Customer loyalty is a fundamental aspect for every operational activity, be it B2C or B2B.
Customer loyalty today means a structured and complete process with which businesses can take care of their customers, anticipate, understand and meet their needs, providing full assistance at each touchpoint in order to maintain and increase their customer base.
How many times has it happened to each of us to have a problem with a product or a service and not being able to get any responses despite sending emails to customer support, filling out social media posts or calling toll-free numbers? Today, the management of omnichannel customers - due to the continuous multiplication of touchpoints - has become even more complex and requires an integrated strategy.
It becomes mandatory then, when we talk about customer management and loyalty, to refer to a business philosophy that puts the customer at the center of attention to understand their needs and anticipate their needs through the use of enabling technologies. Technology represents the key tool to facilitate the development of customer knowledge, with the aim of building loyalty, creating long-term value.
However, Customer Loyalty is only one of the building blocks of all the elements that refer to customer management and policies related to the world of CRM. Without the existence of structured and shared processes, in all business departments, all lead generation policies are likely to become useless. It is not enough to attract new customers from time to time, it is necessary to ensure a more lasting collaboration, and this is possible only through the creation of a series of loyalty processes, so that the customer always decides to choose us, despite the presence of competitors and/or a higher price.
The creation and launch of a customer loyalty program is a complex project that requires the analysis of a multiplicity of elements in order to optimize returns on investments and at the same time obtain customer loyalty. One of the tools that is most used int he retail world to generate loyalty policies is fidelity cards or loyalty cards that exploit the opportunities offered by gamification. It should be noted, however, that the mere presence of a fidelity card does not guarantee the customer’s loyalty, especially if the loyalty card in possession is linked to a product that does not ask for continuous and repeated purchases.
The approach offered by E-Business Consulting in creating loyalty projects is not only to provide a magnetic card for the "owners" to have, but to offer an integrated tool to improve and stimulate continuous dialogue with customers and to gain trust by stimulating spending habitual through modern digital technologies.
Are you interested in learning more about customer management and loyalty? Call E-Business Consulting for a free consultation.