Consumer Loyalty Reward Card Program

To show appreciation to their customers, a major retail pharmacy is offering consumers a free membership card to promote customer loyalty.

Consumers show their membership card with every in-store purchase. Membership cards are scanned by a cashier and points are received based upon the items being purchased. The consumer obtains cash rewards (in the form of a coupon) for in-store items based on points value accrued on the membership card.

Problems with Existing Process

The client’s existing situation was configured with the vendor handling a portion of the calls and the client supporting a significant amount of overflow. The client felt their vendor was providing mediocre services with no defined Standard Operating Procedures and inconsistent service levels. As a result, customer satisfaction poles indicated that consumers were left with their questions unanswered and were often dissatisfied with the service.

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