Category: Customer Action

Keep customer engaged through gamified micro-experiences

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ENGAGE & MONETIZE

Delight with personalized rewards to monetize customers

Our use-case empowers businesses to entice and influence users through rewards tailored to their habits and preferences, effectively nudging them towards desired actions and maximizing monetization opportunities

Amrith G, SVP | Marketing & Customer Analytics

Journey Popularity Index: 

The Rationale

By tailoring rewards based on individual preferences and actions, businesses can create a powerful incentive structure that encourages desired customer behaviors, boosts engagement, and ultimately increases revenue

The Benefits

By offering personalized rewards, businesses can foster stronger connections with customers, incentivize desired actions, and create a sense of exclusivity, ultimately leading to enhanced customer satisfaction and long-term loyalty

Ideally Suited For

Industry: Banking
Customer base: > 100k customer base
Mobile app: Not Required
Existing Loyalty program: Not a must

Key Performance Indicators

Drive credit card spend

Nudge for Customer Action

As a valued customer of Prospera bank, Jolene receives an SMS reminding her to keep minimum balance in her account to avoid getting charged any penalty fees

1

Customer Action 1 : Account Deposit

Jolene deposits the required amount in her account. Not only does she escape the penalty charge, but is also rewarded for her swift action

2

Dynamic Reward Experience

On clicking the link, Jolene lands within the Prospera app and receives a dynamic engagement-led reward pop-up

3

Engagement with Reward Coupon

Jolene engages with the reward coupon by following the instructions and scratching the card. The scratch card reveals her reward- interest-free late payment of her next credit card bill

4

Customer Action 2: Transaction on New Card

Jolene takes advantage of this offer and uses her Prospera credit card for all her transactions. One of these transactions is the payment of her monthly utilities bill

5

Nudge to Setup Auto-pay

On account of paying a recurring category bill with the Prospera card, Jolene receives an SMS nudging her to setup auto-pay for her monthly utilities bill and receive an instant reward

6

Customer Action 3: Auto-pay Setup

Jolene is tempted by the offer and the idea of not having to remember to pay her utility bill every month, so she opts for auto-pay

CUSTOMER MONETIZED

7

Reward for Customer Action

A month later when the utilities bill is auto-paid, Jolene receives an SMS with a link for accessing her reward

8

Voucher for Local On-Demand Apps

On clicking the link, Jolene lands on another voucher, which she can save to her wallet for future use

9

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Keep customer engaged through gamified micro-experiences

ENGAGE & MONETIZE

Tailor offerings based on recent transactions

Experience a tailor-made journey curated to guide customers towards completing further transactions

Elia Wagner, CX Architect

Journey Popularity Index: 

The Rationale

Experience a tailor-made journey curated to guide customers towards completing further transactions. By harnessing the power of personalized campaigns and incentives, we aim to boost overseas card usage and drive customer engagement.

The Benefits

This strategy enhances survey completion rates, total spending, campaign goal completion rates, and incremental card usage during trips, ultimately driving monetization.

Ideally Suited For

Industry: Telecom, Banking, Large-Retail
Customer base: > 50k customer base
Mobile app: Yes
Existing Loyalty program: Not a must
Drive multi-actions: Yes

Key Performance Indicators

Customer acquisition, customer engagement, customer retention

Customer Action 1: Flight Booking

Sarah books a flight with Singapore Airlines using her Prospera Bank account

1

Nudge for Another Action

Sarah receives a pop-up on the Prospera Bank app, inviting her to participate in a survey about her booking experience with Singapore Airlines

2

Customer Action 2: Experience Survey

Sarah answers the first question of the survey, rating her flight booking experience with Singapore Airlines

3

Product Cross-Sell

The survey introduces Prospera Bank's travel insurance offering, as a cross-selling opportunity

4

Dynamic Discount

On account of answering 'no' to the previous question, Sarah receives a 10% discount voucher on the travel insurance

5

Customer Action

Sarah takes advantage of the discount voucher and purchases travel insurance for her trip through Prospera Bank

CROSS-SELL SUCCESSFUL

6

Nudge for Next Action

When Sarah completed a booking at Singapore Airlines she was automatically enrolled in a campaign tailored for travelers, encouraging them to use their Prospera Bank card overseas and win a complimentary airport lounge access for their next trip

7

Customer Action

While on the trip, Sarah remembers the campaign and uses her Prospera card for all purchases, aiming to complete the $1000. She receives real-time notifications for her progress on overseas spending towards the mission

PRODUCT ADOPTION SUCCESSFUL

8

Interactive Engagement

Sarah tracks her spending progress using a visually engaging progress indicator within the app. As she spends more, the progress bar fills up, motivating her to reach the target

9

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Global businesses have driven over 5 billion customer-brand interactions on Perx.

Ready to join them?

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