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Following is a small selection of the assignments which Polaris Partners’ Directors have worked on

Major UK Retailer

Summary

Review all providers of rewards programme platforms and associated functionality in the UK to support the client in making strategic investment decisions

Details
Challenge
  • Define and research in detail the entire provider population for rewards engines, back office, fulfilment and tracking, together with the functionality each offers
What we did
  • Based on worldwide Polaris experience, developed a highly detailed list of potential functionalities
  • Researched providers to establish who currently are offering services in the UK
  • Interviewed each provider to establish their capabilities against the functionality check list
  • Integrated their responses into a master list of who does what and how
Results
  • Client enabled to make major decision on how best to support its rewards programme

Leading UK Loyalty Programme

Summary

Create new redemption categories for a market-leading coalition rewards programme, in order to encourage points redemption

Details
Challenge
  • Build a completely new range of award options, including partner recruitment and training
What we did
  • Developed and implemented a new portfolio of rewards that were highly desirable, national in scope and matching the demographic profile of key coalition partners and collectors
  • Established a new UK-wide network of reward providers to support the programme, aligned geographically with coalition partner distribution patterns
  • Developed and designed a customer journey to maximise ease of booking and redemption
  • Delivered project in June 2013 that was received enthusiastically by client and collectors alike
Results
  • Programme performance such that client has commenced on next stage of the project: currently working on delivering this second phase

British Gas

Summary

Developed a series of leisure-oriented customer relationship programmes for British Gas

Details
Challenge
  • Create a positive consumer experience to drive Net Promoter Score and reduce churn (in face of negative consumer experiences)
  • Build substantial, highly visible programmes supporting BG’s six year sponsorship of British Swimming
  • “Own the sport” from Paddling Pool to Podium
What we did
  • Created series of annual national swimming events (2009 – present) for customers and employees, supported by innovative series of partnerships with pool operators
  • Created the British Gas Business Energy Audit, to cut the energy bills of pool operators (important BG customers) by at least 10%
 Results
  • NPS for customers aware of the campaign were 10 points higher than those unaware and their brand commitment grew 15%. Significantly in year one, NPS was highest of any energy supplier, up from 3rd place
  • Over 1 million free swims given to customers and employees: 65% subsequently more positive about BG
  • The Swim Britain event will involve 5,000 BG employees and over 12,000 consumer participants annually
 Awards
  • Hollis Sports Sponsorship Awards – Winner 2010, Shortlisted 2013

Royal Bank of Scotland

Summary

Built and delivered a ground-breaking rewards programme

Details
Challenge
  • Create a completely new loyalty product for a highly profitable customer segment. Crucially, it had to be innovative, feature-rich, client-controllable, clearly more rewarding than the existing programme, and significantly cheaper to run
What we did
  • Created the customer proposition
  • Undertook extensive financial modelling to support the business case
  • Negotiated ground-breaking new partnership contracts
  • Worked with bank specialists to identify platform vendors, and implement the project in a six month window from first meetings to launch
Results
  • Over-achieved against retention targets and profitability KPIs
  • First loyalty programme to include a low cost carrier and offer any flight available with no black out periods
  • Delivered £ multi-million annual savings
  • Following successful launch, rolled out programme to all banks within group