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The Kangaroo Rewards Blog

Make your customers smile with tips on rewards programs, customer retention, and commerce in general.

How to Improve Customer Loyalty and Satisfaction

Improving customer loyalty can be a tricky process, but there are many marketing strategies to increase customer loyalty and ensure the success of your business. If your company wants to enhance the customers’ overall experience with your business or brand and leave them satisfied with their purchases, you should definitely consider implementing a customer loyalty marketing platform if you don’t have on yet! You can make things easier for your customers by utilizing customer loyalty management software or establishing a customer loyalty rewards app that provides an incentive for one-time shoppers to turn into repeat customers and loyal ones to engage and interact with your brand on a continuous basis. Here are few more ideas on ways to increase your customers’ lifetime value through loyalty. 

Improve the Customer Experience

One of the biggest influencers in whether a customer is loyal to a brand is their experience with the company. The “secret” to satisfying your customers isn’t actually a secret—you just have to provide them with a good experience overall. This means having good customer service and support, as well as a quality products or services. In fact, up to 80% of American consumers are willing to pay more for a better customer experience. When you’re confident that the services you’re providing are top-notch, you won’t have to worry about losing your customers to competitors; of course provided you keep them upbeat with your brand.

Points-Based Rewards Program

A points-based customer loyalty program will encourage customers to keep on coming back to your company, and urge them to choose you over a competitor. For example, if a customer knows they need to amass 100 points with your program to get 10% off their next purchase, they’re more likely to choose your store, over a competitor, because they know they will be rewarded for their decision compared to if they spent their money elsewhere on a similar product or service and got nothing in return. 

Utilize Data to Analyze Customer Loyalty

Using customers insights to better understand their behaviour allows you to analyze customer loyalty, and identify areas for improvement in your business. When studying a customer’s character, companies take into account demographic data such as their name, age, gender, and marital status, and behavioural data which includes how the customer has interacted with your brand in the past. Psychographic information like their opinions and moral values on certain things, as well as their buying preferences can also be assessed to get a better idea of who your customers are and how they can be better targeted to improve their experience with your brand.

Relevant Offers to Targeted Customers

Contrary to what some might think, sending out an e-mail blast to their entire customer base with a generic offer isn’t the best strategy to inspire loyalty. It comes across as impersonal and isn’t very attractive to customers. Instead, trying a more tailored approach such as making exclusive offers on certain channels. For example, offering a limited time only Valentine’s day discount for married or engaged customers. This will give the promotion an air of exclusivity, and encourage more people to become members of your program and consent to receiving SMS or email alerts so that they don’t miss out on any special offers.

Social Media Referral Tool

Social media is one of the most powerful tools that customers have access to, and businesses should leverage its potential and use it in their marketing efforts. Keep in mind that a customer’s satisfaction with your brand extends beyond just their experience in your stores —creating a truly unique customer experience includes engaging customers on different platforms, such as on social media. Having a social media referral tool will make it easy for customers to reach out to their friends and family, and let them know that you’re a company with quality products and services that can be trusted. 

Build a Broader Relationship with Clients

A good customer loyalty rewards program creates a broader relationship with customers that extends past just processing transactions and offering customer support. Broadening your relationship with customers will foster a better sense of trustworthiness among customers, and show them that you actually care about the services they’re receiving. It doesn’t take much to extend customer relationships—doing something as simple as forwarding a relevant article to them can work to foster a positive relationship; some refer to this technique as “Drip Campaign” which is a very effective way to strengthen your bond with your customers. 

Take Customers’ Advice 

Companies should collect customer feedback on a regular basis, and encourage consumers to send in their opinions on new and existing policies. It costs money to hold focus groups and distribute surveys, but it costs next to nothing to address the feedback you receive on a regular basis. When analyzing the feedback, if you find that there are certain problems that seem to be reoccurring, it could be a sign of an underlying problem in your company that needs to be addressed.

Build Customer Loyalty with Kangaroo's Customer Loyalty Marketing Platform

If you’re looking to launch a customer rewards program to inspire loyalty and satisfy customers, check out Kangaroo Rewards’ loyalty platform and loyalty program software. Our platform can help you attract, engage, and retain customers in an automated way, with minimal effort and at an affordable cost. When you start leveraging your own customer database, you’ll be amazed at the results—Kangaroo Rewards helps you engage your customers and foster better customer experiences. Contact us today to request a live demo and learn more about how we can help you launch your customer loyalty program.

Written by Kangaroo Rewards on Friday October 13, 2017

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