Make loyalty
perform.
Your loyalty program is already running. Let's make it perform.
We boost loyalty performance.
We are not here to replace your program.
We are here to find where value leaks.
Most companies that reach us already have a program: members on file, defined rewards, an app, a card, a points system. What they do not have is certainty about where the value is going.
A program can add members every month and still lose money. It can have millions of points issued and rewards nobody wants. It can measure everything and change nothing about what it does with that information.
We enter through one concrete opportunity, prove it, and the relationship grows from there. You do not need to rebuild the program to start improving it. If a program has to be built from scratch, we do that too: it is simply not our main message.
If you do not yet have a customer base with possible repeat purchase, a loyalty program is infrastructure for traffic that does not exist. The work starts earlier.
The cycle where a program
becomes business.
A loyalty program is the one territory where data, digital and physical touch each other every day. It is also where the chain breaks most often. CMC can step in at any point of the cycle.
- 01
Data
What you know about each member, and what you do with it.
- 02
Digital experience
App, member area, redemption, communications.
- 03
Physical experience
The counter, the store, the event: where a member is recognised.
- 04
Rewards
What is offered, what is desired and what is actually redeemed.
- 05
Activations
Promotions and experiences that move behaviour.
- 06
Purchase
Frequency, ticket, cross-sell and upsell.
- 07
Retention
Who comes back, who cools down and who already left.
- 08
Back to data
Every loop leaves information for the next one.
CMC steps in here
The areas where a program
gains or loses performance.
Not all at once. Priority goes to the largest opportunity that is cheapest to capture.
Member base
- Member acquisition
- Member activation
- Engagement
- Program participation
- Member segmentation
Value per member
- Purchase frequency
- Average ticket
- Revenue per member
- Customer Lifetime Value
- Cross-sell and upsell
Staying power
- Retention
- Churn reduction
- Churn prevention
- Win-back of inactive members
- Reactivation
Proposition and experience
- Rewards optimization
- Redemption behavior
- Reward desirability
- Creative concept and look & feel
- Customer experience
- Digital + physical integration
Operations and measurement
- Communications
- Promotions and activations
- Personalization
- Operational efficiency
- Cost reduction
- Measurement and optimization
A loyalty problem is not always
solved with technology.
Five disciplines on the same program. That is what separates a dashboard from a growth engine.
Strategy
Where value leaks, and in what order it gets addressed.
Data
Segmentation, early signals, value per member, measurement.
Creativity
Concept, brand, communications and rewards people want.
Experience
Recognition in the real world: counter, store, event.
Technology
Automation, personalization and systems integration.
When members stop redeeming, the dashboard tells you when. It does not tell you the reward stopped being desirable, the message arrives too late, or nobody recognises them at the counter. Those three are fixed with creativity, content and experience, not with more technology.
Loyalty Performance Audit
A contained review of the program you already run, with a commercial focus: where the opportunity is, which one comes first, and what it takes to capture it.
Request a Loyalty Performance AuditScope and timing are agreed with your team, based on the size of the program. We do not publish reference prices we cannot hold.
- 01
Opportunities
Review by area: member base, value per member, staying power, proposition and operations.
- 02
Priorities
What to move first, by size of the opportunity, cost to implement and time to result.
- 03
Action plan
What gets done, in what order, with which team, and how it is measured. Executable with or without us.
- What we look at
Acquisition · Activation · Engagement · Frequency · Average ticket · Retention · Churn · Win-back · LTV · Rewards · Customer experience · Creativity · Operations · Costs
Previous experience on
large programs.
- ServiclubYPFMass consumer loyalty program, national scale.
- Fiesta RewardsGrupo PosadasHospitality guest program, multi-brand and multi-country.
- Starwood Preferred GuestSheratonGlobal guest program, premium category.
- Club PremierAeroméxicoFrequent flyer program, with members and partners.
These are not CMC clients. They are the previous track record of the founder and the team. We publish no metrics or results from those programs: what can be documented is shown; what cannot, is not invented.
Your program is already running.
Let's make it perform.
We reply in under 48 business hours