Q: How does Xoxoday’s Customer Success Management ensure program success and maximize ROI across its rewards, incentives, and engagement platform?
Xoxoday ensures program success by assigning every client a dedicated Customer Success Manager who acts as a strategic partner to help you maximize value across your rewards, incentives, payouts, and engagement programs.
Our CSM framework focuses on proactive monitoring, continuous optimization, and alignment with your business goals across all Xoxoday products.
What your CSM delivers:
Dedicated point of contact: Strategic and operational guidance tailored to your programs.
Regular reviews: Monthly, quarterly, and annual check-ins to monitor performance and adoption.
Data-driven insights: Analysis of engagement trends, redemption behavior, incentive performance, and loyalty metrics.
KPI alignment: Joint definition and tracking of success metrics such as participation, ROI, loyalty growth, and redemption rates.
Goal-based planning: Strategy recommendations to achieve or exceed program targets.
Proactive issue resolution: Early detection of bottlenecks with clear corrective actions.
Cross-product expertise: Unified guidance across Empuls, Loyalife, Compass, Loopr, and other Xoxoday solutions.
This structured approach ensures sustained program performance, measurable ROI, and continuous improvement as your business needs evolve.
Q: What are the guiding principles for your client experience and how does the client success team deliver against those principles? How do you measure success of the client experience?
Our guiding principles for client experience are proactive communication, tailored support, and continuous improvement. Our client success team delivers against these principles by providing personalized assistance, proactive guidance, and advocating for clients within our organization.
We measure the success of the client experience through metrics such as customer satisfaction scores (CSAT), retention and renewal rates, and customer feedback. This helps us continuously assess and improve the client experience to ensure we're delivering value and driving success for our clients.