WORK / EXXONMOBIL

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.

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.

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.

Sustained sales growth:

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

Higher net promoter scores:

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

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.