Customer Loyalty and Gamification

Loyalty programs are designed to preserve an on-going relationship between a company and its customers so as to reduce churn and achieve cross and up selling. Game mechanics have recently emerged as a key function to customer loyalty, since they can enhance typical Loyalty Solutions with fun. Customers come across engaging and fun experiences, while they are interacting with your brand, thus they are connected to it in an emotional way as well.


Today classic card based customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring you even more customers. However, that focus is not how you build customer loyalty. When a company interacts with its customers not only as if they were customers, it creates emotional barriers. These emotional barriers, apart from preventing the customer to churn, boost loyalty and motivate him to become messenger of the company as well. With the use of Gamification techniques, companies can aim to many different targets, without the need of additional promotional solutions. 
Gamification can be used in several cases. It can be the tool to reposition your company in an innovative way, while you will be able to track not only customers spending habits, but semantic data as well, quite useful to a successful segmentation. Moreover, it can be the tool to accomplish more tactical goals such as increase the time spent in a website or application. 
Companies may build loyalty by:
  • keeping touch with customers using email marketing, thank you cards and more
  • treating their team well so that they will also treat customers well
  • showing that they care and remembering what they like and don’t like
  • by rewarding him for choosing your company over its competitors
In short, companies should build customer loyalty by treating people how they want to be treated.
To achieve this ICAP Management Consultants apply the best practices and solutions to Engage, Motivate, Listen and Understand our customer needs and behavior to treat and offer them the best offer at the right time and at the right place.  We uniquely combine leading edge technologies and consulting services introducing innovative techniques and tactics such as Gamification helping our customers to meet their strategic objectives and increase sales and customers.

About us

ICAP Group – with 1.300 employees – is the largest Business Information and Management Consulting Group in Greece, with a strong presence in Southeastern Europe.

At ICAP Consultants, our vision is to become the recognized regional leader in Business Consulting enabled by Technology and Business Analytics. Our strategy relies on uniquely combining a superior industry-focused business consultative approach, consumer & business data, analytics and data integration technology solutions. Our unique and innovative solutions differentiate our customers and provide them a competitive advantage.

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