Do you know your customers?
To implement a loyalty program, it is essential to have a database of your customers. But not one in which their name, address and phone number are written down; rather, one that allows you to really get to know them: who they are, what they buy, how they do it, how they pay, what preferences they have, how they like to be treated...
This is what is known as Social Information (or Social CRM ).
This data is essential and can be collected through forms on the website, product guarantees and queries made through after-sales service or customer service .
If you are a small company where these tools do not exist, it is also possible.
Start writing down things you know about your customers:
Your tastes.
Your usual purchasing volume.
The days of the week that come.
Products they always buy.
Those who never buy.
And also their summer vacation spot or the small business email list name of their children…
Create a disciplined system that allows you to create a database of the details you know about them.
Points, discounts, incentives and events
Now that you know your customers, you can find out why they are loyal (or likely to be loyal). Maybe it's price, or quality of service, or maybe it's brand image that they value. This information leads you to the next step: choosing the type of loyalty program.
There are companies that seek customer loyalty by appealing to their emotions. Others choose to reward their loyalty with discounts, gifts and promotions. It all depends on the type of business and, above all, the customer.
