Customer Loyalty Case Study
Leasing Agents Generate Referral Success for Satellite Provider Audience Dealer representatives and leasing agents
Objectives aximize leasing agent enrollment and M engagement. n Increase converted referrals. n Increase customer penetration within multi-dwelling units. n Achieve cost-per-customer acquisition threshold. n
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 emails 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 ITA Group-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.
12%
GROWTH
Leasing agent enrollment exceeded goal by 12%
23%
44%
Year-one closedprogram referrals surpassed goal by 23%
“ ITA Group really becomes my staff and I have to rely on them...and they do a superb job at it.” - Client VP of Marketing Strategy
LESS
9.4%
INCREASE
26%
Cost per acquisition was 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 yearone conversion rate of 26%
GROWTH
RATE
Learn more of our story at itagroup.com. About ITA Group We create and manage events, incentives and recognition programs that align and motivate your people. ITA Group has operations in Atlanta, Boca Raton, Chicago, Dallas, Des Moines, Detroit, Indianapolis, Los Angeles, Minneapolis, Philadelphia, San Francisco and the greater New York City area.
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