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One of the methods to create loyalty among customers is presenting a value through customer clubs which is beyond the intrinsic value of the product or service. In order to achieve this aim, a new perspective of customer club’s basics that is based on findings business model is needed. As a result, the purpose of this study is to explore customer club Hafez Insurance business model as the first private insurance in free zones of Iran, with an emphasis on"innovation"and" customers block ".In this research, we try to find out the answer of questions such as customers segmentation in the insurance industry, Identifying distribution channels, the type of services and products that offered in the club correspond to the target of customers and the type of value which is created for customers to increase loyalty. From the data collection method standpoint, current study is a qualitative research and was conducted through in-depth interviews and semi-structured focus group. This focus group meeting is consist of 12 experts of Hafez Insurance Company that have been selected based on purposefully sampling method. Finally, by analyzing the findings from focus group research and using the Atlas.ti software, basics of "innovation" and " customers blocks are explained. The content of qualitative data suggests that components of customers block include three themes of customers segmentation, distribution channels and communication with customers, 11 sub-components and 40 items. Components of innovation include the proposed theme for value, eight sub-components and 29 items.

Keywords: loyalty programs, customer club, business model, innovation and customers block

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