So why don’t you show how grateful you are to these advocates too? Ever thought about a customer loyalty program for customers who have their heart for your service?
Yes? Good! It depends on your business scale as well as the nature of your market to build a reward program for faithful customers. However, whatever method or plan you’re going to apply, remember to put some personalization in it and make the reward special for your fans.
How? Let’s roll down and find out!
1. Who are your loyal fans?
Not everyone is your loyal fan. Not someone who visits your website twice a week. It also can’t be someone who buys from you once in a while then disappears. Then how can you define one customer as a frequent customer and know they love you?
First, your brand’s advocates buy from you often. They follow you close enough to know when you have new products release or a promotion program and come back for that. Second, if they don’t buy from any other brands that provide the same thing as you do, then they are your loyal fans too.
More importantly, many advocates aren’t affected by the product’s pricing. Like, they just like your brand and products, so if the price is a little higher than that from others, they don’t really mind. Lastly, loyal customers will go out their way just to be able to buy from you and refer you to their friends. Those are people who can’t stop saying “Yes” or clicking “Share this” button when you ask them to. They enjoy your product enough to be motivated to let their friends experience the same.
So, with those traits above, now look inside the customer’s data you got and find out:
- Who buy from you the most?
- Who love contacting your agents to ask for support with products the most?
- Who frequently mention you on social media with positive review?
- Who don’t mind waiting for the products to be in stock again instead of buying from other shop?
- … (add your measurements here).
2. 3 tips to reward loyal customers and make them feel special
Choose what to offer carefully
When it comes to saying “thank you” to your customers, don’t make it too ordinary and then throw it into your fan’s face. Be extra careful in selecting what kind of incentives you will reward your loyal customers. Shall it be a special coupon code for their purchase? Or a collecting points program and the points can be converted into gift or special service later? Should it be a free item?
It heavily depends on which niche market you’re operating in and what kind of relationship you’re going to nurture with customers to create a reward program for them. Many customers are not really into discount or coupon or other monetary reward because it’s too plain and has no impact on their memory. Something creative or unique often resonates better.
For example, an online baby and mum shop remembers its customer’s information like their baby’s birthdays and for those who have enough points earned from their purchases, they’ll have their baby’s special birthday party celebrated with other babies.
Additionally, don’t forget to take an eye on what your competitors are doing with rewarding customers and how much you can afford to spend on customer loyalty program.
Make it personal and fun
Don’t create a reward program that can be applied for all. Spring for it! Go extra mile and add personalization in your customer loyalty program.
Personalization can go at its full power with the customer’s information you collected – like, sending a loyal fan an email to offer them a gift on their birthday. Make sure you know their name and put it in your email. Make them feel like they’re the only VIP on the red carpet of your customer service.
If you could make the program so much fun to join, then go ahead and make your fans smile. They deserve that. How about making a game with the accumulating points after each purchase? Or use photoshop to turn your customer into a super hero as a way to say that’s how they are to you? Use your creativity to attract your fans!
Utilize social media
Here comes a powerful tool to make your customer loyalty program go viral. Spy on social channels on which your advocates are most active. Then create a special event for them which requires social account login/registration to join. Or, you can ask fans to refer a friend via Facebook or Twitter to add more points in their account, or just to win something special.
There are countless ideas with using social channels to pump up your brand’s appearance to non-advocates as well as prospective customers. For instance, The Tea Spot uses social media to go viral with a loyalty point program. This is how it works:
Normal customers might be hesitated to share something about a brand or a product on their Facebook’s wall. However for a loyal buyer, they don’t mind telling the world how great your company are and how they wish to share the same experience with their friends.
3. “Gratitude is the bridge to the heart”
Someone said that. It’s essential to provide amazing product and a brilliant customer service. And it’s also a matter of “grow or die” for business to create a lovable plus unforgettable customer loyalty program. With this article, you are ignited to make one for your own, aren’t you?
Make your customers happy and stay by letting them know how much you need them as well as how much you value them. That’s the final art of customer service.
Have you been running a customer loyalty program? Share with us your experience! If not, then save this article and prepare one NOW! Just comment below and I’m more than willing to help!
