Leasing Agents Generate Referral Success for Satellite Provider
Customer Loyalty Case Study AUDIENCE Dealer representatives and leasing agents
“ITAGroup really becomes my staff and I have to rely on them...and they do a superb job at it.” -Client VP of Marketing Strategy
OBJECTIVES Maximize leasing agent enrollment and engagement. Increase converted referrals. Increase customer penetration within multi-dwelling units. Achieve cost-per-customer acquisition threshold.
RESULTS Leasing agent enrollment exceeded goal by 12%. Year-one closed-program referrals surpassed goal by 23%.
Cost Per Acquisition
44%
less than year-one maximum
Increased multi-dwelling unit penetration rate by 9.4% compared to 4.6% for properties not active in the program. Achieved a year-one conversion rate of 26%.
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Strategies & Tactics Strategy: Communicate program details to target audience. Tactics: In addition to a recyclable tote bag, announcement brochure and sales tip sheet, participants received weekly e-mails announcing point loads and balance updates. Leasing agents earned a bonus point load for enrolling in the program. Strategy: Create an easy-to-use tool to track program results. Tactics: Leasing agents entered their tenant referrals using an ITAGroup-hosted and operated program website. Referrals that resulted in a closed new-customer sale earned additional points for the leasing agent and an override for the dealer representative. Referral status was tracked online.
About ITAGroup Business is driven by loyalty. ITAGroup drives that loyalty with a comprehensive range of loyalty solutions. We combine incentive programs, rewards and recognition, group travel and event management to engage employees, motivate channel partners and ignite customer devotion. And we rely on traditional business values like hard work, integrity and great customer service to make sure our clients are successful.