Loyalty Rewards Card Program

A major retail food chain is offering its consumers an electronic gift card for purchase in various amounts. The cards are reusable and allow consumers to earn incentive coupons for using the card multiple times.

Customers purchase a reward card at their local franchise and are encouraged to register their card at the company’s website. Upon registration, customers are given the option to receive special promotion offers from the company. Following registration, card activity can be checked online or through an Interactive Voice Response (IVR).

Problems

• Customer confusion on how the program works.
• Lack of interaction between individual franchise owners and the client.

Objectives

• Alleviate customer concerns by providing support for the loyalty rewards program.
• Develop a channel of communication between store owners and the client.

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