Comprehensive customer loyalty strategy for Capital One
Capital One hired us to help coalesce a strategic vision and plan for executing world-class customer loyalty as a company.
We built a Loyalty Strategy Architecture that enumerated and visualized organizational objectives, required customer behaviors, customer experience drivers and necessary operational capabilities—connecting related insights and dependencies.
Using this Architecture, we developed recommendations for improved Personalized Marketing that focused on the customers’ place in the product lifecycle, their attitudinal orientations and needs, and measureable behaviors to trigger automated treatments. Requirements were identified based on current capabilities, prioritized by ROI and documented in a strategic roadmap to drive implementation.