Affinion has partnered with BW-Bank for over 16 years to improve customer retention through the extend program: 4 tiers of enhanced bank account packages combining Affinion-sourced benefits such as travel, leisure, benefits and discounts at regional cooperation partners, and protection services with bank benefits such as credit cards, insurance and pension protection.
- Affinion and BW-bank continuously work together to understand customer motivations to identify relevant benefits that resonate most with the target customer base, and have refreshed the proposition to balance customer and shareholder value over time
- Affinion manages the extend program on behalf of BW Bank including: negotiation, management and fulfilment of Affinion-sourced benefits; build and management of the extend website as the primary portal and servicing platform for the program; telephone servicing; regular extendmagazine and newsletter communications; and marketing support to drive customers online, upsell to higher tiers, and stimulate benefit usage
- The program was launched in 2000 and BW-Bank saw a 50% reduction in customer churn amongst the new customers. The portfolio has since grown to represent more than 60% of BW-Bank’s customers