Weekly Update 24th November 2022

Written by Tom Peace

6 Ways To Improve Your Loyalty Program

Loyalty programs need to be adapting and loving as technology advances and the needs of customers shift. Discover ways to improve your loyalty program.

Time To Go Digital 📱
By digitalising your loyalty program, you make everything more convenient for both yourself and your customers. Customers don't want to carry cards in their wallets when a loyalty app on their phone can do the same job. Just look at KFC, who recently swapped a paper stamp system for a modern mobile app.

Add Personalisation 👋
Building relationships between customers and a brand isn't easy but adding personal touches wherever possible will help the customer feel valued and not just another customer on your list. Address customers by name, offer them a discount on their birthday or a handwritten card at Christmas.

Bridge The Gap 🙌
If you have a physical store and a mobile app, bridge the gap. Retailer ZARA recently introduced a 'Click & Find' feature where customers can access the store map via the app, which will point them in the direction of the product they are looking for. It's also possible to send app notifications when a customer enters the store.

Learn From Your Data 👩‍💻
When was the last time you checked to see who was redeeming your rewards? Or how many people are burning points? If your rewards are too hard to earn or too difficult to use, your customers will quickly question the value of being a part of your loyalty program altogether. Analyse and make tweaks where necessary.

Engage Your Employees ✅
Ensure all of your employees are aware of the loyalty program and the benefits it has for customers. An employee competition for signups could be a great incentive! We've all been asked in Boots "Do you have a Boots Advantage Card?" but it's very rare the employee will communicate the benefits there and then. A secret shopper could be a great way to see what's happening on the ground.

Use Referrals 👯‍♀️
No one will speak more highly of you than a current customer. Use this to your advantage and incentivise them to spread the word about your loyalty program to their family, friends and social media platforms. Meal kit retailer is a great example of this where current customers get a reward for referring new customers, but the new customers also get a discount - it's a win-win all around!

If you need expert advice bespoke to your business, get in touch today.