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CAPABILITIES WE POWER

Consumer Engagement & Loyalty

Build and sustain authentic relationships with your customers.
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How can you build brand loyalty and exceed customer expectations?

Mastercard’s Loyalty and Personalization Consulting practice drives transformative solutions to help you foster authentic, lasting customer relationships.

  • Deep expertise. We have strategists, operators, and technologists positioned across vertical markets, as well as data strategy and marketing technology to support your business needs.
  • Customer-focused approach. Our experts prioritize your customer, serving as trusted advisors to help you facilitate meaningful business transformations.
  • Unrivalled insights. Use consumer and behavioral data to get new insights, predict trends and improve customer lifetime value.

Consumer Engagement solutions

HOW WE HELP

We empower you to elevate customer relationships, leveraging expertise, technology and data. Together, we design and implement strategies that drive customer engagement and foster enduring loyalty.

FEATURED SOLUTIONS
How a regional department store optimized its loyalty program and increased active rate by 11%

A regional department store wanted to refresh, launch and optimize its co-brand loyalty program over two years to optimize the current co-brand portfolio and increase spend among existing members and acquisition of future cardholders. Mastercard Advisors’ five-step approach included:

  • Balanced customer and business needs to design program mechanics and member experiences.
  • Tested and refined details of program design through customer research and workshops with the C-suite
  • Modelled the financials to ensure program economics drove incremental profitability for the card program.
  • Managed the program relaunch process, partnering with cross-functional teams within the client and card issuer.
  • Program management support, including communications planning, offer testing strategy, and KPI reporting launch.

With the help of Mastercard Advisors, the department store optimized its loyalty program with an increase of 6.5% average order value (AOV) and 11% active rate among top-tier members in the first six months after the program relaunch.

Customer story

Our team of Consumer Engagement & Loyalty consulting experts.

Joshua Feng at Mastercard
Joshua Feng Vice president, Customer Engagement & Loyalty
Vish Mukherjee
Vish Mukherjee Vice president, Loyalty & Personalization

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