Loyalty

A flexible, tailored system designed to make loyalty building easier.

Successful companies understand that the key to long term loyalty is not in a few well chosen gifts but is based on understanding and rewarding customers over time.

The EMerchants Loyalty Card is not only designed to be a points based rewards program, it also encompasses the tools to help the issuer to understand their customers better so they can successfully tailor packages to suit their needs as the relationship evolves.

The EMerchants Loyalty Card can help you to operate more profitably in four key areas:

• It is well documented that it costs five times more to get a new customer than it does to keep one. A US study has actually quantified the impact of reduced attrition on profit and discovered that a 5% reduction in defections will boost profits between 25% and 85% depending on customer category.
• The EMerchants Loyalty Card is a comprehensive loyalty program that is as flexible as you want it to be. It is parameter driven so it can be customised to complement your existing marketing program.
• In addition to the actual points processing, which can be accumulated by transaction type or by other ‘events’, the system incorporates all the tools you will need to actively support a loyalty program, such as letter generation, statement processing for both customers and partners and also member surveys.
• Regular member surveys are incorporated into the system to help build your wealth of knowledge on individual customers. This is an important aspect as it helps to understand your customers as individuals and will therefore give you the ability to tailor promotions and/or product offerings to meet their specific needs.

EML Loyalty is made up of Seven key components:

• Membership
• Partners
• Points
• Management
• Rewards
• Security
• Administration

EML Loyalty is a customer based system that maintains all member information such as address etc and it has a built in access level system to allow for members to be distinguished based on the amount of points they have accumulated.

The Membership component automates and tracks all customer contact, such as:

• Enrolment
• Welcome packages
• Statement processing and reproduction
• Member surveys Letter generation
• Notes made by ‘Call Centre’
• Rewards redeemed

It also maintains all eligible products and handles the standard points processing. The points system can be transaction or dollar based or both. The points summary can be split by program and bonus scheme and can be held by eligible product.

The Partner component provides the following functions:

• Maintains the partner details
• Produces regular partner statements
• Links partner to a reward, providing statistics on all rewards redeemed
• Links a merchant partner to a program promotion where for a specified time period the merchant is part of a special promotion, which may mean for example that all purchases made at a merchant during a particular month earn double points.

The Points Management component is extremely flexible allowing points to be accumulated by transaction type within a specific product as well as allowing bonus points to be accumulated separately. There is also an option to allow the allocation of points for special events such as completing a survey. The EMerchants Loyalty Card is a comprehensive loyalty program that is as flexible as you want it to be.

• The Rewards component performs the following functions:
• Supports member selection of rewards via telephone with real time updates of selections and points deduction.
• Tracks rewards redeemed and automatically generates letters to members for rewards redeemed

The EMerchants Loyalty Card provides a comprehensive security system to ensure the integrity of the loyalty program. Staff are able to access various parts of the system depending on the level of security they hold. The Administration module is once again very end user driven.

The program provides the following functions:

• Maintains the letter library, defining letters for current and future usage.
• Maintains the various customer tiers and their parameters e.g. standard, silver and gold members.
• Maintains the surveys which the customers may be asked to complete from time to time.