Question

A leading UK Chocolate Brand has seen a downturn in sales due to new competition in the

market. Analysis work has shown the need for a customer loyalty programme. You have been

tasked with designing the approach that your Partner will present to the Client.

Create a one page

implementation

plan showing the

timetable of events

and your change

management

approach for

implementation.

One Page Implementation Plan, including;

▪

A One Page Project Plan

▪

Your change management approach to ensure

seamless integration

Answer 1

Implementation Plan for introducing Customer Loyalty program for ABC chocolates

This implementation plan is designed for seamless integration into the existing operations. For this, we have divided the entire plan into four phases, with different timelines of execution -

Phase 1> Planning the loyalty program (3 months)

The key steps to plan the loyalty program accordingly are -

Establish Goals - What are the company's objective for developing a loyalty program? increase profit per customer? Is it to retain loyal customers? Is it just to track customer purchase behavior and patterns? These questions should be answered here

Identify Target Customers - Based on the goals established, the next target is to identify target customer segment

Determine the product's strengths and weaknesses - This is improtant to establish what your customers like and what does not.

Chose a relevant program type - Chose a relevant program based on how this program will suit and complement customers' purchase habit and loyalty pattern

Setup up systems to track engagement - Figure out how to effectively acquire information from the loyalty program and process it for further use to improve the program and also to determine whether it is fulfilling the purpose or not.

Phase 2> Creating a Loyalty Program ---- 3 moths

Here, the finer details of the program will be worked out. The things to cover in this phase are-

Setup rules of program and train your employees

Develop a suitable reward mechanism which will attract target customers

Find out the effective communication channel to create awareness among customers

Phase 3> Test your Loyalty Program --- 3months

Even after so much planning and designing, it is important to have a test run before actual rollout.It will reduce chances of legal complexities negative respnse. Pointers to consider in this phase are -

Start with a small scale implementation

Get feedback and remove glitches

Go live in the market

Phase 4> Managing and Improving the Loyalty Program (3-6 months)

There is no fixed end to the implementation of a loyalty program. The programs should be continually monitored and improved over time for more success. Important things to cover in this phase are -

Data collection and is effective usage

Measurement of results to determine impact of the program

Continuous improvements and necessary adjustments to the program