Every client we have ever consulted for has a unique set of circumstances and requires a differentiated solution. The experience we have gained from such engagements has allowed us to develop packaged services that deliver fast and efficient guidance to seemingly complex situations. We can apply our advanced learning and subject matter understanding to quickly resolve knowledge gaps and minimise organisational hesitancy in taking the steps forward that help to identify the optimal approach to customer loyalty.

Designing a program that is customer-centric and is in unison with the brand must be the starting point. The design of a scheme will undoubtedly be the biggest contribution toward success or failure. At a high level, the design phase focuses on setting up the functionality of the program whilst ensuring there is direct linkage with the commercial business case. This can involve research, benchmarking, technology selection, customer focus groups, brand creation and many other significant tasks.

Some organizations refer to "a customer journey", as the most desirable customer outcome based on their optimum experience of their services or products. This could be true, but there are many other possibilities. The journey may address discreet product propositions that are a ‘light touch’ in respect of customer interaction or more complex ones such as personalized customer services. What is important is the identification of a win-win scenario that delivers mutual success.