Case study

Transformation of loyalty program for a mobile operator

Situation

A mobile operator in Central Asia sought consultant assistance in improving its loyalty program to ensure its deeper penetration into the existing customer base and growth of the customer base via an improved USP. Delivery Partners provided analytical support in developing an improved loyalty program.

Our work

Improvements to the structure of the loyalty program:

  • Analysis of best international practices
  • Analysis of loyalty programs of competitors
  • Assessment of the existing loyalty program and its initial results
  • Customer survey design and analysis

Development of customer journeys for the new loyalty program:

  • Analysis of customer journeys and their prioritization
  • Analysis of best international practices for go-to-market strategies for loyalty programs
  • Selection and design of 3 key customer journeys for implementation in the mobile app

Results

Delivery Partners supported the consultant in analyzing best practices, generating ideas for improvement of the loyalty program, developing customer journeys at key interaction points, and planning program rollout.