Context
Claro is a prominent telecommunications company in Latin America. To encourage the loyalty of its users, Claro Club was created, a rewards program that allowed customers to accumulate points redeemable for messages, minutes, recharges and discounts on services.
The challenge we faced was creating a subscription club with a simple registration process that required Claro account accreditation. In addition, we had to adapt the reward packages to the specific needs of each region where the program operated.
Solutions were implemented that included a simplified registration process, customized rewards packages for different regions, an efficient points management system, effective communication and continuous performance monitoring. These measures allowed us to create a subscription club that rewarded the loyalty of Claro users in a personalized and easy-to-use way.
Investigation
The challenge of Claro Club, a Claro loyalty program, was addressed through comprehensive research that included existing user data analysis, user surveys and interviews, market research, and competitor assessment.
Ideation
An online application was developed to improve the user experience. The implementation was done in close collaboration with the Claro Club team, and a continuous monitoring and adjustment system was established based on user feedback, resulting in a more effective and satisfying loyalty program.
Conclusions
Solid research and effective collaboration with the Claro team allowed key challenges to be addressed and significantly improved program effectiveness. The customization capacity and ease of registration strengthened user loyalty and contributed to Claro's continued success in the region.
