What Customer Loyalty Means To Me!

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This document contains prompts for a customer survey about loyalty including a recent positive customer experience that increased loyalty, favorite rewards perks, things that could decrease loyalty, favorite smartphone apps, an in-store experience that created a positive impression, brands that appeal to the customer, situations where the customer feels valued, and how the customer would ideally improve rewards programs.

Marketing

If I could wave my magic wand to
improve consumer rewards programs,
I would..

1. Evangelism. Customers who love your product will sell more than your sales team. 2. Transparency is everything. The more customers know about who they are buying from, the more likely they will return. 3. Listening. Social media has created a dialogue between brands and consumers. 4. Empathy. Show your customers that you really care about their feedback by responding and apologizing when necessary. 5. Messaging. Learning how to speak the same language and tone as your customers is worth its weight in gold. 6. Benchmarking. Measuring success which is gauged through your customer's happiness is the only real goal. 7. Timing. Timing is everything, especially in business. Seasonality of purchasing, issues with store hours, etc. 8. Happiness. Gaining tangible approval through the success of your business and the sharing of happiness to your customers. Learn more at ReviewTrackers.com

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For years I have been told that with millennials it’s all about shopping online. It’s true that they do shop online, but that doesn’t mean that they have stopped shopping in bricks-and-mortar stores. In fact I have noticed that buying in bricks-and-mortar store seem to give them a very different emotional shopping experience. Most of the time they come home without having bought anything but still happy after a great time with friends. Sometimes, they come home with a less good feeling as many stores delivers at the best a neutral emotional experience. So how can it be that they still enjoy bricks-and-mortar shopping?

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