Our Work

Building Customer Equity!

Businesses face the challenge of volatile and dynamic markets. Ever-expanding communication channels, new and improved sales channels and informed and constantly evolving customers—all make it difficult to keep track of customer needs, let alone fulfilling them.

But if you are not basing your marketing strategy on customer equity, you are missing out on a big part of the equation. This is where Strategic Caravan comes in. We work with you to create customer value through a relentless focus on customer-centric initiatives. We assist organisations through customer-focused strategy design, deep segmentation and customer performance measurement metrics, ensuring a profitable return on customer relationship.

Fortune 500 Indian Company

Enterprise Loyalty Solution & Strategy Roadmap

Challenge

How do you create a unified customer-one-view for a mammoth organization with multiple Business Units and a maze of customer touch points?

Project Focus Areas

Design of Program structure, Financial and Organizational structure
Development of Value proposition
Creation of Customer One View roadmap
Implementation plan
Strategy and roadmap to leverage Customer asset across 3 Business divisions
Program strategy
Insights Roadmap

Global Fortune 100 retail B2B

Loyalty program construct design for members + business analytics

Challenge

How do you assess the buying behavior and build relationships with your B2B customers? How do you segment them? How do you evolve a rewarding strategy and an optimized beat plan for the Sales executives?

Project Focus Areas

Development of value proposition, program positioning & branding
NPS and member satisfaction measurement and improvement
Campaign solutions – communication calendar, initiatives such as cross sell, upsell specific to the category and the segments
3D segmentation model basis share of wallet, size of wallet, consistency
Behaviour reward triggers to change overall desired behavior
Analytics – Effective beat management, category analysis, churn model, profitability drivers analysis
Program model scenarios aligned to business strategy

Global Money Transfer leader

Member valuation for the loyalty program

Challenge

How do you build continual emotional involvement in a financial transaction? How do you segment customers? And how do you define the parameters for segmenting them?

Project Focus Areas

Quantification of the incremental customer value being driven by loyalty program members
Data analytics to eliminate sample selection bias and thus evaluating pre-post membership behaviour for like-to-like member – non member segments
Supplementing existing program measurement approaches with a more rigorous methodology
Quantification of the impact of ‘nurturing’ member relationships through the effect of longitudinal communications

Consumer durables company in the health space

Influencer Advocacy Program

Challenge

How do you influence the influencer? How do you build and nurture relationships with influencers and transform them into a brand advocate?

Project Focus Areas

Building a long term relationship with the key health ambassadors
Program concept design, management, liasioning with creative partner and field partner

Project

Sales team engagement program through Mobile App

Technology based solution design aimed at the sales channel to engage with the sales team, motivate it, leverage real time information and measure employee satisfaction

Leading QSR chain

Customer Strategy for Home Delivery Business

Challenge

Your customer does not visit your premises. He enjoys your products. But how do you build a relationship using the delivery point?

Project Focus Areas

Development of parameters & solutions design to identify/profile customers
Segmentation of the customer base
Customer analytics to identify customer behavior pre and post the campaign
Campaign management solution with the customer profile and transaction data provided
Defining customer-based metrics for measurement, ongoing reporting on the metrics

Middle-East based fintech platform that enables seamless and complete digital banking

Design a customer loyalty program integrating the larger purpose of contributing to the community and promoting self-sustaining social development

Challenge

As a tech platform the emotional aspects tend to be very low. And you want to build a strong relationship with your customers. In addition you want to strengthen the habit of sharing and giving. How can you do all this within the scope of a loyalty program?

Project Focus Areas

Design the loyalty program keeping in mind fintech offering, competitive forces, and key differentiators. Complete program design with the philosophy of social good at the core and value proposition of “Do good, give for good and reap the good”
Establish business rules for currency accrual, recognition, benefits, and privileges with personalized rewards catalogues
Undertake research to understand society and culture of target segments, including a study of Islamic banking and Shariah-compliant practices
Complete high-level process maps for programme implementation
Identify potential technology partners

Multinational Financial Services entity

Determining drivers for customer selection of augmented credit and debit cards to India’s largest banks

Challenge

How does a technology company delivering tech-augmented cards understand the voice of its customers? And the VOCC?- Voice of the customers’ customers? And then design the card offerings?

Project Focus Areas

Identify potential lines of persuasion through detailed desk research for credit and debit card customers among various consumer segments
Implement qualitative research across multiple geographies and consumer segments to enrich, validate and debunk findings from desk research for bank customers
Validate qualitative findings through quantitative digital research to identify most valued features in new cards and key drivers of persuasion by consumer segment
Help client leverage findings into a persuasive sales pitch for banks

Ecommerce Marketplace

Loyalty Design Workshop for one of the biggest Ecommerce Marketplace in the country

Challenge

Scenario options for: 1. Loyalty Models 2. Program Design Key Principles 3. Partnerships

Country’s largest hair treatment (keratin) distributor

Design a loyalty program for various stakeholders leading to increase in revenue and brand stickiness

Project Focus Areas

Design the loyalty program
Customer behavior analysis and program strategy
Program structure and business rules
Technology partner selection

Football Team Fan Club at ISL

Design a Fan Club to harness and leverage the passion for football

Challenge

Design the Fan Club program

Project Focus Areas

Consumer expectation analysis and program strategy
Technology partner selection
Program structure and activity calendar

India’s Largest Philanthropic Trust

Strategy Design for impact measurement at household level

Project Focus Areas

Application of customer marketing techniques to developmental sector
Data architecture design enabling creation of IT infrastructure that can be scaled up across all the regions
Solution enabling monitoring at individual and household level which is currently at project level and geographical level

Project Focus Areas

Application of customer marketing techniques to developmental sector
Data architecture design enabling creation of IT infrastructure that can be scaled up across all the regions
Solution enabling monitoring at individual and household level which is currently at project level and geographical level