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5 confessions about long-term customer loyalty


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The long-term customer loyalty is desired by marketers, yet many of them drive customers away with their “shackles” program instead of doing “loyalty” program. Check out this deck to understand customers better and find out what truly make them stay with you longer.

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Published in: Marketing
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5 confessions about long-term customer loyalty

  1. 1. ABOUT LONG-TERM CONFESSIONSCONFESSIONS customer loyalty customer loyalty marriage
  2. 2. The changes in consumer behaviour and social change are intertwined.
  3. 3. We are living in an age where more and more people are against long-term commitment.
  4. 4. CONFESSION Same as the customers. MEMBERSHIP CARD
  5. 5. CONFESSION1 I don’t feel the need to stay loyal to you. “
  6. 6. Today’s customers are against long-term commitment and are less likely to be loyal to a brand.
  7. 7. Marketers need to adapt to this change in order to make them stay.
  8. 8. You should offer me what I want, even though I don’t tell you what it is. “ CONFESSION2
  9. 9. Customers have become more demanding and there are more competitions to win them over.
  10. 10. In order to keep them, you have to find out and provide them with what they want.
  11. 11. CONFESSION3 Your point program doesn’t create long-term loyalty, but rather shackles. “
  12. 12. Shackles and customer loyalty are different. reserved Since 2010
  13. 13. Even though you’ve got them in your program, it doesn’t mean they will be loyal to you. reserved Since 2010
  14. 14. “The longer it takes to get my rewards, the more I lose interest. CONFESSION4
  15. 15. Customers are less patient towards deferred gratification, as the perceived value of a reward declines exponentially over time.
  16. 16. The longer it takes to redeem a reward...
  17. 17. The longer it takes to redeem a reward... the less influential that loyalty program is. O VER
  18. 18. CONFESSION5 Treat me right every day and I’ll stay longer. “
  19. 19. Instant gratification allows customers to win more frequently, MON TUE WED THU FRI SAT SUN
  20. 20. MON TUE WED THU FRI SAT SUN even though the rewards are smaller… Instant gratification allows customers to win more frequently,
  21. 21. “…resulting in customers becoming more engaged and more likely to stay with your brand.
  22. 22. Life is not a destination... but a series of short-term wins.
  23. 23. ? How do you plan to make your customers WIN today
  24. 24. WANT TO LEARN MORE about database marketing and Digital Alchemy? Drop your contact info here and we’ll keep you updated. Your Email Address FIND OUT why instant gratification matters when it comes to long-term loyalty, watch the full video by Regan Yan here