search.noResults

search.searching

note.createNoteMessage

search.noResults

search.searching

orderForm.title

orderForm.productCode
orderForm.description
orderForm.quantity
orderForm.itemPrice
orderForm.price
orderForm.totalPrice
orderForm.deliveryDetails.billingAddress
orderForm.deliveryDetails.deliveryAddress
orderForm.noItems
The new era of loyalty


37


But having an omnichannel loyalty


programme doesn’t just mean that customers can earn and redeem points online, in-store and on mobile. This is an essential piece of the puzzle, but it’s not the full picture. Omnichannel isn’t just about being accessible on every channel - it’s about being relevant on every channel. Every time a customer interacts with your


programme - whether it’s through a dedicated loyalty app on their phone, on a social network, or at the till, your programme should recognise who they are, what they’re doing and how this behaviour contributes to their lifetime value, sentiment and overall loyalty. This requires real-time customer insight - an


understanding of who your customers are, what they’re doing, and the context of their interaction. For example, where are they? How are they feeling about your brand? What are their goals? Modern loyalty programmes must be


personalised, frictionless and accessible at every touch point to create an engaging experience - and to today’s consumers, experience is essential.


NEW LOYALTY GOES BEYOND POINTS A customer’s loyalty isn’t based solely on programme membership. Consider the last time you joined a loyalty programme. It’s likely you made the decision to enrol because you could see some value in it - you liked the brand and could envision yourself shopping with them again. You’d already had a positive experience, loyalty was already beginning to take shape. A points / rewards programme encourages


loyal behaviours, creates positive emotions and deepens the customer-brand relationship - but it doesn’t initiate loyalty. Loyalty starts with the customer experience. Rather than faux “loyalty” based on transient


factors like price or convenience, retailers must seek to build true emotional loyalty - based on a deeper connection between brand and customer. To do this, the experience must be optimised at every touch point. And this isn’t limited to a customer’s


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72