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We all know how the cost of acquiring a customer is greater than the cost to retain a customer and the benefits of building customer loyalty include increased sales and positive word of mouth. Little wonder then that most retailers recognize the importance of a good loyalty program.
Traditionally, there has been a focus on deeper discounts and more tempting points schemes, but “The customer experience is just as important as points or financial rewards to secure customer loyalty,” according to a Deloitte study.
So, how do you create a compelling customer experience that will keep your customers coming back to your loyalty program time and time again? We have five tips worth considering.
Engage on multiple channels
People want to access loyalty programs via their preferred channels. When Codebroker surveyed 1,207 U.S. consumers for a Mobile Loyalty Survey, 71% said they would be more likely to use their loyalty cards if they could access them from their mobile phone.
Drilling down a bit deeper revealed a split between the channels consumers want to use to access loyalty programs on their smartphones.