How To Win Over Disloyal Customers For Your Business
Acquiring new customers is much more expensive than retaining existing ones. Once a customer has made their first purchase, it’s essential to nurture repeat visits if businesses want to see a strong return on investment.
Inviting customers to become a part of your brand through a loyalty programme is a great way to create an emotional bond, rather than a solely upholding a transactional relationship. Building these connections instil customer trust and brand loyalty, ensuring that businesses can win their customers for life.
Using loyalty to your advantage
There is little loyalty in rewards programmes these days. The average number of loyalty programmes that middle class South Africans belong to is 9. That means your loyalty programme is already entering a competitive market. With inflation and the increased cost of living, it’s no wonder that customers are looking to optimise value by jumping between programmes. So how do you set your business apart and up for success?
How can you inspire more loyalty with the customers of tomorrow?
1. Be transparent
Loyalty programmes aren’t designed with consumers in mind. What you see isn’t always what you get, certain loyalty programmes are misrepresented resulting in distrust from the customer. The more specific and honest your business is about what and how the reward programme in place happens, the happier your customer will be. Data privacy is a growing concern for consumers. Be honest about data collection and how it’s being used to enhance their customer experience.
2. Get personal
Behind the screen is a person. Customers want to be treated as individuals and not as users, accounts, or prospects. It can be something as simple as offering a birthday discount to adding someone’s name on an email. For your business to be able to connect and reward customers, you need to know what they want and predict what they’ll need. Customers want personalisation and those who take up personalised offers spend more.
3. Go digital
According to a study that BrandMapp and Truth conducted, 76% of consumers still prefer swiping a card to earn points and 27% of consumers prefer using an app. The rising power of digital usage is an indicator that this figure will only increase in the future. With a digital loyalty app, it’s easier to track customer habits and predict their needs while simultaneously upselling products for your business.
4. Pick the right loyalty programme
Loyalty programmes aren’t one-size fits all. It’s important to pick a programme that aligns with your brand objectives and offers high-value returns to your customers. There are points based or stamp based loyalty programmes. You also have the option of customising your loyalty programmes with a custom-branded loyalty app with white label solutions.
Partner with a professional
Whether you want easy, effortless and effective customer rewards or your own custom branded loyalty app, Yoyo has a number of products and services for any business. We do all the hard work so you don’t have to. To offer your customers the world’s most rewarding buying experience, get in touch now.