Phil Keiken
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TRANSFORMING A RETAIL GIANT'S REWARD PROGRAM
A multi-billion dollar office supply giant offering innovative office products, services and solutions to the global workplace.
The company is a leading provider of integrating products, solutions and services for the workplace, whether for business or at home. Their mission is simple, they provide workplace innovation to enable customers to work better. Their customers are served by 29,000 associates and more than 900 stores in the U.S. and Mexico.
Following an evaluation of their reward program and associated web presence it was determined the web site required an enhanced experience. The company established an initiative to redesign the Reward Program web site to better serve their users and expand the capabilities to manage rewards online.
01. RECOMMENDATION
1. Define 'as-is' and 'to-be' customer journeys to improve customer interaction
2. Redesign a robust reward management solution with a unified feature and visual system
3. Establish an extension of the 'parent' .com to a Rewards Micro-Site
4. Create a web site that effectively extends the brand and provides a seamless web experience
02. Results
1. Provided a customer 'snapshot' summary of the user's rewards and purchase history
2. Established a seamless customer experience across the .com and rewards web site
3. Improved cross-sell opportunities through an integrated .com and product-focused solution