en

CLIENT SUCCESS STORY

Co-building the Vision for an Innovative & Engaged Loyalty Platform

Our work for a Major Retailer for Home Improvement & Gardening Equipment

Trigger

  • Home-improvement retailer group with a strong foothold in Europe and amongst the largest DIY market players in the world.
  • A renewed ambition to help everyone live in a positive home had them envisioning the creation of a loyalty platform to better serve their customers, creating a common rewarding program between all their brands.
  • Request to help build the loyalty mechanisms in a multi-brand environment with a “driving sustainability” lens.
Visual from a co-creation workshop titled "Workshop 1 – Program Challenges". It shows the objectives (define and prioritize the challenges of a new loyalty program) and the methodology (Design Thinking ideation). At the bottom, a summary highlights that 113 ideas were generated and grouped into 18 clusters, including 7 priority clusters reflecting the main challenges. On the right, colorful boards display sticky notes organized by stakeholder group: residents, partners, and Business Units.

Action

SHORT AUDIT

Understanding the context, needs and objectives of the future platform as well as onboarding of all stakeholders.
ANIMATION OF 2 HALF-DAY WORKSHOPS

Loyalty programs and their mechanisms in a multi-brand environment with a “driving sustainability” lens. The workshops were held remotely and the agenda was divided in 3 parts: challenging the stakes of the program & benchmarking innovative loyalty mechanisms, leveraging data and 2nd party data partnerships via Clean Rooms, and summary for top management.

Sharing session of best-in-class practices in consumer loyalty with CSR stakes and presentation of use cases around loyalty programs fed by data collaboration (leveraging 1st and 2nd party data).
RESTITUTION

Restitution of the workshops and senior executive presentation summarizing the stakes, mechanics, and our recommendations for successful deployment.

Deliverable

  • Design of a “BIG IDEA” and frame of the program co-designed by the teams and Numberly during the workshops.
  • Educational and inspiring presentation for group top management on Clean Rooms enabled opportunities.
Alt text for the visual: Diagram showing the three levels of data collaboration. Level 1: Cleanroom, in yellow. Reach equals second party audiences from partners. This level enables privacy-safe partnerships, the scaling of second party data, monetization, and retail media opportunities. Level 2: Meta-program, in green. Reach equals opt-ins from program partners. This level is interoperable across group and external brands, with a focus on customer relationships and service. It includes loyalty mechanisms such as the Green booster. Level 3: Customer Data Platform Group, in blue. Reach equals all opt-ins from group brand programs. It consolidates databases from brands, retailers, services, and manufacturers. It enables reconciliation of personal and non-personal data, as well as data onboarding.

Numberly team

Picture of Nicolas Filatieff
Nicolas Filatieff

Managing Director
Picture of Grégoire Bothorel
Grégoire Bothorel

Marketing Research & Upskilling Director
Picture of Thibaut Munier
Thibaut Munier

Co-Founder & Co-CEO

This could be of interest to you: