5 loyalty goals to set this year

Written by Tom Peace

Here are five goals that will enhance your marketing and boost customer loyalty.

1. Measure More

Are there any additional data points you could collect about your audience? Frequency and recency? Favourite categories, times of purchase, incentive type they respond to the most or channel they interact with more? Using additional data can help you create further targeted communications, giving your customers more of what they want. What gets measured gets managed!

2. Improve Customer Service

Mediocre or bad customer service is one of the main reasons why customers divest. Is there any area of your customer service that could be enhanced? You could have automatic replies across all your social media channels, an incentive ready to encourage customers to stay or a referral program.

3. Introduce An Unexpected Offer

This could be through a 'secret VIP tier', happy valentines day, easter or birthday offers. The more unexpected the better! One of our associate consultants buys Greggs Gift Cards for her clients on Valentines day over Christmas gifts and they all re-signed another year!

4. Encourage Referrals

Word of mouth will always be one of the most powerful tools. Discounts for referrals, bonus points or competitions for user generated content are great ways to encourage customers and clients to share their experiences.

5. Listen To Feedback

Sending a marketing email with a Calendly link to discuss your offering is a great way to speak directly to your customers. Heights do this really well, continually updating their content based on feedback.

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