They’ve said the words; they said they’re loyal and that they’ll never leave you. But is it true, will they really not find better offerings and benefits elsewhere? Luckily, NEXT Solutions is here to assist you in taking your customer relations and loyalty to the next level.
So how can you take your loyalty programme up a notch? By offering more than a loyalty programme, by offering a customer benefit programme. Offer your consumers solutions to their everyday needs, beyond what’s associated with your specific business. Having a well-managed programme in place can be an enormous asset for your business, but we know that it is easier said than done. So, what do you need to know about implementing an effective customer benefit programme?
The days of a one-size-fits-all solution has long since passed.
You need to understand who your customers are and what they want. Analyse the data you already have about your consumers thoroughly. Don’t stop there, set up surveys and ask your patrons to participate. The more you can learn, the better you’ll be able to design your programme. It is important to note that you need to continue conducting research. People’s needs and wants are organic and constantly changing, which is why your programme needs to be adaptable.
Bottom line: Get to know your consumers.
Don’t restrict the benefits you offer your customers strictly to your business. Look at all the different aspects of their lives and see how you can improve it. At NEXT, we’ve built years of relationships with different suppliers to enable us to deliver the services that customers need.
By opening your service delivery and support up to a larger area of your customers’ lives, they will be more inclined to continue making use of your services and continuously recommend you to others.
Bottom line: Look beyond what you see.
Ease of use
The on-demand economy enables consumers to demand that their needs are met immediately, in a manner that is convenient to them. As harsh as it sounds, if you can’t accommodate them, they will find someone who can.
Look at different communication avenues available such as social media, apps or live chat functionality, don’t just focus on a call centre. You need to remember that you should always deliver the same quality of service wherever you interact with consumers. If you feel that you are too thinly spread to deliver top-notch customer service on all these platforms, consider outsourcing these elements.
Bottom line: Get technical.
Let NEXT help make an honest business out of you. We have years of customer engagement and benefit programme experience, so you can rest assured that your customers will feel the love. Contact us today on 011 449 7045.