Fashion brand Lively is an example of a loyalty programme that makes its most loyal customers feel special. It rewards its members with points on their birthday, when they refer a friend and if they follow Lively on social media. You don't need to be a big brand to set up a customer loyalty programme - just print some paper punch cards or use a simple digital loyalty app, and you're ready to go. Find out how to create great customer experiences that build loyalty, improve word-of-mouth promotion and increase revenue.
Despite having a smaller portfolio than the larger hotel chains, the renovation had a big impact, with Hyatt reporting higher sales growth and customer satisfaction. A staggering 89 companies say that customer experience is critical to driving customer loyalty and improving customer retention. Listening to your customers is important not only for your loyalty programme, but also for improving the entire customer experience and building a loyal fan base. By adding VIP levels for the most loyal customers, a company can increase the loyalty of existing customers and attract new and less engaged ones to interact more with the brand.
But in this remote world, companies have to try new ways to establish an emotional connection with customers so that people feel a sense of warmth when they think of their brand. If a customer has always been a dress shopper, you could target them with discounts on accessories to get them to shop in another section of your shop. The simplest and probably the most popular loyalty programmes use a points system, i.e. customers earn loyalty points every time they shop at the brand.
Bank of America's Preferred Rewards programme offers customers cash rewards when they spend money in the category of their choice and use their debit or credit card at national retailers, restaurants and other businesses. This and other benefits of good customer relationships should make any business invest in customer loyalty. Gamified loyalty programmes encourage future purchases by making the process of earning points more fun and keeping customers engaged. This customer loyalty programme allows Uber users to earn points that can be used to redeem a range of rewards, ranging from meals to miles.
Most loyalty programmes have the common goal of retaining customers, increasing their lifetime value and showing their appreciation. As a relatively new brand, facing serious competition from dessert alternatives, Fruce used a loyalty programme to reward loyal customers and encourage repeat purchase. When a customer is loyal to a particular brand, they are not easily swayed by availability or pricing.