Customer Loyalty Program
A leading credit card company wanted to enhance their membership loyalty program by increasing participation rates among their five million customers. Since the competition was only offering promotional products, the client saw an opportunity to stand out in the industry by rewarding card holders with brand name and luxury merchandise that had a built-in, perceived value. They were looking for a strategic partner who would provide merchandise at a competitive price and could execute all aspects of the loyalty program on their behalf including an online rewards platform, customized communication and order fulfillment.
The Rymax Solution
Rymax proposed a points-based total solution strategy that included a variety of in-demand products across multiple categories, a printed rewards catalog, order fulfillment, and all back end support. Additionally, Rymax implemented a cross marketing program that conveyed a true understanding of the client’s business model. Rymax’s nationwide warehouses ensured all rewards were delivered quickly to all customers. Plus, a dedicated customer service team was put in place to assist customers with all rewards and redemption questions, ensuring they had a positive experience.
As the foundation of the program, the client utilizes Rymax’s MaxSite™ platform, a web-based solution for managing users, awarding points and communicating customized messages to members. MaxSite also serves as the secure online rewards redemption catalog and checkout platform, offering thousands of brand choices that are available 24/7. Due to Rymax’s strong manufacturer relationships, they were able to provide members with the most sought after consumer brands and products, while saving the credit card company money with a direct pricing model.
This strategic partnership is now a customer loyalty membership program that is universally recognized as the pinnacle in the industry, offering card members top-of-the-line rewards and outstanding customer service. Rymax’s comprehensive solution engaged card members to earn and accumulate points and spend them freely by motivating them to select the reward of their choosing. The new solution also allowed the client to save money by working with one centralized vendor for all rewards.
During the first year, program reward redemption increased by 87%. Rymax also increased overall program satisfaction by improving customer service levels for all program elements, with 98% of members rating the program “excellent” on a post-redemption survey. As a result of the success of the customer loyalty membership program, Rymax became the client’s provider for their VIP customer loyalty program as well.