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Providing Competitive Intelligence & Benchmarking Your Loyalty Loyalty Programme Copyright © by Loyalty Matrix Sdn. Bhd.
Providing Competitive Intelligence & Benchmarking Your
LoyaltyLoyalty Programme
Copyright © by Loyalty Matrix Sdn. Bhd.
According to Bain only 22 percent of the world’s major firms achieved growth of 5 percent a year
over a ten-year period from 1994 to 2004
Flow Line Flow Line
1. The Need for Loyalty
Programme Benchmarking
3. Key Benefits of LM Index
2. What is LM Index?
4. How Does it Work?
5. Investment Options
The Need For Loyalty The Need For Loyalty ProgrammeProgramme
BenchmarkingBenchmarking
Get Intelligence on
Competitive
Loyalty
Programmes
Advance informationon competitive activity
Ability to plan rear guard action quickly
The Need For Loyalty The Need For Loyalty ProgrammeProgramme
BenchmarkingBenchmarking
Adopt
Global Best
Practices
Ability to constantlyBenchmark with the
‘best’ in category
Eliminates the needto ‘re-invent the wheel’
Ability to introducenew services
The Need For Loyalty The Need For Loyalty ProgrammeProgramme
BenchmarkingBenchmarking
Identify
Strengths &
Weakness
of Your Loyalty
Programmes
Ability to identifyweakness of programme
structure
Ability to build a bankof ‘benefits’
What is LM Index What is LM Index
LM Index of Credit Card Loyalty Programes
5.07
7.8
4.9
6.4
5.01 4.8
6.2
0
1
2
3
4
5
6
7
8
9
Citibank
Rewards
Program
Maybank
Treats Point
Rewards
RHB
Rewards
Programme
Hong Leong
Rewards
Programme
OCBC
Rewards
Programme
AmBonus
Rewards
Programme
Sphere
Rewards
An Online Index that evaluates the strength of
loyalty programmes
An example
What is LM Index What is LM Index
A Neutral Online report that highlights the
status of loyalty programmes
112
62
97
39
106
145
68
68
170
0 20 40 60 80 100 120 140 160 180
Citibank Rewards
Maybank Treats Point Rewards
RHB Rewards
Hong Leong Rewards
OCBC Rewards
AmBonus Rewards
HSBC Rewards
UOB UNIRinggit Rewards
Sphere Rewards
Total # of Brand Partnerships
What is LM Index What is LM Index
Evaluates different parameters of loyalty programmes
An example
0.70%
0.63%
0.35%
0.54%
0.58%
0.74%
0.55%
0.25%
0.73%
0.00% 0.10% 0.20% 0.30% 0.40% 0.50% 0.60% 0.70% 0.80%
Citibank Rewards
Maybank Treats Point Rewards
RHB Rewards
Hong Leong Rewards
OCBC Rewards
AmBonus Rewards
HSBC Rewards
UOB UNIRinggit Rewards
Sphere Rewards
Awards Payback
What is LM Index What is LM Index
Shows strengths and weaknesses of loyalty programmes
An example
What is LM Index What is LM Index
Tracks Competitive Offers & Communication
Key Benefits of LM Index Key Benefits of LM Index
1. Measures
True Loyalty
2. Assists in
Taking Timely
Actions
3. Gain
Competitive
Advantage
4. Provides
Improvisation
Tips on
Loyalty
Programmes
How Does LM Index WorkHow Does LM Index Work
◘ 1st Step – Scoping
� Assess the parameters of loyalty programme
◘ 2nd Step – Conducting Study
� Use online/offline research methodology
◘ 3rd Step – Creating LM Index
� An online index is created to benchmark company’s loyalty performance against peers
CustomisedCustomised Investment OptionsInvestment Options
Adhoc Basis Annual Subscription
BasisOR
