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.
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