This is an idea I got from Qatar in 2014. Qatar business incubator was willing to incubate it. But Lord had bigger plans.

1. Instant gratification to win
customer loyalty
Rajesh Venugopal
+91 98460 06416
rajeshv@customerline.in
www.customerline.in

2. A look at the existing raffle coupon system in
GCC Area
• Paper format
•Administered manually
•Duration of 6 month
•Gratification is delayed
•Not customer friendly

3. Customer thinks…
• Tedious to fill up 4 fields.
• Needs a pen!
• Takes time and patience
• Errors and Omissions
• Limited participation
• Accretion of purchase not
possible
• Delayed gratification
• Process is not transparent

4. Retailers issues
• Crowding
• Messy
• Abandoned coupons get misused by
non customers
• Not eco friendly
• Need warehouse space
• Not cost effective
• Leakage of genuine customer
coupons in transit from one place to
another
• Not engaging
• Needs manpower – customer calls to
make enquiries about winning
coupons, for logistics
• Needs loyal customers, increased
revenues

5. How do you engage with a customer who buys
an IPAD Air for AED 2400 ?
• Not inclined to fill up so many
coupons.
• Did not get an immediate
gratification for his 48 coupons.
• Retailer has not communicated post
purchase and he has to wait 6
months?

6. An interactive space to showcase what’s on offer!!

7. Coupon Space – Hardware Options and Sizes

8. Coupon Space - Methodology
The sale bill has a barcode. The Bill is scanned
A prompt to enter your
mobile number which is your
unique identification

9. Coupon Space – Mobile Alerts
Welcome Mr. X. Thank
you for shopping with Y
Mall. We are pleased to
inform you that you have
100 redeemable points
Please visit www.xyzmall.com
for further details
• Retailer has now, access to customer mobile.
• To claim a prize customer will not give wrong #
• The 10 Digit Unique ID is a bonafide verified ID
• Retailer is now in a position to direct targeted
messages to his customer based on customer
shopping patterns
• Information dissemination on Prizes and Promos
are proactive
• Customer engagement is now effective

10. Coupon Space- Front End of the Screen
Unique
redeemable
points will
be shown

11. Coupon Space – Content Type- Offers

12. Coupon Space – Mall can generate revenue
Feature stores and brands in a prime estate of the website

13. Validation of Winnings & Claim
procedure
Validation can be instant or subsequent
visit based.
Instant would include issuing Air time
from a local or international telecom
operator, issuing mobile money (which
is the next big thing) to the customer’s
mobile.
Subsequent visit claim would be any of
the products for which the value of gift
which can be claimed from the retailer.

14. Digitization is Cost Effective, Engaging & Insightful
Engaging:
• 3 to 6 people can interact without pens.
• Just one input against multiple forms
• Segmented customer offerings
• Promote offers and campaigns
• Promote brands
• Instant enrollment and prize
• Contact customer proactively by phone/sms
• Enhances loyalty towards the retailer
Insightful:
• Analytics to track behavior
• Quick Launch & Withdrawal of a
campaign
• Customer database of mobile
numbers for directing information
Cost effective:
• No paper and printing costs
• No cleanup work
• No logistics
• No warehouse
• No tampering or misuse
• Reduced man hours on planning,
execution, handling, answering
customer phone calls
• Alternate customer contact
programmes may be introduced
• Accessible online through internet
• Can be used to dispense other
services later on

15. The digitized raffle is transparent
• Regulatory compliance
becomes easy.
• Proactive customer contact
systems can be created.
• Web and Mobile access
• More order and structure to the
raffle system.
• It connects instantly with
customer.
• Maintain continuity of customer
contact.

16. Cost benefit to the Customer
COSTS:
• 2 staff to issue the coupons
• 2 staff to do data entry which has
no accuracy guarantee due to
illegible handwriting
• Printing costs
• Administration costs
• Costs of disengaging with
customer
• Total Costs per month is in the
range of AED 150K per month.
BENEFIT:
• Cost reduction of upto 50%
from
•Analytics on customer
behavior
•Gratified customer’s come
back
•Keep in constant contact with
customer electronically