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Rewarding Customers |
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Rewarding Employees |
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Rewarding Channels |
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Get your customers to spend more, remain your customer longer and recommend your business to family and friends. We design, build and operate large and small customer loyalty programmes that measurably drive your bottom line. |
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Happy employees = healthy bottom line. We help companies get more out of their relationships with their employees. Whether it's improved sales, productivity or compliance you're looking for, we design and deliver targeted incentives and recognition programmes to deliver results. Your employees are your brand. |
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Grow your share of your reseller's business. If you sell your product through a third party we can help you increase both sales and margin. Your channel may be dealers, agents, resellers or brokers. They may not even be in Australia, if you're an exporter. We've worked with them all and understand their complexity. |
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Programme strategy >>Programme strategy
The only job of a customer loyalty programme is to deliver more money to your bottom line. We use your current customer data (whatever form it's in) to predict your increased financial returns from a loyalty strategy and then design the best programme to deliver the optimal return. The same disciplines apply to designing employee recognition or channel programmes. Why guess when you can know? |
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Programme health check >> Programme health check
If you already have a loyalty programme, is it delivering the kind of business results you think it should? Our Loyalty Health Check is a comprehensive diagnostic tool. It's the resulting best practice learned over many years of operating industrial strength loyalty programmes. We can determine if you're making enough profit out of the programme and help you find ways to fix it if you're not. |
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Data analytics >> Data analytics
The customer is in the data. Our analytical tools and teams deliver data driven customer acquisition and retention programmes. We're a SAS partner and have some of the best customer brains in the Asia Pacific region on our team. We can predict the best way forward and provide analysis and recommendations based on a raft of local and global customer data experience. |
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Programme Innovation >> Programme Innovation
Our fundamental belief is that engagement is key to strong loyalty. We not only believe it, we've developed a world class loyalty roadmap that we offer to clients as part of our service. We'll provide a range of engagement drivers to integrate into your programme aimed at differentiating you from your competitors and keeping your customers engaged with you. |
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Loyalty engine >> Loyalty engine
Our Loyalty solutions deliver a comprehensive suite of features and functionality for the front and back office including all elements of member redemption from catalogue management to order processing and reporting. We've continuously developed our assets over 20 years with numerous clients including banks, airlines, hotels and retail industries. CMW is continuously innovating to ensure that the functionality and features remain at the forefront of the loyalty industry. |
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IT >> IT
We design, develop and manage proprietary and partner technologies. We're technology agnostic and focus on delivering the most effective systems for our clients, whether it's commercial platforms or Open Source. We configure our core applications swiftly and cost effectively. We work with data from a plethora of client applications from the large ERPs (SAP, Oracle) through to small internal bespoke systems and almost everything in between. |
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Hosting and security >> Hosting and security
We host data and applications at our offices and in our shared and dedicated environments. We have industrial strength intrusion detection and auditing processes. We have solid Disaster Recovery assets and backup processes. Our Application Support function operates tirelessly to ensure it remains safe, fast and effective. |
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Management reporting >> Management reporting
All the key areas of loyalty reporting come in our standard suite. This includes details of points earned and redemptions by type, supplier, channel (contact centre, web, IVR) or promotion. |
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Merchandise >> Merchandise
Your customers can convert their points into merchandise. We buy and supply trophy rewards and everyday utilities from Apple iPods through to Panasonic flat panel TVs , Sony PlayStations, CDs, DVDs, tennis racquets and Breville toasters. We have over 500 major suppliers and in many cases our significant buying volumes mean we're their largest commercial customer. |
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Gift cards and vouchers >> Gift cards and vouchers
We're able to provide a large number of gift cards across almost every retailer across Australia; however we understand the importance of making relevant offers and therefore ensure that every programme is unique and is tailored to the behaviours and customer base of your programme.
