If you have ever tried to look into the advantages of retention of customers as a good marketing strategy, then you must know how loyalty programs are thriving among the customers. By using VIP tiers, customer referrals and points many businesses are using reward programs as the best way of building a strong relationship with their customers. Research by marketing experts has shown that about 90 % of customers are spending their time in trying to get involved in reward programs while about 15 % are not engaged in any program.
These programs have been found to be the best solution for the challenges that are facing many businesses today. However, if you do not manage your program well, it can lead to bad experience. There are some mistakes that you can make with your program that your customers cannot forgive you quickly, some of them are:
Creating an account
Many customers can be frustrated if they are kept waiting for time especially when they are opening an account. All customers whether they are offline or online they usually search for ways of shopping that they can access the services easily and quickly. This implies that a business that requires customers to fill many fills while registering themselves can many majorities of customers ignoring to sign up.
It is therefore good that you simply your registration process at the same time get the important information that you need from your customers. It is good that you correct of data about your customers, but you can assess your business and determine the important information that you need so that you can reward your customers. By building good relationships with the customers, you will make them free with you, respect you and in turn trust you.
Program mechanics
Loyalty programs that are based on points have existed for many years which means that many your customers may be aware of this mechanics. This awareness can make it easier for customers to adopt the strategy or be encouraged to sign up only when you keep the strategy simply. In many cases you will find that many businesses will try to modify their programs by adding complex conditions and new rules, which instead of attracting many customers it frustrates many of them.
There is no reason for you to come with a new strategy since the points program are the best as they are easy to track and understand. If you are aware of this coming up with a well-designed page that explains everything can be the way you can expand your program. A good program eliminates confusion among the customers by defining the program using images and text.
User experience
Since many digital experiences are available, many customers have lived knowing responsive interfaces and good design. Poor design, visual noise, and broken lines are the best ways you can reduce the appeal of your program and make your customers leave your business.
If you put your brand center and front can be the best way to determine if your customers are walking away or they are trusting you. Whenever your customers see the colors and the logo attach to your program, they will associate them with the good feelings that they have with your products. It is therefore good that you brand program properly starting from the photography of the product, colors, and logos.
Reward menus
While the customers can be interested in the same kind of goods and services, not all of them will be interested in the same type of rewards. If you offer one type of reward, it can create a poor impression of your program by lowering its perception. This idea affects mostly products that are sold in discount-driven markets and a very competitive environment such as supplements and cosmetics.
In any program, you should include many rewards that can make your customers continue being loyal.
Program maintenance
It is good to know that you cannot set and forget the reward programs, but you should not make regular changes to the programs. Although you cannot avoid any changes, if you make a lot of changes to your program you can ruin it, thus making many customers to stop shopping at your business. If you wish to make any changes to your program, then you have to communicate them in a clear manner to the customers. You can let your customers know what you want to change, how that change will benefit them and future expectations.
Marketing strategies
It is good to know that if people continue to abandon your program, it will lose its value. Even if you give high offers, the customers can get bored, but the rewards can work well when the customers value them.
The best way you can enhance some excitement to the customers is by using bonus points which gives customers a chance to enjoy the rewards. Bonus points can increase the value of your program with you restructuring the whole program.
Membership engagement
It is obvious that many people do engage in different programs where at one point they decide to stop their active participation and others stop using them completely. This is because they engage in many programs which are not able to track therefore they decide to look around for the one that offers the best customer services.
The best way that you can use to remind your customers that they are enrolled in the program is to attach emails that will send notification messages. You can them come up with special incentives that can bring back your customers.
Redeeming rewards
One way that can make your customers leave your brand is implementing points that they cannot redeem. If you choose a program in that customers can redeem point at any time that they wish can enhance the reputation of the customers and the whole brand.
Customer buy-in
You can lose your motivation when you do not know what you can do to get to your goal and what is left. Even if you want a product, you can lose that eagerness if you are not able to monitor your progress. This idea is true with programs that are based on points. Enabling customers to know how close they are to getting the rewarded is the easy way that you can motivate them so that they keep in touch with your company
Increase competition
Since the idea of retention has been adopted in many businesses, the greatest challenge that you will face is that you will find the almost every business has the same program. This will mean if the program of points does not meet the requirements of your customers they will find one that can. Since there are so many options your program can lose value; therefore if you invest and commit your time to the program, your customers will see how much their commitment to the brand is valued. You can do this by using systems and personnel to assist you in smoothly running the program. No matter the brand that you offer, your program has a high chance of surpassing that of your competitors.
Bring back customers
It is not difficult to keep your customers be interested in your program so long you know what is making them go away. If you reassess or readjust some areas in your program, you can easily win back the loyalty of customers. Contact PRM Marketing Services Pte Ltd now and create a CRM friendly environment for your valuable customers!