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Redefining how loyal customers use credit card benefits

“At Discover, our focus is driving outstanding customer experiences. Our partner, Connexions Loyalty, provides highly valuable features and benefits to Discover customers each and every day to help us achieve these goals.” - Ryan Garton, Director Card Products & Features

Discover® ranked #1 in customer loyalty among leading credit card brands, according to the Brand Keys Customer Loyalty Engagement Index report. Even more impressive: Discover has won the credit card category many times over.

To accomplish this enduring track record of loyalty, Discover stays true to its vision: to create the most rewarding relationship consumers and businesses have with a financial services company. Discover’s goal is to help people spend smarter, manage debt better and save more to achieve a brighter financial future.

Challenge: Seek valuable card benefits

From a credit card perspective, Discover is constantly striving to be best in class, focusing on relevant benefits that provide tangible value to cardmembers. Many credit card companies offer insurance protection and other benefits on their cards, but very few actively promote these benefits. Discover takes a different approach with benefits, educating cardmembers, encouraging usage and simplifying processes to ensure a great experience and customer engagement.

Solution: Promote shopping with confidence

Ahead of the busy holiday retail season, Discover launched Price Protection, provided by Connexions Loyalty. With Price Protection, if cardmembers see items they have purchased for lower prices at any store within 90 days of purchase, Discover will pay the cardmember the difference. To increase consumer usability, Connexions provided an enhanced version of Price Protection, offering the benefit not only on purchases made with a Discover card, but also those using Cashback Bonus®. Through a series of promotional pieces, Discover introduced Price Protection with other new “Shop Smart” benefits, enhancing the customer experience through the holidays and beyond.

Results: Price protection drives cardmember engagement

Claims came pouring in as cardmembers began using Price Protection and singing its praises on a host of popular blogs and social media sites. Since Discover’s launch, more than 95 percent of all Connexions Loyalty clients’ Price Protection claims were from Discover cardmembers.

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