The Basics of Having A Customer Loyalty Program

by | Dec 28, 2013 | Automate Support, CRM, Customer Support

It seems as if every business, from major big-box retailers on down to mom-and-pop ice cream parlors, have some sort of customer loyalty program. These programs can take many forms. It can be a card swiped at the register at the time of purchase that gives a discount. It can be a “buy 10 cones get the 11th free” card, where the card is punched every time a purchase is made. In short, the sky is the limit with these programs, so let’s take a closer look at them.

When you’re looking to implement such a program, be sure that the customer gets their reward as soon as they sign up. Give them that first card punch, or a discount right there on the spot. A recent study demonstrated that customers are more likely to participate in a reward program if there are different levels of it, such as a silver or gold level. The increased participation will more than likely come from members in the higher up groups. For better or for worse, people like pecking orders. The last bit of advice we want to impart about loyalty programs goes back to word choice, and language. Don’t just refer to customers in the program as “members,” give them some positive, loyalty-inspiring name, such as “Preferred Customer” or “VIP.”

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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