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CAPABILITIES WE POWER

Consumer Engagement & Loyalty

Build and sustain authentic relationships with your customers.

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How can you build brand loyalty and exceed customer expectations?

Mastercard’s Loyalty and Personalisation Consulting practice drives transformative solutions to help you foster authentic, lasting customer relationships.

  • Deep expertise. We have strategists, operators and technologists positioned across vertical markets, as well as data strategy and marketing technology to support your business needs.
  • Customer-focused approach. Our experts prioritise your customer, serving as trusted advisors to help you to facilitate meaningful business transformations.
  • Unrivalled insights. Use consumer and behavioural data to get new insights, predict trends and improve customer lifetime value.
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HOW WE HELP

We empower you to elevate customer relationships, leveraging expertise, technology and data. Together, we design and implement strategies that drive customer engagement and foster enduring loyalty.

Loyalty redefined

We craft exceptional experiences, cultivate customer relationships and drive value with tailored loyalty programmes.

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Strategic personalisation

We help you to achieve genuine 1:1 customer engagement through continuous investment in, technology and data.

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End-to-end lifecycle management

We assist you in navigating every phase of customer relationships, seizing opportunities to strengthen and ensure enduring engagement across the lifecycle.

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FEATURED SOLUTIONS
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Loyalty programme assesment

Optimise your customer relationships by assessing and enhancing performance across key criteria.

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Loyalty strategy & design

Elevate your global impact with meticulously designed solutions that meet customer needs, honour your brand, deliver results and foster ongoing dialogue. We ensure end-to-end execution and success across operations, communications, technology, data and reporting.

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Lifecycle management

Drive customer base growth with our proactive lifecycle management, strategically attracting and maximising lifetime value comprehensive analytics and expertise for continual optimisation based on customer behaviour insights.

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Client experience (CX) and communications

Enhance and optimise your customer experience by assessing engagement journeys and communications, resulting in long-term loyalty with tailored pathways.

Customer story

How a regional department store optimised its loyalty programme and increased active rate by 11%

A regional department store wanted to refresh, launch and optimise its co-brand loyalty programme over two years to optimise the current co-brand portfolio and increase spend among existing members and acquisition of future cardholders. Mastercard Advisors’ five-step approach included:

  • Balanced customer and business needs to design programme mechanics and member experiences.
  • Tested and refined details of programme design through customer research and workshops with the C-suite
  • Modelled the financials to ensure programme economics drove incremental profitability for the card programme.
  • Managed the programme relaunch process, partnering with cross-functional teams within the client and card issuer.
  • Programme management support, including communications planning, offer testing strategy and KPI reporting launch.

With the help of Mastercard Advisors, the department store optimised its loyalty programme with an increase of 6.5% average order value (AOV) and 11% active rate among top-tier members in the first six months after the programme relaunch.

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Our team of Consumer Engagement and Loyalty consulting experts.

Joshua Feng

Vice president, Customer Engagement & Loyalty

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Joshua Feng

Vice president, Customer Engagement & Loyalty

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Interested?

Connect with our team to explore how Mastercard consumer engagement 
and loyalty consultants can build and optimise your customer base.

Request information