Who All at a Company Should Enlist Customer Loyalty
Businesses running
loyalty programs are often faced with the question that, ‘who all should
participate in enlisting customers to their loyalty program?’
There is not one
answer to it, but an ideal way would be to have all the employees participate
in one manner or another and be connected to your Loyalty Management Software, so that they can be rewarded for their efforts.
Loyalty of customers
is not achieved by just enrolling them in the loyalty network database.
It is important to
offer good products and services at good prices and address pain points of
customers to satisfy them and turn them into loyal customers.
Here’s how various
people at your company can contribute to gain customers’ loyalty.
Product managers and
merchandizers
Merchandizers need to
understand preferences of customers and produce and stock inventory to support
that. They can get user preference data from the Loyalty and sales software.
Customers are likely
to return to a store they know will have the kind of goods and services they
are looking for. Customer basket size can also be increased by offering
complimentary products.
Sales and operations persons
Sales associates at
an outlet or service business should offer good services like buying
suggestions, easy returns, help in understanding the merchandize, and
addressing other pain points.
Feedback on customer
service can be taken through your Loyalty Management Software.
A satisfied customer
is more likely to return. Customers also feel more confident in recommending a
merchant to others when they themselves have received good services.
Marketing
Marketing team should
strategize a loyalty program that benefits both company and customers. The
program should be attractive and engaging to ensure that a high rate of
customer retention is achieved, customer basket size is increased and more
referrals are gained.
Marketing team should
create ads and other promotional collateral to educate customers regarding the
loyalty program and how customers can get maximum benefits from it.
Marketing team should
also send promotions and offers to loyal customers to bring them back to the
store.
The marketing message
should be customer-oriented.
Cashiers
When customers make
payments, that is the time to pitch about the loyalty program and help them
enrol in the same. Customers should be able to enrol and avail benefits at the
point of sale.
Besides these
prominent profiles, all business decisions should be taken and services and
products should be delivered to satisfy customers and gain their loyalty and
advocacy in the long run.
Also, your Loyalty
Management Software should be accessible to all the involved employees to
gain user data and feedback. This helps in optimizing future offerings.
Comments
Post a Comment