If you want to build a great relationship with your customers, a customer loyalty program has proven to be an effective approach. It is excellent if you plan to retain your customers for a long time. However, what’s next once you create the loyalty program? How do you use it to establish that fruitful relationship with the customers? If you have no idea, no need to worry because this article got your back. Let’s take a look at how to sustain and improve customer relationships through customer loyalty programs.
- Gather Feedback from the Loyalty Program Members
Listening to what your customers have to say about your products and services can be quite insightful. Assuming that they love them 100% simply because they keep coming back is unfair. That’s why it would be wise to hear from them directly. Create a survey that gathers details about user experience when consuming your product or service.
That alone is enough to make your customers happy and even more loyal. They feel that their opinions matter, and that’s something consumers appreciate. Implementing changes requested makes them even happier, and that builds the relationship between you and them perfectly.
- Offer Various Rewards
When it comes to rewards, how diverse are they? As much are many companies reward the customers based on how much they spend, they may be surprised to learn that it hardly matters. Most people value the experience the reward brings more than its worth. Don’t keep rewarding your loyal customers the same thing over and over again. Instead, diversify the goodies and, in other cases, give them a choice.
Besides making the experience great, aim to personalize it as well. Local experiences are also highly appreciated, and it also helps you establish a great relationship with the community. Under such circumstances, building relationships with customers is realized with much ease.
- Appreciate the VIPs
Loyalty differs from one customer to the other. Identify the ones that are the most loyal customers and thank them by rewarding them. Make an effort to understand and know them since they are frequent visitors to your store. That’s a segment of your customers you can’t afford to overlook or even lose.
You can get to know them by hosting events often. During the events, learn their names and much more about them. Once they feel appreciated, they will also reward you with being loyal. Otherwise, your loyalty program will not be much different from gifts, bonuses, and discounts offered by most stores.
One key component of a healthy relationship, in general, is communication. How do you ensure that you sustain and improve the one you have with your customers if you don’t communicate with them? That’s where a newsletter comes in. Use it to update them about new things concerning your store. After all, unlike the case of family and friends, it might be hard to communicate via texts with your customers, most likely because they are many, and that can be overwhelming.
Yes, loyalty programs are incredible, but you will have to make an extra effort. It is not enough, and you need to do the above things to sustain and improve the relationship you have with your customers.