Incent and reward purchases with a customer loyalty platform

Customer Solutions

Spark the same joy and excitement from your customers, whether it’s their first purchase or their fiftieth. 

With ITA Group’s end-to-end solution for customer loyalty, your business objectives and customer experiences are at the centre of decision-making, helping you foster emotional connections with your customers. ITA Group delivers all six components of a successful loyalty program: strategy and design, program operations, technology platform capabilities, creative services, award fulfilment, and analytics and optimisation. You’ll only need to work with one partner for all your customer loyalty needs. 

Customer loyalty technology helps deliver ideal outcomes

Through loyalty management, engagement, insights and integration, our easy-to-use platform drives incremental spend, creates deeper customer engagement, and rewards new customer purchases to increase each customer’s value to your brand. 

See significant results

  • Increase purchase frequency and customer value
  • Improve customer loyalty and advocacy for your brand
  • Enhance and leverage first- and zero-party data
  • Strengthen customer relationships and grow long-term customer retention 
  • Elevate awareness using the ideal mix of digital and beyond-digital touchpoints 
  • Coordinate communication efforts with your intermediaries
  • Differentiate across customer segments and deliver personalised experiences
  • Increase “next-best action” success
  • Track performance and analytics for program optimisation

Program strategy and design

ITA Group uses its proprietary approach to ensure your solution is unique to your brand. Dedicated customer loyalty experts get to know your business and desired results, plus analyse your customers and their purchasing habits. The result is a program with signature, branded experiences that no similar brands in your industry could replicate.

  • Primary research like segmentation studies, path to purchase and custom research to identify key insights about your customers
  • Customer journey mapping and journey orchestration to amplify moments that matter
  • Program design methodologies to capture and leverage more actionable data
  • A/B testing methods for communications, promotions and offers
  • Ongoing loyalty and engagement consulting
  • Ongoing campaign strategy, design and performance measurement 

 

Configurable loyalty platform

Our loyalty platform integrates with any source system for purchase data from your enterprise, as well as your marketing automation and customer database infrastructure. If you sell through intermediaries and have a hard time getting customer data, our platform can capture self-reported customer purchase data. The platform serves as the source for all customer loyalty data and triggers digital communications and other touchpoints.  

With a comprehensive technology platform, customer loyalty goes beyond the point of purchase. It rewards and encourages behaviours that matter most and gives customers access to key activities and loyalty program progress. Our platform design helps brands collect and act on first- and zero-party data to create engaging, personalised customer experiences. 

  • Core program configuration and setup
  • Customer profiling and dynamic segmentation
  • Real-time promotions engine
  • Flexible role-based user permissions
  • Self-service promotion management
  • Multi-channel campaign management
  • Personalised next-best offers
  • Email, SMS, app push notifications and voice
  • Tier management
  • Personalised incentives, awards and touchpoints
  • Gamification and badging
  • Data lakehouse and AI-powered analytics
  • Loyalty member scoring
  • Point-of-sale and payment integration
  • Extensible API integration

Operational management

Our customer loyalty team manages every aspect of your program, so you don’t have to. The same team creates the strategy and executes the recommendations on behalf of your brand. By working with one partner, the team becomes experts on your brand. They have the ability to proactively address challenges, and keep the program running smoothly and effectively so you always meet customers’ expectations.

  • Dedicated day-to-day operations and program execution
  • Campaign management
  • Data collection and management
  • Customer service and issue resolution
  • Budget management

Award-winning creative

Successful loyalty campaigns are about more than one communication touchpoint. From overall messaging strategy to execution, our in-house creative team offers full support to encourage and sustain program participation. They segment audiences so the right people get the right message at the right time, personalising the customer experience.

  • Creative content and asset development
  • Tailored communications campaigns
  • UX/UI design and web development
  • Omni-channel communications experts 

200+ MarCom Awards received in 10+ years

The MarCom Awards, a prestigious international competition for marketing, continuously recognises our internal creative team for its creativity and excellence in marketing and communication.

Personalised awards experience

Many loyalty programs use discounts on future purchases to create value to customers. ITA Group’s platform gives you access to the only integrated awards solution available today. Customers accrue benefits with your brand and redeem them for memorable experiences like travel, events, and sought-after gifts and merchandise (and even cash). The awards motivate new behaviours that discounts and digital communications alone can’t.

You’ll partner with ITA Group to carefully select the right combination of compelling customer experiences and awards.

  • Curated merchandise catalogue
  • Status awards and benefits
  • Charitable giving and donation options
  • Branded merchandise
  • Local experiences like spas, concerts, and other events
  • Individual and concierge travel services
  • Group incentive travel
  • Gift cards
  • Reloadable cash and pre-paid cards
  • Point-of-sale redemptions 

Data visualisation

An easy-to-navigate dashboard features real-time reporting and actionable analytics. We analyse specific audience segments and first- and zero-party data to recommend the right strategies to get the most from your customers and maximise engagement wherever they are in the customer journey.  

  • Self-service reporting for standard financial and program metrics
  • A/B testing and research
  • Data analysis and insights
  • Predictive modelling
  • Segmentation, goal setting and forecasting
  • Assessments and scorecards 

Influence customers to increase spend and purchase frequency