Beruflich Dokumente
Kultur Dokumente
Management
A Databased Approach
V. Kumar
Werner J. Reinartz
Instructors Presentation Slides
Chapter Nine
Effectiveness of Loyalty
Programs
Topics Discussed
LP Design Characteristics
The 7-Point Check List for Successful Loyalty Program Design and
Implementation
Drivers of LP Effectiveness
Demand side:
Attitudinal
Loyalty
LP Design
Characteristics
Customer Characteristics
Market Characteristics
Firm Characteristics
!Word-of-Mouth
*Share of Category Requirement
Demand side:
Behavioral
Loyalty
Supply side:
Cost of
Loyalty
Program
LP Benefits to
Organization
1.Commitment,
positive WOM!,
Community,
True Loyalty
2. Efficiency
Profits:
Greater SCR*
or retention
3. Effectiveness
Profits:
Better value
proposition
through learning
4. Value
Alignment
Reward structure
To know if an LP is effective:
From the firms perspective, is the LP design aligned with the desired
goal(s)?
LP Customer Characteristics
Market Characteristics
Market concentration (supply side)
Double jeopardy (Ehrenberg et al ): small market share brands suffer
because of two threats:
low share brands are purchased by fewer customers than high share brands
among those who buy the brand, they purchase it less often
1
Super loyalty
brands
0.8
0.6
0.4
0.2
Double
Jeopardy Line
0
0%
100%
Market Share
Source: Graham Dowling and Mark Uncles (1997), Do Customer Loyalty Programs Really Work? Sloan Management Review.
Summer 71-82.
Firm Characteristics
Perishability of a product
Hotel LPs: frequent users get upgrades to better rooms subject to
availability. Upgrades are only given when there is excess capacity that
night. The reward of an upgrade comes at very low marginal cost
Airline seats
Breadth and depth of the firm offering the product at the store/retail
level results in higher efficiency profits because:
A buyer is more likely to fulfill his needs
A buyer has more opportunity for one-stop shopping (attributed to more
time saving)
LPs with the goal of creating Efficiency Profits provide the smallest basis for
achieving competitive advantage
Aligned its LP offering closely with the specific members needs as opposed
to giving out general incentives e.g. Tescos Baby club
Loyalty programs as they exist today fall short in terms of creating attitudinal
loyalty
LPs that are most likely to provide sustainable competitive advantage are
those that leverage data obtained from consumers into more effective
marketing decisions and thus result in true value creation for customers.
Loyalty is likely to follow
Unique - points never expire and Starwood does not have black-out dates
(dates when customers cannot use their points )
Challenges
Collection of too much information on individual customer behavior without
knowing how to use it, exacerbated by customers concern about privacy invasion
Very little knowledge over a large portion of its customer base; while roughly 7
million Starwood customers are members of the loyalty program, 6 million are not
Knowing the extent to which customers will tolerate frequent offerings; while
maximizing its cross-selling and up-selling opportunities
Summary
and whether the LPs design is aligned with the desired firm goals
LPs that are designed to create Effectiveness Profits have the highest chance
of creating competitive advantage