Program Objective
A major tool manufacturer wanted to encourage their existing customers to purchase directly from the corporate web store rather than calling-in orders to a customer service call center. The objective was to convert customers from habitual use of the call center for large and small orders to habitual use of the web store.
Execution
We set up a custom web store for online redemption of points. Each month, the client provided us with a list of users and points accrued during the month. We automated the process of importing these points' updates, adding new users as needed, and communicating point's changes to users in an email instructing them as to how to redeem points and how to earn more points.
Results/Success
Our client saw a greater increase in their web store orders in the test market where our incentive program was set up vs. the cities where a merchandise credit was used over the same period. Their customers found value in the product selection - the products redeemed included TV's, kayak and even an ATV.