This document discusses the evolution of loyalty programs from being transactional to transforming customer relationships. It argues that most current programs are struggling because they focus too much on transactions and rewards rather than enhancing the customer experience. The document provides several examples of more transformational programs that build appreciation, help customers, provide random acts of kindness, and disproportionately reward best customers. It concludes that future successful programs will need to prioritize understanding individual customers better in order to shift from simple transactions to truly transforming the customer relationship.
Loyalty programs are an important marketing lever in their own right, and can accelerate the value from other channels as well. While loyal customers have always driven the bulk of revenue (and profits), trends are creating a mandate for more sophisticated loyalty marketing. Loyalty marketing capabilities and delivery mechanisms continue to evolve as a result, getting more rich but also more complex to manage. Are you asking the right questions about your loyalty program?
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
BoonYah Loyalty Program and Customer Acquisition MarketingDr. Keith Webb
BoonYah's Loyalty Program uses the latest advancements in iBeacon, Geo-Fencing and Trigger-Based marketing to put your customer retention and acquisition on autopilot.
Loyalty programs are an important marketing lever in their own right, and can accelerate the value from other channels as well. While loyal customers have always driven the bulk of revenue (and profits), trends are creating a mandate for more sophisticated loyalty marketing. Loyalty marketing capabilities and delivery mechanisms continue to evolve as a result, getting more rich but also more complex to manage. Are you asking the right questions about your loyalty program?
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
BoonYah Loyalty Program and Customer Acquisition MarketingDr. Keith Webb
BoonYah's Loyalty Program uses the latest advancements in iBeacon, Geo-Fencing and Trigger-Based marketing to put your customer retention and acquisition on autopilot.
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
Gamification Benefits to Rewards/Loyalty Programstalktalk
Rewards/loyalty programs are proven to rapidly gain and significantly retain customers, increase faster repeat revenues and accelerate customer engagement.
Gamification adds to the concept of user engagement process and offers new dimension to both customers and staff. Here's #10 - 10 – Future trends in gamification changes the paradigm of customer engagement farther and faster than other means – game theory and artificial intelligence techniques will drive future customer engagement programs. Simulations of all kinds will be used internally to motivate staff and customers alike. Designing of games will evolve as part of nearly all business operations making the job of the job more efficient , effectively and certainly more fun.
How to Improve Your Loyalty Program
Refresh yourself on new trends and why loyalty programs are important. Whether you’re just starting out with a customer loyalty initiative or you recognize that the one you already have needs reworked, this presentation will provide valuable insight into where your next steps should be.
Who is Customer Insight Group, Inc.?
Customer Insight Group is a leader in building brand loyalty for the world’s most influential and valuable brands. We help companies engage, keep and grow more profitable customer relationships. We leverage customer insight to deliver the right message to the right customer via the right channel at the right time. The bottom line is we focus your marketing dollars to get the biggest bang for your buck. The result? Long-term customer relationships and maximized margins.
More Resources:
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
Loyalty eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Loyalty Program Audit: http://www.customerinsightgroup.com/don%E2%80%99t-enter-battle-customer-loyalty-unarmed-audit-your-loyalty-marketing-strategies
Striata Mobile Loyalty Programme Summit 2016Striata
What is Customer Loyalty? What are the aspects of great loyalty programmes? How can the Power of Email assist? Find out more on myths busted and insightful stats in the email space along with Customer Lifecycle Communication Processes. By Ross Sibbald
Bank Loyalty Programs: What it Takes to Earn Customer Loyalty
Every brand seeks to build loyalty among its customers, and banks are no exception. In fact, banks wish to foster a great deal of loyalty. In addition to checking and savings accounts, today's banks hope that consumers will open retirement accounts, and borrow money to purchase cars and homes from them.
Today's bank loyalty programs are based on the idea that customers should be rewarded for their entire relationship with a bank. This strategic approach to fostering customer loyalty creates revenue cross – and up-sell activities, retention, increased sales, resource efficiency, and drivers the acquisition of new customers.
While the upside of customer loyalty is great, getting loyalty and customer engagement right is a tricky recipe. These 7 tips can help ensure you are successful.
The (Ugly) Truth of the Loyalty Point Program: What Marketers Say VS What Cus...Digital Alchemy Limited
The loyalty point program is largely adopted by marketers and customers, but are you sure your customers see it the same way as you do? Come and find out how “what marketers say” could be different from “what customers hear” as well as the truth behind it!
Visit our website for more details and to subscribe to our eNewsletter
http://www.digitalalchemy.asia
Let’s connect…
http://www.facebook.com/DigitalAlchemyLimited
http://twitter.com/Digitl_Alchemy
http://www.youtube.com/user/DigitalAlchemyPtyLtd
http://www.linkedin.com/company/digital-alchemy
http://plus.google.com/109695231036450612270/posts
http://instagram.com/Digitl_Alchemy
Don’t forget to follow our SlideShare channel for more content in the world of database marketing!
