Club La Nación, the renowned benefits program associated with the prestigious newspaper La Nación in Argentina, set out to improve the experience of its members to strengthen their relationship and loyalty. In partnership with Izo, they carried out an exhaustive diagnosis of the partners' experience with the objective of identifying areas for improvement and establishing a solid proposal to manage the experience more effectively.

The project began with a comprehensive approach that involved interviews with key professionals within Club La Nación, as well as focus groups with employees and clients. In addition, more than 1100 surveys were implemented among club members to obtain a complete view of their experience and perception.

Thanks to this exhaustive collection of qualitative and quantitative data, it was possible to clearly identify areas of opportunity and critical points in the partners' experience. Interactions were analyzed from the registration process to the continued use of benefits, including communication, customer service and general satisfaction.

With these insights in hand, the Club La Nación team and Izo worked together to develop a comprehensive improvement proposal. This involved creating specific strategies and actions aimed at optimizing each point of contact with partners, from simplifying the registration process to personalizing communication and improving the benefits offered.

In addition, training programs were designed for Club La Nación staff, in order to improve their ability to offer exceptional service and provide a more satisfying experience to members at all levels of interaction.

As a result of this project to diagnose and improve the member experience, Club La Nación was able to successfully implement a series of changes that had a positive impact on the perception and satisfaction of its members. The collaboration with Izo allowed Club La Nación to strengthen its position as a leader in benefits programs and consolidate the loyalty of its members to the brand.

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