If today’s consumer, is going to spend time visiting a brick and mortar destination they expect a great customer experience. One way retailers have sought to create a better experience is through a customer loyalty program.
Think about your past few shopping experiences. When was the last time you weren’t asked if you’d like to sign up for a loyalty card or give your email address to receive special offers? It seems that every major retailer, from Target to Dick’s Sporting Goods, has a program of their own.
But do they work?
According to a recent survey by Oracle, just 32% of customers find brand offers relevant, whereas 58% of retailers think they’re providing customers with relevant offers. That’s a pretty big discrepancy.
But when you dig a little deeper there’s a catch.
When retailers take the time to make loyalty programs personalized, 87% of shoppers said they’re interested in participating.
The key takeaway: Customers find value in loyalty programs that improve their shopping experience and the best way to do that is by tracking customer data to provide a more personal connection with your shoppers.
Instead of blasting your customer audience with identical offers, create loyalty and drive repeat business by personalizing your offers and focusing them on what your shoppers care about.
Here are 5 ideas that we love to build a customer loyalty program that helps provide an exceptional customer experience:
Using data that tracks past customer purchases, give customers a first look at just-in product you know they’ll be excited about. Consider taking this approach to the next level by hosting an in-store preview event for customers to see new products first. Who doesn’t like to be treated like a VIP?
Reward loyal customers by offering services that enhance their shopping experience. RICS client Heyday offers complimentary gift-wrapping as well as a $6 flat shipping rate to entice and reward customer loyalty.
Keep track of customer purchases and let your customer know when they’re in need of a refresh. For example, RICS Client Lively Athletics has many customers who are runners and the Lively team uses customer data in RICS to track purchases and notify their shoppers when they may be ready for new running shoes. If they know their customer is an avid runner and they bought their shoes a year ago, chances are they’ll be due for a new pair and will appreciate the reminder.
Follow up with special customers in the form of a handwritten thank you for their business. It’s a small and simple gesture that won’t go unnoticed and will help set you apart from the Ecommerce shopping experience.
Based on customer spending habits consider offering personalized birthday promotions that offer a small discount or a free gift with purchase. Who doesn’t like a little birthday love?