Loyalty Program Training Agenda

Face2Face Loyalty Tech
Loyalty Program Training Agenda

Background:
You can find Loyalty programs everywhere these days. From major airlines like Jet Airways,
Etihad to local dry cleaners, it seems like wherever we go a company is offering us the
option of joining their rewards or loyalty club program. Various software are in place to
support such loyalty program across various industries.
By the end of this training the participants will
- Acquire knowledge related to Loyalty program as a domain in software industry

- Learn about the Rewards
- Insight to the software and its functionality
Target Audience: New Joiners, Fresh Graduates and experienced professional from software
industry who want to pursue career in Loyalty Domain
Sr. No Topics Speaker Time

1 Overview of Loyalty Program Mr. A. Gupta 09:00 to 10:00 h
2 Loyalty Framework Ms. J. Kamra 10:15 to 11:30 h
3 Introduction to Loyalty Software Ms. M. Mehra 12:00 to 13:30 h
4 Loyalty features and functionality Mr. R. Jha 13:45 to 15:00 h
5 Loyalty Program management Mr. S. Kumar 15:15 to 17:00 h
and SDLC cycle
6 Feedback and Review 17:00 to 17:15 h

A-Sector, Shahpura,
Bhopal 462024
What Is a Loyalty Program?
To my surprise, a good definition of loyalty program (LP) is hard to find. Considering the
amount of focus and resources directed towards loyalty programs in modern business, one
would think better definitions would be available. Below are the three best definitions I
found, and ironically, none of them were from a “customer service” site:
 “Loyalty programs are structured marketing efforts that reward, and therefore
encourage, loyal buying behavior — behavior which is potentially beneficial to the
firm.” “A rewards program offered by a company to customers who frequently make
purchases.”
 “A customer loyalty program is a structured and long-term marketing effort which
provides incentives to repeat customers who demonstrate loyal buying behavior.”
 Since the existing definitions are so weak and since I cannot very well have a post
entitled “What Is a Loyalty Program” without defining the term, I decided to take a
stab at creating a more comprehensive definition myself.
New definition of loyalty program:
A loyalty program is a system of structured rewards given to customers, usually in exchange

for desired behaviors, with the goals of increasing customer loyalty and collecting customer
data. Loyalty programs use the psychological principles of reciprocity, commitment and loss
aversion to increase the likelihood of customer loyalty.
Loyalty Programs Today
Many readers might remember S&H Green Stamps as the primary rewards program of the
pre-Internet era. I vividly remember getting those ever-familiar green stamps from the
grocery store as a child and filling up those ridiculous books to get, well… stuff. However,
though a rewards program, the S&H program was not truly an LP, since it stretched across
retailers and was not exclusive to any one store or brand.
Modern loyalty programs are generally tied to specific brands, such as Starbucks Rewards, or
groups of related brands such as Hilton Honors. As can be seen in the chart below, the
prevalence of loyalty programs also varies greatly by industry.
Some of the most common rewards in modern loyalty programs are:
 Points that can be redeemed for products and services from the company
 Points that can be redeemed for products and services from third parties
 Cash back rewards that are accumulated and paid at regular intervals, often annually
 Other rewards for being a member, e.g. member-only sales, first notice of new
products, extra discounts
 Tiered benefits at different levels of the program

A-Sector, Shahpura,
Bhopal 462024
Despite some major commonalities, the list of reward types and program structures
seems almost limitless in its variety. Accordingly, the efficacy of loyalty programs is
inconsistent and leads to some interesting data.

A-Sector, Shahpura,
Bhopal 462024
7 Powerful Customer Loyalty Programs
Turning customers into brand loyalists isn’t always easy.
You need a scalable strategy for incentivizing customers to buy from you again and again…
And that’s where customer loyalty programs come in.
With the right initiative, you can turn one-time buyers into repeat customers, and keep your
brand top of mind.
In this post, I’ll show you how top e-commerce companies are using different types of loyalty
programs to drive more sales, improve customer retention, and build stronger relationships
with customers.
1. The Point Program
2. The Paid Program
3. The Charity Program
4. The Tier Program
5. The Partner Program
6. The Community Program
7. The Subscription Program

A-Sector, Shahpura,
Bhopal 462024

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