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Development of a Customer Loyalty and Retention Platform for a Media Publisher

clock.co.uk

Media

Information technology

Challenges in Subscriber Retention and Engagement

The client faces significant subscriber churn due to evolving digital competition, lack of personalized engagement, and outdated platform infrastructure. The need to retain high-value subscribers while offering a seamless, rewarding experience is critical to long-term sustainability.

About the Client

A leading media organization focused on digital publishing and audience engagement, seeking to enhance subscriber retention through loyalty programs.

Goals for the New Loyalty Platform

Reduce subscriber churn by 30% through personalized engagement and rewards
Enhance user experience with a modern, intuitive interface
Integrate CRM and third-party systems for unified data management
Increase active user retention by offering exclusive content and events
Align platform design with brand identity for consistency

Core System Functionalities and Features

Single Sign-On (SSO) authentication
CRM integration for customer data management
Event booking system with monthly schedules
Live chat for customer self-service
Content Management System (CMS) for dynamic updates
Rewards tracking and redemption portal
Personalized recommendations based on user behavior

Technology Stack and Tools

Modern frontend frameworks (e.g., React, Angular)

Cloud-based backend infrastructure (e.g., AWS, Azure)

Headless CMS for content flexibility

Real-time analytics tools

API-first architecture

External System Integrations

The Times’ CRM system
Third-party event management platforms
Payment gateways for reward redemptions
User authentication services

Non-Functional Requirements

High scalability to support 500k+ users
99.9% platform uptime SLA
GDPR-compliant data security
Mobile-responsive design
Fast page load times (<2 seconds)

Expected Business Impact

The platform is projected to reduce annual churn by 25-30%, increase active user engagement by 40%, and drive a 20% growth in event attendance. Enhanced personalization and streamlined operations will improve customer lifetime value (CLV) and position the client as an industry leader in digital loyalty innovation.