Will customers stick with you if you convince them to join your loyalty plan? Start pushing your existing plan – or get cracking to create one – to keep more customers.
About 53% of customers are more likely to stay loyal to a company if they’re part of a loyalty plan, the Accenture Global Consumer Survey found. That’s up about 3% from the previous year.
Researchers suggest the best programs aren’t just about rewards for each transaction. Yes, a loyalty plan can have that feature, but it should also include:
- ways to connect with customers outside of each transaction. Try regular email newsletters or tips to increase the life of their products or services on their invoices)
- tailored experiences. Customers in loyalty plans are saying they want to know your company better than others. So get to know members better. Invite them to fill out a “favorites” list to accompany their accounts so agents can cater to those likes. Regularly reach out to them based on their favorites, rather than wait for their orders or questions.
