At WNS, we view loyalty as a two-way engagement:
Loyalty that the customer demonstrates through hard behavior (spend) and soft behavior (propensity to spend or affinity with business demonstrated through direct / indirect constructive feedback)
Loyalty that the business demonstrates through hard behavior (timely / segmented / personalized offers, incentives or simply token of appreciation) and soft behavior (developing constant understanding and re-understanding of the customer, their preferences and propensities, responsible communication with customers, etc.)
WNS brings more than 10 years of specialized customer loyalty analytics experience, having successfully driven several targeted, multi-channel marketing campaigns for some of the top global brands. We have a robust campaign analytics practice which is built around our strong foundation in advanced analytics.
We steer campaigns end-to-end, right from development and execution to measurement and analysis to managing the end-customer experience.
A US hotel chain generates revenue of more than USD 30 Mn through campaign analytics
WNS helped client drive a targeted campaign based on a predictive ROI optimization model
A multinational hotel chain analyzes the revenue impact of social media reputation
The WNS model helped client gauge the impact on financial KPIs for percentage increase in online reputation