10 Reasons Why You Need a Digital Customer Loyalty ProgramPassKit
Get started at https://loopyloyalty.com/.
Loopy Loyalty allows you to design your digital loyalty card, manage your campaign with custom tools, and even includes an app to stamp your customers' digital cards.
Get the app here: https://itunes.apple.com/us/app/loopy-hd/id945301614
Customer centricity marketing masterclass in LisbonMichael Leander
These are slides from the Marketing Customer Centricity Masterclass in Lisbon, Portugal. Organized by Mediapost Portugal and presented by Michael Leander with Antoine Blanchys.
8 customer loyalty program ideas to keep customers happy in 2019FellaFeeds
Customer Loyalty Program is when you provide your customers with rewards in exchange for the desired action. To curate a loyalty program you should know the science behind it.
It basically works on two principles i.e. reward and reinforcement. You simply provide your customers with rewards in exchange for the desired action. This results in a pleasant experience which influences the customers to keep engaging in that same activity.
A well-designed Customer loyalty program can boost your restaurant business but despite the obvious benefit, this program might not be for everyone. Why? Check out!
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
Gamification Benefits to Rewards/Loyalty Programstalktalk
Rewards/loyalty programs are proven to rapidly gain and significantly retain customers, increase faster repeat revenues and accelerate customer engagement.
Gamification adds to the concept of user engagement process and offers new dimension to both customers and staff. Here's #10 - 10 – Future trends in gamification changes the paradigm of customer engagement farther and faster than other means – game theory and artificial intelligence techniques will drive future customer engagement programs. Simulations of all kinds will be used internally to motivate staff and customers alike. Designing of games will evolve as part of nearly all business operations making the job of the job more efficient , effectively and certainly more fun.
How to Improve Your Loyalty Program
Refresh yourself on new trends and why loyalty programs are important. Whether you’re just starting out with a customer loyalty initiative or you recognize that the one you already have needs reworked, this presentation will provide valuable insight into where your next steps should be.
Who is Customer Insight Group, Inc.?
Customer Insight Group is a leader in building brand loyalty for the world’s most influential and valuable brands. We help companies engage, keep and grow more profitable customer relationships. We leverage customer insight to deliver the right message to the right customer via the right channel at the right time. The bottom line is we focus your marketing dollars to get the biggest bang for your buck. The result? Long-term customer relationships and maximized margins.
More Resources:
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
Loyalty eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Loyalty Program Audit: http://www.customerinsightgroup.com/don%E2%80%99t-enter-battle-customer-loyalty-unarmed-audit-your-loyalty-marketing-strategies
Striata Mobile Loyalty Programme Summit 2016Striata
What is Customer Loyalty? What are the aspects of great loyalty programmes? How can the Power of Email assist? Find out more on myths busted and insightful stats in the email space along with Customer Lifecycle Communication Processes. By Ross Sibbald
Bank Loyalty Programs: What it Takes to Earn Customer Loyalty
Every brand seeks to build loyalty among its customers, and banks are no exception. In fact, banks wish to foster a great deal of loyalty. In addition to checking and savings accounts, today's banks hope that consumers will open retirement accounts, and borrow money to purchase cars and homes from them.
Today's bank loyalty programs are based on the idea that customers should be rewarded for their entire relationship with a bank. This strategic approach to fostering customer loyalty creates revenue cross – and up-sell activities, retention, increased sales, resource efficiency, and drivers the acquisition of new customers.
While the upside of customer loyalty is great, getting loyalty and customer engagement right is a tricky recipe. These 7 tips can help ensure you are successful.
The (Ugly) Truth of the Loyalty Point Program: What Marketers Say VS What Cus...Digital Alchemy Limited
The loyalty point program is largely adopted by marketers and customers, but are you sure your customers see it the same way as you do? Come and find out how “what marketers say” could be different from “what customers hear” as well as the truth behind it!
Visit our website for more details and to subscribe to our eNewsletter
http://www.digitalalchemy.asia
Let’s connect…
http://www.facebook.com/DigitalAlchemyLimited
http://twitter.com/Digitl_Alchemy
http://www.youtube.com/user/DigitalAlchemyPtyLtd
http://www.linkedin.com/company/digital-alchemy
http://plus.google.com/109695231036450612270/posts
http://instagram.com/Digitl_Alchemy
Don’t forget to follow our SlideShare channel for more content in the world of database marketing!
10 Reasons Why You Need a Digital Customer Loyalty ProgramPassKit
Get started at https://loopyloyalty.com/.
Loopy Loyalty allows you to design your digital loyalty card, manage your campaign with custom tools, and even includes an app to stamp your customers' digital cards.