With a very large buying power and as the only loyalty agency member of NARTA we're ideally placed to source the right range of gift cards for you. |
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Travel >> Travel
We have many years of experience delivering direct travel rewards to banks and other clients and have current direct travel programmes running in Australia, New Zealand, UK, Canada and USA. With varying delivery models, we can deploy a full service travel loyalty offering (a comprehensive online portal that provides an extensive choice of airlines, hotels, car hire and land content) and also a less sophisticated in-store, phone and gift card model. |
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Experiences >> Experiences
Your programme members could drive a race car, fly a plane, do an extreme bungy jump or have a relaxed hot air balloon ride. We have an array of experiences on offer. |
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International >> International
Programmes without borders. We have colleagues in offices all around the world doing exactly what we do. If you have customers, channel partners or employees offshore, our network can source and deliver rewards, communications and incentives in their markets while you manage the programme from here. We have all of Australia's major trading partners covered. |
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Music downloads >> Music downloads
Music from all four major record labels is available for download directly through your programme in single track or album formats. |
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Charities >> Charities
If your organisation has a specific charity it supports (or even if it doesn't) your programme members can transfer points to the charity of their choice. |
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Deals >> Deals
Programme members can redeem for deeply discounted, limited time and limited volumes of merchandise. |
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Green >> Green
From worm farms, to solar chargers and cleaning products we have a range of certified green, sustainable and eco-conscious rewards. |
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Sweepstake draws >> Sweepstake draws
Programme members can enter sweepstake draws and/or use their points as entries into sweepstake draws. We have technology to ensure entries are recorded correctly and winners are fairly drawn. |
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Contact centres >> Contact centres
We operate both high touch (complex conversations or unstructured calls) and high volume (programme queries and rewards redemptions) contact centres for our clients' programmes. Our contact centres can be delivered in dedicated or shared formats. We also operate real time webservices that enable your own contact centre to service loyalty programme calls. |
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Email >> Email
We design, deliver and manage email points statements and campaigns. |
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Web >> Web
We deliver and host websites that integrate securely with your own (so secure that we integrate to online banking sites) and look, feel and behave exactly as yours does. Programme members have a seamless experience. Our websites deliver rewards through points only, points plus pay and pay only transactions along with wish lists, gifting and 1to1 promotions online. |
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Mobile >> Mobile
We design, deliver and host sms, wap and mobile app solutions (including Android and iPhone). |
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Social media >> Social media
We strongly advocate that our clients use social media in their loyalty programmes. We manage open networks for our clients such as Facebook fan pages and Twitter feeds. We also configure and manage closed customer communities for customer co-creation initiatives. |
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Discussion >> Discussion
We'll introduce ourselves. There's no fee. We'll listen to you and understand whether we can help. We might exchange confidentiality agreements so we both share commercially sensitive metrics, facts and ideas to advance the discussion. You'll know soon enough whether there's sufficient value in it for you to proceed and whether we're the right people to proceed with. |
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Strategy >> Strategy
You may already know what you want to achieve and how you're going to do it. You may only want to talk to us about utilising one of our services. If you're not sure what you want to achieve or how to go about it we'd suggest we first frame that up together with you. It might be as big as a strategy or as small as a plan. This is usually a short consulting engagement. |
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Discovery >> Discovery
If the strategy process shows there's value and you elect to proceed with us, then we start the build process. This starts with Discovery and ends with Launch. In Discovery our business analysts collaborate with yours to define the details of the business processes, IT integration, rewards offering, reporting and project plan. |
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Configuration & test >> Configuration & test
We'll configure our scaled and reliable business process and IT platforms to deliver your programme. We deliver the complete programme and all its elements and test each along the way. When it's complete we'll test it end to end with you. You'll release your testers on it and they'll test it end to end. Only when you've signed off will we proceed. |
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Launch >>
Launch
We collaborate to launch your programme to your members. In some cases we're migrating your programme and whole base of members from your in house or third party processes. In others you may be launching a new programme and start with member acquisition. Once launched, you're in the hands of our expert loyalty programme operators and management systems. | |
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