You have a customer loyalty program, so you’re off to the right start! But now it’s been implemented and you’re seeing the value in its performance, you’re probably thinking, “Now what?” We get it, you want to see your customer loyalty program perform to the best of its ability. And now that your business is scaling, you want more tools to boost conversion, engagement, and retention.
As much as it’s very important to promote customer rewards, more and more companies are implementing other loyalty marketing features to help complement those efforts. Though not every tool will be right for your business, it’s important to review your options. That being said, here are the top five features to help you boost retention and really make your loyalty program gain value.
We now live in an age of distraction where customer attention is at an all-time low. Consumers aren’t trusting traditional advertising as much and believe peer reviews are the most trusted source. That means user-generated content is a pivotal tool for conversion. So by opening up the discussion with Q&A, visual commerce, and product ratings, you’re organically building out your community and fostering a group of brand advocates. Not only does it help your awareness grow, but you’ll see an increase in ROI, an increase average order value, and a decrease in customer turnover.
It’s so very important to spread your brand’s message across as many channels as possible. Whether it be products on your website, in-store signage, or through email marketing efforts, building consistent branding with a strong omni-channel presence has proven to be a more effective strategy. Annex Cloud has a unique approach to omni-channel, some tactics include integrating your POS system for in-store purchases, creating a custom loyalty app, and even retrieving customer insight with the its data receipt aggregator. According to Nielsen, Americans spend an average of 11 hours per day engaging with various media, including television, internet, radio, and other advertising. With that much media consumption, brands must diversify and find balance among their marketing channels.
Though this ties back into your user-generated content strategy, visual commerce allows you to create brilliant product galleries featuring your own customers. Consumers often feel that staged and advertised photos aren’t as relevant to their lives. They like seeing similar people with similar interests using similar products. Visual Commerce channels with targeted tags bring all of these products together into one aesthetically pleasing gallery. You can also tie this in with your loyalty program by rewarding points for users who add images with those products. This influences your consumers to share more content, which creates more brand trust within your community. You can then use those catered product galleries for your website, email, and social media campaigns.
We said it before and we’ll say it again, consumers trust peer recognition over traditional sources of advertising. And for that reason, it’s very important to use your most loyal customers as brand ambassadors to their friends. By building a program that gives personalized incentives to your customers and their friends, you’re opening up an entirely new market for your products. Referral marketing helps you expand your customer base at a minimum cost to you. According to Huff Post, those referred customers will have on average a 25% higher lifetime value compared to non-referred customers. Make the most out of your network by implementing referrals into your loyalty program.
How your brand embraces tech can be the difference between success and failure in retail. It’s so important to offer data integrations to give your potential customers the best user experience possible. If they have difficulty purchasing from you, they can find a similar product with a better UX somewhere else. Tools like social login are huge because not only are you helping the customer buy, but you’re now gaining significant insight into their social behavior. Other features like single sign-on and registration as a service help eliminate data gaps and keep your customer data safe. All of these add-ons create stickiness between you and the customer, which turns into brand loyalty over time.
Optimizing the performance of your customer loyalty program is crucial, and adding features that complement those efforts can be the major differentiator. Annex Cloud builds custom solutions for user-generated content, referral marketing, and omni-channel loyalty. Regardless of if you already have customer loyalty with us, we can help you lower cost of acquisition, cost of retention, and build a community around your brand. If you have any questions about UGC or referral marketing, contact us for a complimentary consultation!
Loyalty Designed for Authentic and Brand Driven Experience Commerce with insights from e.l.f. Cosmetics