You do not just want to attract new customers. That is great,
of course, that is one of your goals, but you also want them to stay, right?
You want them to trust you again after their first purchase. You want them to
be loyal. And you have read here, there, and everywhere that the most effective
solution to achieve this is to implement a loyalty
program. And it is, but it is not enough to create the program, put it in
place and leave it aside.
A good loyalty program must first be well-built from the start, and then well optimized, to be efficient. The
key here is to prevent people from leaving, and that requires a good strategy
followed by effective execution.
But where to start, and are there
any guidelines or keys to take into account? The answer is yes, and that is why
today we want to share some useful tips for driving retention. Keep this in mind if you want to keep your
customers coming back to purchase from you and end up becoming loyal customers.
And before we dive into it, remember
that this is the perfect time to work on your loyalty program. Everyone is
already talking about a recession,
and you need to prepare for at least a year, year and a half of lean times.
Take aim, because loyalty is the
key.
First, provide real value, then communicate the benefits right
What does your loyalty program
offer? It is essential that your proposal provides
value and is suitable for your
target audience. The program should consider their
preferences and offer something that will first make them become members and
then make them want to stay.
And then, they have to know what
benefits they get, and how the program works, and they have to be able to
access all the information easily. You cannot leave them alone in the process,
so keep up communication and make
sure they are well-informed. Remember, this is good for them, but you will
benefit from it as well. Social media and a periodic newsletter can be your
best allies in this regard.
Make members take action
For your loyalty program to work,
your members must not only be members, they must actively use the program. For example, in the case of the travel booking platforms provided by Inspira, members must book travel. Only then can they see the
benefits (such as great discounts and savings on accommodations), thus wanting
to stay, and you achieving your ultimate goal.
And how do you get them to take
action? First, follow the advice in the first point (remember, communication is
key), and then continue reading for some other tips.
Monitor their behavior and rely on data to personalize their experience
With all the data we have at our
fingertips in the digital age, this is fundamental. These days we are fortunate
enough to have access to complete reports on user behavior, decisions,
preferences, and so on, and this information is invaluable.
Make the most of it! Understand how your customers behave
and personalize their experience.
Offer them customized offers that take into account their taste. Let’s say you
have a travel loyalty program (by
the way, if you don’t you should!): What are your customers looking for? Where
do they want to go? What kind of accommodations do they like? What are their
favorite destinations? Use this to better their experience, and then to your
advantage!
Offer them support
And last but not least, let's go
back for a second to the tip of not leaving your members alone once you have
engaged them. They will need help, support, advice, and someone to turn to if
they have doubts. And this is where exceptional customer service will come in handy.
That is why at Inspira Holding customer service is one of our pillars, and we
offer personalized support so that the customer always finds someone to talk to
and whom they can turn to for assistance before, during, and after the booking
process, and later on during their trip.
The digital world has largely
depersonalized the purchase experience and that is something that naturally, as
people, we miss. We love the advantages of new technologies, and in fact,
technology is another of our pillars, but nothing beats human interaction. In the
perfect balance between both, you will find Inspira.
We recommend you start incorporating
these tips into your strategy and you will soon see a positive trend in your
member retention rate. At Inspira, we are expert travel loyalty providers and we design travel loyalty programs that
have proven to be effective, so do not hesitate to contact us if you
think we can help you in the process. We are firm believers in the
effectiveness of loyalty, and we want you to be one too!
Find out more about us on LinkedIn, Facebook, or subscribe to our newsletter.
Visit www.inspiraholding.com for more details about our solutions, brands, partnerships, and
more!
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