Get the app here: https://itunes.apple.com/us/app/loopy-hd/id945301614
Customer centricity marketing masterclass in LisbonMichael Leander
These are slides from the Marketing Customer Centricity Masterclass in Lisbon, Portugal. Organized by Mediapost Portugal and presented by Michael Leander with Antoine Blanchys.
8 customer loyalty program ideas to keep customers happy in 2019FellaFeeds
Customer Loyalty Program is when you provide your customers with rewards in exchange for the desired action. To curate a loyalty program you should know the science behind it.
It basically works on two principles i.e. reward and reinforcement. You simply provide your customers with rewards in exchange for the desired action. This results in a pleasant experience which influences the customers to keep engaging in that same activity.
A well-designed Customer loyalty program can boost your restaurant business but despite the obvious benefit, this program might not be for everyone. Why? Check out!
Employee Rewards Programs: The Formula for Successful RewardsTom Daly
Matt Lundy is co-owner of Rewarding Events & Incentives (REI), a full service incentive agency specializing in the creation and fulfillment of programs to motivate and reward employees, customers and distribution channels. for achieving specific goals. Rewarding Events & Incentives was recently announced as one of nine SBA award winners in Louisiana for 2009 .
A graduate of St. John’s University in NY, Mr. Lundy is very active in the local business community, serving on the Boards of both the Jefferson and River Region Chambers of Commerce, and is a member of HRMA New Orleans, the Louisiana Technology Council (LTC), the St. Charles Business Association and Entrepreneur’s Organization (EO).
The presentation will cover how you build a budget, common mistakes and how to avoid them, selecting the right reward option for your program and more.
This is a presentation I made at the Loyalty summit in Mumbai in India. Please note that videos have been removed.
It's focus is on how we can use gamification and digital strategy in developing stronger customer experiences and lasting customer loyalty
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
The customers overall commitment to the brand or service, in part because of an emotional attachment to that relationship, and the consistency of the brand that ensures an elite level of trust between the brand and the consumer.
This white paper is focused around the way companies are redesigning their approach to loyalty, as traditional rewards programs fail to address customer expectations in terms of convenience, speed, and relevance.
In a world where we are always logged in and customer loyalties can switch with a few taps on a mobile phone, leading brands are rethinking the entire experience they deliver to their most loyal customers, in order to make repeat purchases a habit.
Our research, based on an analysis of 40 leading brands, examines how experiences designed to increase loyalty are evolving now and into the future.
This is an overview of the products/services available from Sunrise Promotions, Inc. If a customer or employee acquisition and retention program is what you need, look no further. We're here for you if you need new clients, happy customers & productive employees. www.1spi.com
7 Reasons to Have a Continuous Loyalty Program for Your Business.pdfRewardPort
A continuous loyalty program is a marketing strategy that rewards customers for their loyalty to a particular business by offering them incentives and perks for making repeat purchases or engaging in other actions that benefit the company.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
EngageMint 2022: Loyalty Program - Worth the effort?WebEngage
The topic of retention is incomplete without discussing customer loyalty. It increases profits, improves sales success and allows for sustainable growth. Nitika Khanna, CRM Head, Trell, talks about how customer loyalty nuances play a role in retain existing customers, attract new customers, reduce turnover and drive profits.
This session covers:
- Building a loyalty program from scratch
- Wins and learnings of running a loyalty program
- How to reward customer behaviour to drive conversions
About the speaker: Nitika is a multidisciplinary marketing professional. She's previously worked in Foodpanda/Foodora, Truecaller, Nykaa to scale and build CRM functionalities to reach each and every users and is currently, building the Marketing Strategy for India's biggest Lifestyle & Commerce App, Trell
Find the speaker here: https://www.linkedin.com/in/nitika14/
About EngageMint:
Hosted with love by WebEngage, EngageMint is a platform that brings together marketers and product managers from across Asia, passionate about one thing - giving their customers the ‘aha’ experiences they deserve. At EngageMint, we strongly believe that by equipping professionals with the right strategies, we can initiate a massive shift in the way businesses think about growth, product experiences, customer retention, and everything else in between.
All our sessions are hand-curated and deep-dive into each aspect of user engagement and retention. So all you have to do is take notes and implement these learnings as soon as you get back to work! More details: https://webengage.com/engagemint/
WebEngage is a new-age Retention Operating System, a single suite for marketers to store user data, provide actionable insights, and orchestrate omnichannel campaigns by leveraging user insights to provide a hyper-personalized end-user experience.
The platform helps brands drive more revenue from existing customers and anonymous users across 10+ communication channels. WebEngage goes above and beyond a marketing automation platform and powers the user engagement for thousands of enterprise brands worldwide, working across several industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. The key clientele includes marquee brands like HUL, Bajaj Finserv, Unacademy, ALT Balaji, MakeMyTrip, Zivame, Firstcry, and many more.
