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WORK / EXXONMOBIL

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DATA-DRIVEN CUSTOMER CARE STRATEGY TO BOOST B2B AND CONSUMER ENGAGEMENT

Learn how we tailored incentive programs, driven by a comprehensive data strategy, enhanced customer satisfaction and loyalty, significantly improving their business performance.

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Challenge

With the Mexican fuel market transitioning from state monopoly to a competitive landscape featuring numerous new entrants, creating compelling value propositions while managing reward costs became essential for success.

How we solved it

  • Loyalty Program Design: B2B/B2C programs with machine learning for fraud prevention.

  • Digital Tools Implementation: Engaging experiences and cost-effective reward structures tailored to the Mexican market.

  • Data Analytics: Custom dashboards for smarter decision-making.

  • Unified App Development: Integrated platform combining business units for seamless customer access.

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Three smartphone screens displaying the Mobil Hub app interface with features like check-ins, petrol rewards, promotions, and station information, with yellow coin graphics and dollar signs overlayed.
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Key Results

The implementation of the comprehensive loyalty program delivered outstanding results, significantly enhancing both business performance and customer experience.

Consumer database expansion:

Witnessed a rapid expansion in the client’s consumer database post-implementation.

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Sustained sales growth:

Achieved a sustained increase in sales over the past three years.

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Higher net promoter scores:

Notably higher NPS observed among agents, distributors, and end consumers, indicating enhanced satisfaction and loyalty.

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Loyalty is more than a program, it's the power to build lasting relations and drive meaningful growth.

Let’s design the future of customer engagement together. Contact us today to get started.

Contact Us