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Home » Scaling Customer Loyalty: A Multi-Destination Incentive Programme Across Europe for MKM

Elevating Customer Loyalty Beyond the Everyday

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Client Overview & Snapshot

Client: MKM Building Supplies (leading timber and building materials merchant)
Attendees: ~1,300+ total delegates across 8 individual trips
Golf Trip (Marbella): 170 attendees
Marbella Trips: 3 trips of ~120 attendees each (~360 total)
Tuscany Trip: 112 attendees
Montenegro Trips: 3 trips of ~300 attendees each (~900 total)
Locations: Westin La Quinta (Marbella Golf), ME Marbella, Borgo San Felice (Tuscany), and Regent Porto Montenegro
Planning Timeline: Confirmed 2-year lead time from brief to delivery
Tell Us About Your Event

Aerial view of a resort with a large outdoor pool, surrounded by palm trees, gardens, and buildings, set near a golf course with green hills in the background—an ideal destination for an unforgettable incentive travel programme. A large group of people gathers outdoors near a swimming pool, surrounded by palm trees and greenery, under a blue sky with scattered clouds, enjoying the vibrant atmosphere of an incentive travel programme. Four men stand on a golf course, smiling at the camera with golf clubs in hand. Dressed in classic golf attire—including hats and sunglasses—they are enjoying a day out as part of an incentive travel programme. Surrounded by lush green grass and trees under a sunny sky, the group captures the spirit of camaraderie and reward. Four men stand on an outdoor stage at a Marbella Golf event, shaking hands and exchanging items as part of an incentive travel programme, with people seated at tables in the foreground and palm trees in the background.

The Hook

To celebrate and accelerate growth, we partnered with MKM to design and deliver a multi-destination incentive programme across four European locations. Over two years in the making, this tiered reward scheme transformed customer spend into unforgettable, human connection-led experiences.

Explore More of Our Incentive Work

The Challenge

MKM wanted to reward and recognise their most loyal customers while driving incremental business growth. They needed a structured, tiered incentive scheme where higher customer spend unlocked higher-value international trips. The challenge was ensuring that every single touchpoint—across four distinct destinations and eight separate trips—delivered an exceptional, VIP feeling that strengthened long-term relationships and inspired ongoing loyalty.

Let's Create Your Programme
Outdoor table set for an event with blue tablecloths, wine glasses, water bottles, beer in an ice bucket, and a yellow Barbecue Buffet sign—an inviting setup perfect for your next incentive travel programme. White chairs and more tables are visible in the background.

Our Solution & Services Delivered

We designed and managed a seamless, end-to-end travel and event strategy that enabled attendees to step away from the day-to-day and build meaningful connections with the MKM team.

Design Your Incentive Journey

  1. Strategy & Creative Direction

    Developed the tiered reward model to incentivise spend growth while ensuring every trip felt distinct, inspiring, and authentic.

  2. Event Design & Experiential Branding

    Created visual touchpoints, spatial branding, and bespoke print collateral tailored to each location.

  3. AV, Technical Production & Event Tech

    Managed event technology, high-impact gala lighting, and sound production, culminating in a spectacular showcase gala in Montenegro.

  4. Conference & Exhibition Management

    Sourced, secured, and managed premium international luxury venues across Spain, Italy, and Montenegro.

  5. Incentive Travel & Logistics

    Executed a complex air travel matrix and ground transportation strategy, taking over 1,300 delegates from runway to resort without a hitch.

  6. Marketing, Communications & Engagement

    Managed delegate registrations, flight bookings, pre-event communications, and branded itineraries.

Long banquet tables with vibrant purple flowers and candles are set up in front of a large historic villa, creating a stunning setting for an incentive travel programme, as a group of people holding colourful flags walk along the gravel path towards the building. Guests in formal attire walk through a lush garden with flowers and greenery, in front of a large historic villa under a clear sky, during what appears to be a festive event, as part of an exclusive incentive travel programme. People in colourful, historical costumes watch performers toss vibrant flags into the air during an outdoor event surrounded by manicured gardens and tall trees—an unforgettable experience that could be a highlight of any incentive travel programme. A group of women in light green dresses perform with string instruments and microphones on an outdoor, candle-lit stage at night, surrounded by greenery, creating a magical ambience perfect for an incentive travel programme.

The Creative Theme & Hero Moment

  • The Theme: Tiered achievement bringing communities together through shared, high-value experiences.
  • The Hero Moment: The showstopping Gala Night in Montenegro at Regent Porto Montenegro, featuring scenic harbour views, immersive production, and an unforgettable celebration of customer loyalty.
Make Every Achievement Count
A lively crowd gathered around a pool at sunset by the sea, as part of an exclusive incentive travel programme, with palm trees swaying, mountains in the background, and boats gliding on the water—all coming together to create a truly festive atmosphere.

The Dream Team

Our dedicated First Event-ers across operations, travel, delegate management, and creative design brought this massive multi-trip programme to life.

Marbella Golf: Zuzana (Project Lead), Laura (Print Manager), Holly S (Event Director), plus Flights & Design.
Marbella Main: Zuzana (Project Lead), Holly S (Delegate Manager), plus Flights & Design.
Tuscany: Alia (Project Lead), Laura (Activity Lead), Hayley W (Delegate Manager), Holly B (Event Director), plus Flights & Design.
Montenegro: Marjory (Project Lead), Georgia (Delegate Manager), Zuzana & Amy (Delegate Support), Eva (Gala Lead), Alia (Gala & Event Lead), Holly B (Event Director), plus Flights & Design.

Work With Us

The Impact, Results & Sustainability Steps

“By combining exceptional destinations and seamless event delivery, the programme reinforced customer loyalty and directly supported MKM’s objectives of increasing spend and retaining key business relationships.”

Speak To Our Event Experts

  • Scale: Executed 8 separate trips across 4 major destinations for over 1,300 delegates.

  • Commercial ROI: Successfully incentivised tiered customer spending over a 2-year cycle.

  • Engagement: High retention and positive sentiment across all delegate cohorts.

  • Digital-first delegate communication app to reduce paper reliance.

  • Locally sourced catering and regional supplier partnerships across Spain, Italy, and Montenegro.

Get in Touch

The best incentive programmes do more than reward success, they inspire future success.

If you’re ready to motivate your customers or employees with an unforgettable experience, we’d love to help bring your vision to life.

Leeds

+44 01943 877444

Ghyll Beck House, Gill Lane,
Yeadon, Leeds, LS19 7SE

London

+44 02039 098579
86 – 90 Paul Street, London,
EC2A 4NE

Email Us

Email: [email protected]

Tel: +44 01943 877444