That is why today we are discussing
how to use loyalty to your advantage
in the current times. Loyalty is a powerful tool for your organization and for
your brand, which takes on even more strength in times like the financial recession 2022.
So, how to get the most out of it in
the coming months?
1. Make sure you lead by example and be loyal to your customers
Instead of obsessing over attracting new customers, shift your focus
to your existing ones. Do not forget that if you expect loyalty from them, you
must also be loyal to them. Listen to their needs and respond accordingly by
offering them value with your loyalty
program.
This will be beneficial for your
business in times of economic downturn,
as it is much easier to sell to an existing customer (60-70%) than to a new one (5-10%). You will optimize your efforts and they will be more
profitable.
2. Work on the emotional connection with your loyal customers
That emotional connection is what
keeps them coming back. So take advantage of these uncertain times to work on
that bond. How? By talking to your customers, spending time getting to know
them and understanding their needs,
and personalizing their experience
with your brand or company.
You need to create a connection
beyond a transaction, and make your brand known –its values, what matters to
you- beyond a product. Because, especially during a crisis, it is easier for customers
to rely on what they already know, trust, and appreciate.
If you want to know more details on
how to achieve this, you can check this article on the importance of e-mail
marketing for loyalty programs or this article on how to retain
customers with your loyalty program.
3. Make sure your customer service meets your loyal clients’ needs
This is the best time to reinforce
your customer service. Good,
diligent answers to their questions, and helpful assistance in times of doubt,
will contribute to building brand
loyalty.
There are many different ways in
which this good customer service can
be provided: sometimes it is only necessary to provide a guide on how to book accommodation, and sometimes it
takes an agent to solve a question step by step. What matters most is serving
customers and addressing their needs appropriately.
At Inspira, great customer service is one of our pillars. Our travel loyalty programs are supported
by best-in-class customer service, which has proven to be very efficient in
personalizing the customer experience, creating a connection with them, and, in
short, building loyalty.
4. Audit your loyalty program
And, last but not least, take this
opportunity to audit your loyalty
program. Review your strategy and ask yourself what your goals are and
whether your loyalty program is working to achieve them. What do you want to
achieve? What do you offer your customers? Does what you offer bring them
value? What feedback do you receive from them? What impact has your loyalty
program had on your business?
Find where you can improve and
reinforce everything you are already doing well to come out of this recession
with an improved loyalty program and a strengthened, rather than weakened,
brand.
At Inspira Holding, we are expert travel loyalty providers, and we can help you review and improve
your loyalty program to make it work for you and your business. You can check
out our loyalty solutions here and, if you have any questions, feel free to contact us here.
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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