Scotia Rewards Credit Card Loyalty Program

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Scotia Rewards
Credit Card Loyalty Program

Situation

Scotiabank had a longstanding credit card loyalty program with rewards redemption. In today’s competitive financial landscape, key stakeholders realized that Scotiabank had to boost its program performance to a new level, while also providing the flexibility to grow and evolve to support future program needs.

Approach

We were engaged to re-launch the Scotia Rewards program in order to motivate Scotiabank’s cardholders to increase their monthly spend, and strengthen both their engagement and their loyalty to Scotiabank. Our approach involved:

  • Utilizing data analytics/marketing sciences capabilities and a proven loyalty platform to overhaul and re-launch the program
  • Developing a customized integration gateway to support secure transmission and processing of sensitive customer and transaction data
  • Responsive Design methodology for its website to render appropriately across all device types that would be accessing the website
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  • Management of all program operations, including technology, customer database, website, rewards sourcing and fulfillment, administrative interface, detailed reporting and call center support
  • Planning and execution of program marketing, including triggered lifecycle and pushed marketing emails, and rewards fulfillment collateral

Results

  • 50% increase in year-over-year program enrolment
  • 20% increase in opt-in rates
  • 100% increase in campaign response rates
  • Program has evolved to support new credit card products launched by Scotiabank, including the suite of ScotiaHockey NHL VISA cards and the new Scotia Rewards American Express card portfolio

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