enables you to fully configure and customize your loyalty solution to ensure alignment with your unique brand image and positioning. We have mastered scalability in the cloud via a data-driven approach that makes enterprise-wide expansion across channels, geographies, and segments attainable in a cost-effective and timely manner.

Our product and development teams deliver software at a rapid pace, following agile, customer-driven principles. LoyaltyPlus has an ongoing cycle of innovation and enhancements with frequent product releases that extend to all clients.

LoyaltyPlus offers actionable reporting across multiple dimensions, delivering real-time transactional and engagement metrics within the portal to allow you to maximize your loyalty ROI. With a single, comprehensive view of all customer interactions across channels, you’re able to deliver upon a truly addressable omni-channel experience, track customer behavior, and build more accurate models for prospecting.

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Program Management
Consider us an extension of your team

Every one of our loyalty programs is supported by a dedicated account team to ensure that each client unlocks the full potential of our solution and realizes their loyalty objectives. Within this team, clients are assigned a dedicated Customer Success Manager who actively manages the partnership from initial kickoff through program launch and well beyond. We take a collaborative approach in driving the program forward via regular status calls, incorporating cross-functional resources as necessary. We maintain a strong understanding of all aspects of the program and brand to enable effective decision making to achieve your goals. Full-service, and even collocated, support models are supported as needed.

Our program management services support the management and optimization of a live program experience:
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Marketing Services
Communications and Promotions Strategy
Campaign Management
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Performance Management
Custom Measurement Planning, Reporting, and Analytics
Program Optimization and Refresh Strategy
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Technical Training and Support
Platform Training
Ongoing Technical Support and Maintenance
Advanced Analytics
Enable better decisions with our insights and analytics capabilities
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Every decision, from strategic direction to creative messaging, is informed by a statistical understanding of the customer. We deliver a 360-degree view of customers to create actionable drivers of desired customer behaviors that are tracked and improved as needed to ensure program optimization. Our typical analyses include a cohort analysis measuring impact to retention and lifetime value, a decile analysis providing visibility into key metrics across the member base, and liability reporting for a deep understanding of program financials, to name a few.

As part of Merkle, we also bring best-in-class analytics and data analysis capabilities to support and optimize our client’s loyalty programs. With access to a team of over 400 data scientists, we offer services including:

Predictive modeling and forecasting
Product recommender system development
Business intelligence reporting and automation
Campaign related planning
Testing and analysis
Media, site, and social analytics

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