It’s no secret that loyalty programs help brands differentiate themselves from their competitors, but these programs themselves must evolve from their simple origins. In years past, a discount code, punch card, or points system was probably enough to keep many customers coming back. But that’s not the case anymore.
That means, to make changes that move the needle, you need to do more than add a few more perks to your loyalty program. It’s time to evolve how you think about loyalty programs and how they operate. Loyalty can make or break your business – both online and in store. So, if you haven’t started yet, it’s time to overhaul outdated strategies. It’s time to start anticipating shifting consumer behavior and integrating loyalty into all you do.
The first step in an evolved loyalty program? Integrate loyalty into everything you do — and every part of your company. Brands that implement a company-wide definition for engagement and loyalty success are already a step ahead of the competition. To do this, you need to focus both on technology and the human element of engagement and loyalty. When you un-silo your loyalty program and get your teams and employees on board (especially customer-facing employees), you can build a loyalty program that does more — for you and your customers.
To start, take a look at the buying journey for your typical customer. You may have dozens, hundreds, or even thousands of different touch points and points of interaction with this customer. Examine their journey, from start to finish, and find the interaction points with the most meaning. Then, focus on those points. With those touch points in mind, it’s time to implement what we like to call “design think.”
So, how can you get the data you need to gain insight into customers’ buying journeys? To be effective, you’ll need the right tools. Karrot has those tools. Your toolbox will need to include next-generation technologies, powered by AI and machine learning to capture and track data and analytics on every step of the buyer’s journey.
Leverage Karrot to enhance the customer’s experience, and you’ll likely see significant improvements in customer loyalty. In today’s market, it’s all about the customer experience.