Background
Loyalty New Zealand is a loyalty, marketing, and data analytics consulting firm. They help Kiwi businesses build relationships with their customers. In 1996, Loyalty New Zealand launched the Flybuys Programme which now has 2.9 million members across 80% of New Zealand Households.
The Challenge
The value of being a Flybuys member is when you accumulate enough Flybuys Points to receive a reward. One of these rewards is being able to spend your points on thousands of different products and experiences in the Flybuys store. Loyalty New Zealand sends address details to their suppliers for the delivery of these rewards. Having clean addresses is very important to ensure the process runs smoothly. Incorrect addresses could lead to valuable rewards being unsuccessfully delivered and increased service centre traffic.
"If a reward goes missing there’s a lot of chasing up and following up to find out what happened. There is a direct financial impact to this, but more importantly, it’s a poor experience for our members."
Guy Pilkington - Head of Member Technology at Loyalty New Zealand
The Solution
Before
- No verified addresses
- Inaccurate addresses going to suppliers
- Time and money spent on missing or undelivered items
- More service centre traffic
After
- Improved efficiency
- Smooth sign up and reward delivery processes
- Direct financial benefit
- Enhanced customer experience
The Result
Addressfinder has been supplying address verification services to Loyalty New Zealand since 2012. Loyalty New Zealand uses Addressfinder’s address autocomplete widget to validate addresses when new people sign up to the Flybuys Programme, when they get a New World Club Card, and when existing customers change their address details.
Loyalty New Zealand has seen many benefits from using real-time address verification. They are receiving their desired high quality address data, which enables an efficient process of a member selecting their rewards and getting them delivered to their door. As a result, member experience has significantly improved, less time and money has been spent on resolving unsuccessful deliveries, and their suppliers have also benefited as Loyalty New Zealand is providing them with accurate address information.
"We have been using Addressfinder for 10 years now which has ensured that we’ve got clean, high-quality addresses going through to suppliers. We’re happy when our members are happy and Addressfinder has definitely helped to enhance our member experience."
Guy Pilkington - Head of Member Technology at Loyalty New Zealand