Loyalty Innovation
Shaping deeper relationships
Traditional loyalty is transactional. Most brands miss the opportunity to make an emotional connection with their consumers.
Some membership programs have moved beyond points and rewards into experiences—but we don't think that's enough. We need to make a deeper connection—to build a relationship, and make consumers feel like members of our community. By bringing people deeper into the brand's ecosystem, we can ensure interactions with the brand's loyalty program will amplify a person's love for the brand—giving them unexpected value at every turn.
At Zeus Jones, we've guided this transformation for brands like Nike, Apple and Nordstrom. We believe loyalty can deepen and amplify the core brand promise.
How it works
Vision
Setting the course
We'll audit your current program to understand what your brand needs and what's working with your current loyalty program. Then we use your purpose to align on what kind of membership program will drive deeper engagement.
Output
Loyalty Value Proposition
Ecosystem Strategy
Experience Principles
Consumer Learning
Action
Designing Key Moments
Don't follow a rigid operations process. Instead, design key moments for people to intersect. Let's meet consumers where they are and provide real value—even in single interactions.
Output
Experience Roadmap
Marker Moments
Touchpoint Design
Engagement
Implementation + Optimization
We'll implement your program across your company, weaving a deeper emotional connection across all of your current offerings. We'll track what's working, finesse your offerings roadmap, and ensure your loyalty program is bringing people deeper into the brand.
Output
Operations + Implementation
Loyalty Field Guide
Program Management
Here's the change you'll see.
A deeper value placed on emotional connection.
From
Shoppers
Promotion Driven
Save Consumers Money
Linear Journeys
Rigid Playbooks
Add On
To
Members
Emotion Driven
Make Consumers Better
Marker Moments
Fluid Principles
Always On
We launched a major apparel company's first membership program. We helped redefine and reposition the digital tracking service.
We defined the principles of a large technology company's world-class care experience. Moving from a reactive "support" program to a service that brings people even deeper into the brand.
We helped a prominent retailer create a higher-end experiential layer of rewards to extend beyond the simple “earn and burn” model, and developed an entry layer for Rewards that allowed younger consumers to participate.
We used our loyalty principles to launch a DTC brand that helped change people's relationship with food. We designed experiences around education, community support, coaching, and food delivery to keep members coming back.
Ready to build a loyalty program that reflects your brand's purpose?
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