You have designed the perfect loyalty program for your customers; the one that fits perfectly to your needs. You have already launched it, you are full of high expectations but something goes wrong. You don’t have the desired performance and efficiency.
At some cases, things don’t always go as smoothly as planned. There are several mistakes that business make after launching their loyalty program; here are the most common and you have to avoid them:
Customer satisfaction: Not giving your customers enough attention
It’s not only about to reward customer loyalty. You have to make your customers feel unique. Induce your staff to spend more time with the customers and build unique long-term relationships, as numerous behavioral psychology studies have shown that customers perceive their shopping experience as more positive when they don’t feel rushed or ignored. Regarding the on-line campaigns; use personalization and interact with your customers on social media. If you want a loyal customer, be loyal to your customer.
Loyalty marketing: Not promoting the program using the necessary campaign management actions
For sure, you have invested time and money into designing the perfect loyalty program but what goes next? All of this effort is wasted if you do not promote your loyalty program in every possible way. Starting from digital marketing; use campaigns on social media, leverage your website’s homepage or even on your blog, use a mobile loyalty app. On your stores; make your loyalty program visible to customers who visit your store and do not know about it.
Brand loyalty: Not having the staff educated
Members of the staff who interact directly with customers should be trained and armed with the right tools to promote and trigger initial feelings for customer engagement on your loyalty program. They must be your brand ambassadors. A well trained staff shall improve customers’ perception on your program and give a personal boost to customer experience.
To conclude, designing a loyalty program avoiding simple mistakes can lead to compelling customer experience and brand success. Learn more on successful loyalty programs on QIVOS (former CLOUDBIZ) case studies section.
