Thinking of a Marketing and Loyalty direction for 2012 Take a quick glimpse for the latest trends
FOCUS Customer Retention and Loyalty Customer Aquisition > <
Customer Experience will beat Points and Rewards Reward points You have to Win ‘Me’ emotionally
Chief Experience Officer Chief loyalty Officer Chief Attrition Check Officer Some of the new positions likely to get created in organisations. Are you available?
Personalised Technology that can engage customer with a brand Technology which aims at personalizing the customer’s engagement with a brand will take the forefront while the one that delivers generic and invasive communication will be largely ineffective and eventually obsolete.
Social Media Engagement is MUST The proliferation of information, inventive methods of reach and ease of connect would make Social Media impossible to ignore.
Mobile is everything for the customer A mobile phone or its wiser cousin ‘the smart phone’ is the customers wallet, computer, camera, social hangout, a gaming device, mobile bank and yes a phone too. Use of location based services, m-coupons and m-loyalty will increase manifold.
E-commerce companies to look at coalition partnerships Specialized ‘Coalition Loyalty Programs’ addressing specific customer groups based on socials levels, activities and interests will emerge. E-commerce companies will need both internal programs and external coalition partnerships more than any other sector.
Experience Rewards The new age customer selection Customers would want their points and rewards to be redeemed for experiences (movies, events, spa, luxury holidays etc) rather than products
Privileges will win over discounts The importance of Freebies and offers will continue to dictate but it’s popularity might take a rude check. The same would have to be used cleverly and with guile. Barrage of discounts and offers for customer acquisition will not please the loyal customers; Privileges will win them over instead.
Bollywood Cricket Hollywood Soccer These and more will yet be the most exciting engagement platform for customers. Customer engagement platforms:
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