Customer Loyalty Management

WE ARE FOCUSED ON GROWING AND RETAINING OUR EXISTING CUSTOMER BASE THROUGH HIGHLY CUSTOMISED INTERVENTIONS THAT SPEAK TO USERS AT EVERY STAGE OF THEIR LIFECYCLE.

As the Customer Loyalty Management department, we strive to deliver the optimal customer experience, while increasing engagement and, in turn, growing the bottom line.

CREATING GREAT CUSTOMER EXPERIENCES

HOW DO WE DO IT?

From product to promotions, we work to ensure an optimised user journey that is relevant and effective, while continuously staying ahead of the curve and delivering innovative solutions in an ever-changing environment. We bridge all critical customer experience points of failure, making sure our users travel through their lifecycle with minimal interruptions.

The Customer Loyalty Management department is intricately involved with new product roll-outs, ensuring we’re aligned with product roadmaps, while inserting these into our marketing plans. We fixate on ensuring a consistent user experience across products and platforms, taking new feature releases to market, gauging user interaction and optimising performance.

BUILDING RELEVANT MARKETING CAMPAIGNS

By working closely with our Technology (Development and Business Intelligence) departments, Brand Marketers and Regional Market Managers, we develop global strategies to grow revenues and increase user engagement across our brands. We do this through highly personalised marketing campaigns, targeted to customers at specific moments in the customer lifecycle.

As we are constantly looking for ways to improve customer engagement, we aim to create brand advocates in our customers by delivering unique value messages that are most relevant to each individual. We guide new users through their customer journey, from new acquisitions to becoming repeat customers via precision-managed retention strategies, including analysis and predictive modelling to reduce attrition and decrease churn. This is bolstered by upsell, cross-sell, conversion and reactivation campaigns to lapsed or inactive customers, as well as retention behavioural automation, life stage segmentation and bespoke value-triggered propositions.

DELIVERING MARKETING SOLUTIONS

We work closely with partners in Business Intelligence and Risk to develop analytical tools and processes in order to review lifecycle activity performance and ROI evaluation of interventions. We then tweak these through A/B and/or multivariate testing to optimise the campaign quality and performance.

As the Customer Loyalty Management department, we continually look to refine the performance of behavioural and value-triggered propositions, interrogating figures and reviewing trends to find areas of poor performance against benchmarks and highlighting cases of higher achievement. This business insight is input into the building of predictive models, which helps inform decisions and influence business solutions.

Our department also focuses on delivery of our marketing message – that our value proposition is concentrated in ways that are relevant, timeous, targeted and effective. We talk to our customers in real time and our strategies ensure that this message is clear and consistent across all marketing channels (Email, SMS, in-app, Telemarketing, Web).

Retention strategies are continually developed and redefined using research, live data and customer segmentation to produce cross-sell, up-sell and maintenance campaigns designed to deliver directly to the bottom line.

WHY CHOOSE DIGIOUTSOURCE?

At DigiOutsource, I have a hand in all sorts of campaigns and projects, from launching the newest games twice a month to trouble-shooting our latest JSON code implementation. In DigiOutsource, I’ve found an ambitious company that offers endless cross-skilling opportunities, where thinking on your feet and outside the box is the only way to stay ahead of the pack. It’s a fast-paced work environment but I love the challenge and it keeps me on my toes, always thinking bigger and better. Being surrounded by people with the same work ethic is just the icing on the cake!
With such a friendly and open working environment, plus various opportunities to learn and grow into different career paths, there is little reason to leave. When I started in 2008, it was as a customer service host. After 6 months I became a Marketer for the German team, creating online promotions and special deals. My next great opportunity was when I joined the global marketing team in the Customer Loyalty Management department. Here I get to service all regions, while getting the chance to work in various areas of the business within the marketing field. Cape Town sells itself and DigiOutsource has a great reputation, due to its exceptional working atmosphere and modern management style.
I joined DigiOutsource in May 2012 as a Customer Service Host. During my time here and in South Africa, I have had some fantastic experiences and developed tremendously thanks to the company and the opportunities offered. These have come in all shapes and sizes from looking after our VIPs, working with Betway VIPs, managing the Betway Sports Websites and now taking on another challenge with the launch and growth of Spin Palace Sports.