During the post-pandemic era, combined with the times of inflation, retailers are always in search of ways to connect profoundly with the customers and create remarkable buying experiences. When the feeling of uncertainty dominates, consumers need to avoid it while shopping and get delighted in their journey without any hint of a negative thought bothering them.
Brands need to focus on making the customers feel comfortable when choosing to interact with them and make their purchases. How to manage this special venture these days? The answer is simple: Loyalty Schemes, capable of providing numerous benefits to both the customers and the brands, constantly reminding the first ones of the value of engaging with the last ones. But what does that really mean?
According to Forrester’s recent survey, loyalty programs are more than ever a priority for brands in order to offer beneficial discounts that lead to smart shopping deals, keep the customers engaged through innovative rewards and build an emotional bonding with them to connect profoundly and gain their trust.
Now, a more genuine bonding between the customers and the brands might be the only way to boost customer engagement and keep up despite the competition and the financial and emotional instability. Let’s not forget that acquiring new customers costs five times more than retaining current customers. So, it’s essential to focus on the existing clientele and keep them on board.
There are several ways to show consumers why to stay engaged with the brand, highlighting the brand’s value. The success key is to build and follow a consistent methodology of reaching the customers at every possible touchpoint, at the right time, with the right message. Channel, time, and message is the triptych that creates meaningful ties and becomes the differentiator from the competitors.
Communicating to the customers the right message through desired product recommendations, via their preferred channel, at the moment they crave, builds successful engagement with the brands. Thus, businesses keep staying on top of customer’s mind, having already proven that the customer is their main priority. And that is the critical part, not only because of the days of crisis but also because there is a digital transformation occurring in today’s marketplace.
“Every digital transformation is going to begin and end with the customer, and I can see that in the minds of every CEO, I talk to.” reports Marc Benioff, Chairman and CO-CEO – Salesforce.
New technologies are tools to elevate the customer journey. When these tech tools are applied to a loyalty scheme, brands can really get to know their customers and create miraculous shopping experiences. The future is a store where the digital and offline customer experience is merged, putting the customer at the center.
For more on how to nurture loyalty with your customers, don’t forget to check Qivos’ whitepapers library.