Telecom Company Achieves 20:1 Revenue Return in First Program Year
Customer Loyalty Case Study AUDIENCE 100,000+ customerfacing employees
“ITAGroup is a part of our family and are committed as much as we are to our success.” -Group Manager National Team, Fortune 100 Telecommunications Company
OBJECTIVES Increase sales, revenue and profits Generate new account leads via employee referrals
RESULTS Program increased revenue 26% over goal and delivered a 20:1 return on investment in the first year. Strategic product revenues grew 38% in program’s second year.
Website Hits Per Month
30+
million
In 2008, program achieved 1 million submitted referrals.
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www.itagroup.com
Strategies & Tactics Strategy: Motivate employees to cross sell and up sell a variety of products during different promotional periods. Tactic: The program recommended by ITAGroup provided enhanced incentives to all customer-facing employees once they reached company-wide goals. A web-based solution featured online promotional tools to educate employees and highlight featured items. The online tool also included a real-time reporting to quickly measure progress-to-goal and referrals by departments and regions so adjustments could be made throughout the program. Strategy: Drive engagement at multiple levels, including nationally and regionally. Tactic: During the program, regional managers across the country were charged with educating, engaging and motivating their employees to participate in the program using spurts, communications and awards targeting their specific participant base. These initiatives supported and complemented national strategies and the base program rule structure, driving additional participation and revenue.
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.
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