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Our ServicesIf you design a website strategy around your average customer, you'll be just that... average. At Reid Smith & Associates, Inc. we build e-Loyalty programs that make a company's most valuable customers loyal. We use a proprietary e-loyalty research process to identify a company's most valuable customers. Focusing on MVC's is one of the most important aspects of our Seven-Step e-Loyalty Consulting Process shown below. |
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Seven Steps To Creating an e-Loyalty Program Step 1: Clearly establish e-loyalty goals and objectives Step 2: Identify who you want to be loyal and their value Step 3: Design a Web strategy to fulfill loyalty drivers Step 4: Formalize an e-loyalty customer program Step 5: Develop a stategy to create an intelligent dialogue with customers Step 6: Persuade customers to want a relationship Step 7: Develop feedback and measurement tools |
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We don't think our job ends with the completion of a great e-loyalty strategy. The success of the strategy is ultimately dependent on the viability of the implementation plan and a company's ability to drive that plan to completion. That's why we provide our clients with extensive implementation planning that includes our Nine Most Important Elements for implementing a successful e-loyalty Plan: |
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Elements of an e-Loyalty Implementation Plan 1. Fully Develop and Test e-Loyalty Concepts to Finalize e-Loyalty Strategy 2. Develop an Initial Business Case to Test ROI on e-Loyalty Concept 3. Create a Customer Contact Plan 4. Develop a Partnering Strategy 5. Determine Resources Required, Best Sources and Associated Costs 6. Finalize the Program Forcasts and Budget 7. Adopt an Exteded ROI to Justify and Defend a Budget 8. Develop a Plan for Measuring Success 9. Develop a Viable Timeline with Implementation Leaders |
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While our e-loyalty methodology is structured, but we're flexible enough to jump in at any point in your website process. Whether you're segmenting customers, tweaking an existing website or in the throws of dismantling a poorly executed reward program our customer loyalty experience will expedite your project and ensure you avoid costly mistakes. Here are the types of services we've recently provided our clients: |
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Type of Services We Provide * Conducted e-loyalty audit and identified why return rates were low * Designed a formalized customer loyalty program to increase sales * Calculated value of customer segments and appropriate reward budget * Conducted research to identify best loyalty program concept * Identified loyalty drivers for high-value customers * Created strategy for identifying high-value customers * Developed personalization strategy to increase web usage * Increased offline loyalty program usage via online program features * Created new customer-manufactuer relationship * Enhanced staff capabilities via seminars on e-loyalty * Developed a partnership marketing plan with sales/negotiation strategies * Wrote/conducted RFP to identify best vendors for loyalty program support * Completed audit and evaluation of competitors' e-loyalty initiatives * Determined the ROI on an Internet division's initiatives |