Customer Loyalty
Assessment
Before we design a new program or
redesign an existing one, we put your business and your customers under
a microscope. We answer such questions as:
- Is a customer loyalty program
appropriate for your business?
- What’s the untapped potential
of any existing program?
- What are creative and
non-annoying ways of collecting customer data (swipe card, license
plate, phone number, etc.) ?
- Why do your customers choose to
buy from you? (convenience, necessity, passion)
- What customer behavior to you
want to change (i.e. visit frequency, volume per customer, increased
margin purchases, specific product sales) ?
- What will motivate your
customers to do what you want them to do (products, status, discounts,
rewards, etc.)?
- Will they pay to be part of the
program, or join only if it’s free?
- What are the optimum reward
values (not too generous or too stingy)?
- What should the parameters of
the rewards program be?
- Can your business and your
staff build customer loyalty through their interactions with
customers? Do they need training in administering the program or
delighting customers?
We build a solid foundation for a
loyalty program that serves both the retailer and the customer.
Loyalty Program Design
Once we know your business, your
goals, and your customers’ behaviors and motivations, we design the
right program for you. We decide:
- Specific program objectives and
measures of success.
- How to collect the information.
- What technologies need to be
put into place.
- What staff training is needed
to support the program.
- How to reward customers for
which behaviors.
- How to launch the program.
- How to communicate with
customers to get them jazzed and keep them enrolled.
- What analytics to consider.
Loyalty Program
Implementation
We can maintain the program, soup
to nuts, so that all you have to do is get program applications in your
customers’ hands. Once that’s done, we can take care of the rest:
- Application processing
- Ongoing data collection
- Data analysis
- Sales reports by product,
customer, and combinations
- Answering customer questions
about points and dollar balances
- Recommendations for promotions
- Promotion design, testing, and
delivery
- Ongoing staff training on
earning customer loyalty
We analyze data and provide sales
reports for all our clients. The rest of the list is optional, depending
on your needs, in-house resources, and existing relationships.