----------------------------------------------
To know more about WebEngage, visit - https://webengage.com/
Book a demo with us:
https://webengage.com/campaign-lp/request-a-demo/?utm_source=youtube&utm_medium=social&utm_campaign=engagemint2022&utm_term=nitikakhanna
To know the latest insights on customer retention and marketing automation worldwide, follow us here:
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EngageMint 2022: Loyalty Program - Worth the effort?
Courting Loyalty Template Version
1. Loyalty Programs – From Transactions to Transformation!
Kartikeya Kompella – Lowe Lintas
2. The Era Of Acquisition
A growing economy with a large population
Consumption oriented growth booming
Acquisition the name of the game
Retention / loyalty – not a focus area for most
But Loyalty Programs Are Important !
3. How Do Loyalty Programs Help ?
If 80:20 is true and it is, then it’s too much of a risk to
take
Competition is eyeing your customers and vice versa
Customers can defer purchases
Happy customers – give good referrals
4. A Rash Of Loyalty Programs
Loyalty programs - sprouting up at every corner
The energy and focus required for loyalty programs - seem to
be lacking
Leading to largely undifferentiated programs
An evolutionary phase ?
5. Loyalty Programs Are Struggling
Colloquy Loyalty Census : The average U.S. household
has signed up for 14.1 loyalty programs, but only
participates in 6.2 of them (44%).
Low awareness - Lintas survey
6. Why Are Loyalty Programs Struggling ?
They just don’t touch customers
Transactional
Predictable
Lack relevance
7. Loyalty Programs Defined
Loyalty programs are structured marketing efforts that
reward, and therefore encourage, loyal buying behavior —
behavior which is potentially of benefit to the firm
Repeat purchase – the proof of loyalty
Hypothesis: The greater the joy a program provides, the
greater consumers’ willingness to repeat purchases
8. Two Ways Of Running Programs
The transactional approach – build your programs around a
set of transactions – points, birthday cards
The transformational approach – build your program
around the customer
9. If you ran a program for your most important customers ….
‘You’d want to enhance the relationship’
11. Transactional Programs
Most programs in India are points based
A ready model can lead to incrementalism / lack of
imagination
Lends itself easily to transactions
12. Driving A Program Through Points
Points – a welcome freebie but not a relationship
enhancer in any manner
You can spoil the best relationship by making it
purely transactional
Driving a program only through points takes away
the magic
15. Build Appreciation
Crossword does book readings
Levis runs a special edition clothes and accessories
that money can’t buy
Tanishq factory visits help customers know more
about the product and the craft
16. Help Customers
Add a product to a service and vice versa
An apparel brand can offer fashion stylist
services
An airlines can offer airport bookstore coupons
17. Random Acts of Kindness
Everyone loves a pleasant surprise
Predictability leads to expectations
Need to be spontaneous
Hyatt’s Gold Passport – free breakfast or drinks on
the house
18. Reward Disproportionately
Redemption gives some joy
Most points go unredeemed
The toss up - give points to all your customers and have a
majority unredeemed or reward your main customers
disproportionately
19. Keep Rewards Attainable
Ista Hotels
After the 4th visit, free upgrade to a suite
After the 6th visit, free two day stay
20. Customer Knowledge
Knowing what a customer wants to buy and when can
convert a sale into a service
Make conversion or sale become more fun or rewarding
22. The Background
The STD PCO business in the early-to-mid 2000s was largely
a BSNL monopoly
Touchtel, an unknown private player had a tough challenge
Even in booths where Touchtel managed to get a presence,
loyalties – and revenues – were divided
With margins more or less at par (with BSNL), a stronger
differentiator was needed
Pokisham, a loyalty program for STD PCO customers was
launched in this backdrop
23. Program Construct
Points based program
1 basic point for a net billing of Rs.100
Greater reward for greater loyalty – 1.2 points for ‘exclusive’ STD
PCOs
Additional rewards for length of association – tenure bonus points
in line with no. of years with Touchtel
Bonus points for meeting specific targets/ achieving milestones
Green token lucky draw – tactical promotions – win
consumer durables
Red token lucky draw – win a car
Programs for the family – movies, drawing competition
24. Redemption and Rewards
Customers could redeem their points against a host of
merchandise – jewellery gift vouchers, white goods, holiday
packages etc.
Additionally lucky draws conducted monthly and quarterly
Program culminated with a gala ceremony where customers
were invited with their families
Rewards and prize distribution
Lucky draw for one mega bumper prize
Variety entertainment, food and beverage
25. What Made It Special ?
Excitement, spontaneity was a part of the program design
Completely customer centric
Involvement across the team starting with Senior Mgt
Family involvement brought in pride
28. The Future
Programs will continue to proliferate
While companies will analyse data better – this may not
help consumers
As more brands question their loyalty programs – programs
will become more customer centric