As we have discussed previously, the
advantages of implementing a loyalty
program are obvious: increased customer retention, increased loyalty,
increased sales, customer data collection, the attraction of new customers…
However, it is key that a program is
well-designed to avoid making mistakes that could cause you to miss important
opportunities in the long run. You need to make your loyalty program work for
you to achieve your goals and not end up being a stumbling block.
That is why today we reveal 5
mistakes to avoid with your loyalty program.
1. Offering low-value rewards
We always insist on the idea that a
loyalty program must offer value, as it indeed would be a serious mistake to provide
rewards that are not valuable to your customers. Valuable rewards incentivize customers to continue trusting a brand
or a company, as when they feel they are being rewarded for their loyalty, they
are more likely to continue to make purchases and recommend the products or
services to others. Additionally, valuable rewards can attract new customers and increase overall customer satisfaction.
2. Not leveraging customer data for personalization
Personalization is crucial in today's
digital and hyper-informed world, there is no doubt about that! So you are
probably missing out on excellent business
opportunities if you are not paying attention to your client data.
A personalized experience can make
customers feel the company understands their needs and preferences, which can
eventually lead to a stronger emotional connection to the brand and using this
data in the right way can lead to higher engagement
and loyalty.
Additionally, by showing clients
pertinent products or offers and improving their overall experience, personalization
can also increase sales.
3. Not caring about your customer’s experience
Your customer’s experience with your
loyalty program matters, from the convenience of actually using it (be it using
a discount, redeeming a voucher, exchanging points for products, or others) to
the attention received in case of doubts or queries. A good user experience translates into increased engagement, loyalty, and
conversions, and positively impacts your reputation.
If you do not pay attention to how
is the overall experience for your customer when using your loyalty program,
you may end up with frustrated, confused customers and, ultimately, lose
business opportunities.
4. Not promoting your loyalty program
We already mentioned it in this article: if your target audience
does not know you have a loyalty program, how are you going to make it work for
your goals? Indeed, you need to promote it. So make sure your customers are
aware of the rewards and benefits they can access when using your brand.
Also, as a side benefit, know that a
well-promoted loyalty program can attract new customers who are simply looking
for a rewards program to join.
5. Not utilizing the multiple channels available
And in the same vein, to promote
your loyalty program and maintain continuous and fluid communication with your
customers, take advantage of all available channels. As we explained in this article, you need to make your program omnichannel.
These days, it is crucial to be
present where the customer is, so having an omnichannel approach is essential:
reach them via a website, a landing page, an app, mailings, social media, SMS, you
name it!
At Inspira, we help you design your program step-by-step so
that you implement it correctly and do not incur any of these common mistakes.
The Inspira loyalty solutions are error-proofed to promote greater customer satisfaction, engagement, and loyalty.
You can learn more about our travel loyalty solutions here.
If you want to discuss your case and
find the best option for your company and your employees, do not hesitate to
contact us here.
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Visit www.inspiraholding.com for more details about our solutions, brands, partnerships, and more!
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