Choice: Beirut Souks' Instant Retail Coalition Program
WHAT WE DID
Designing and Launching the First Instant Retail Reward Program in the Market Including More than 120 Brands
Souks is a leading shopping and leisure hub in the center of Beirut.
The Souks provide a vast and flexible space for people to gather and spend quality time, with many attractions like boutiques, outdoor markets, restaurants, entertainment centers, and activities for children. Today, they are a premiere shopping and leisure destination in the capital.
The Souks’ main objectives were to gather customer information, understand their preferences in order to enhance communication and offer their customers an improved shopping experience.
We launched a unique program that aligns with the
Souks’ objectives, becoming the first coalition program of its kind in the
region. We called it “CHOICE”, to capitalize on the ecosystem and the variety
of tenants included in the program with over 120 tenants allowing visitors to
instantly earn and pay with their points, and the flexibility in choosing how
to manage points collected (pay with or gift points, create joint family
accounts, pay parking tickets, and access exclusive privileges). We created an omnichannel
experience throughout all touchpoints: in-store,
mobile app, website, and customer care. The
program’s competitive edge was that it identified the gaps in competitors’
loyalty programs and filled them 100%.