Consumer engagement in a digital era

Today's consumers, especially Millennials and Generation Z, are hyperconnected and tech-savvy, less receptive to the media and less loyal to brands than previous generations. In order to properly engage users, companies must create emotional bonds with their customers by building long-lasting and trusting relationships with them. Not only do these methods build brand equity, customer value and retention, but it ultimately results in recurring revenues.
Consumer engagement in a digital era

Challenges

The obstacles to be overcome by companies to speed up business dynamics and compete on the market.


Omnichannel Engagement

Customer engagement – part of the customer experience – is a fundamental element of developing customer value. Engagement is effective if it is integrated and consistent across all of a brand’s touchpoints.

Show me you know me

Customization makes engagement effective and brands meaningful to users. The transparent use of data and compliance with GDPR regulations are the basis of every customization strategy.

Engagement by design

By combining experience design and gamified interactions, organizations can interact with their consumers on a daily basis and keep them engaged.

Data driven engagement

Successful loyalty and engagement programs use a data-driven engagement logic: advanced analytics identify behavioral clusters which start personalized dialogues with individual customers (which can measure returns).

Delight & Surprise

Engagement contests, whether they’re physical rewards, experiences or digital vouchers, must amaze and attract various consumer segments. A structured and organic approach allows for effective content management and continuous updates.

Time to market

Accelerating the time to market keeps initiatives flexible and scalable: the launch of a new loyalty rewards program must be equipped with the latest and greatest technology out there and be easily integrated with the technology that is already available to the company.

Proximity engagement

Companies have a real advantage when they get to know their consumers. They gain greater insight into their habits and allows for contextualized engagement actions to be targeted (triggered proposition), which in turns makes way for a “savvier” customer journey.

Preliminary Assessment


  • Business Objectives

  • Data Assessment

  • Technology Assessment

  • Organizational assessment

  • Legal Assessment


Loyalty & Engagement Scheme


  • User Personas Generation

  • Loyalty Scheme & Mechanics

  • Rewards System

  • Business Case


Rewards & Delights


  • Physical Rewards

  • Experiential Delights

  • Omnichannel Voucher

  • Partners Management


Digital Asset & Gamification


  • Concept & Branding

  • Gamification

  • Apps & Websites

  • Challenges & Competition

  • Initiatives Calendar


Interaction Plan & Contact Policy


  • Interaction Calendar

  • Contact Policy

  • Digital Assets

  • Journey Building

  • Campaign Execution


Analytics & Attribution


  • Advanced segmentation

  • Propensity models (next best engagement)

  • Impact estimation

  • Engagement Attribution Models

  • Reporting


Technology Readiness


  • Technology Assessment

  • Architecture Design

  • Proprietary Jakala Engagement Cloud configuration

  • System Integration

  • Maintenance


Loyalty Outsourcing & Management


  • Program Management

  • Partners Management

  • Legal Management

  • Customer Care Management

  • Analytics Management

  • Campaign Management