Loyalty Customer Touchpoints

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Imagine your loyalty program as a journey. We want to guide members from

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initial discovery to

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becoming passionate advocates. By focusing on key interactions, leveraging

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technology,

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and providing exceptional experiences, you can build a thriving loyalty program

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that drives

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customer satisfaction, repeat business, and advocacy. Here is the seven-stage

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framework of key

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customer touchpoints and the corresponding loyalty milestone opportunities to

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grow loyalty

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programs. Create awareness and inform non-members about the loyalty program

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through in-store

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signs and e-commerce integration. Leverage QR codes, store associates, text

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messages, mobile apps,

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and retail media networks to clearly present your program's value. Invite the

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shopper to become

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a member at the checkout by integrating loyalty into the POS and utilizing APIs

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on product descriptions

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and cart pages. Shoppers are most likely to become members when they are

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executing a transaction.

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Create a frictionless enrollment experience by optimizing the sign-up. Keep the

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member profile

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short and sweet. With progressive profiling, you will collect more information

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as the program

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creates more value. Then, activate your new member with a personalized welcome

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in-app notification,

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email, or text message. Capitalize on the excitement with exclusive benefits or

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discounts. Use every

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member interaction as an opportunity to build deeper profiles to convert the

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member to a repeat

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purchaser. Leveraging progressive profiling balances the lift and ensures you

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aren't asking too

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much from a member who is not invested yet. Convert members with their first ur

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nable transaction

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to move them to the engaged stage where you use deep insights for nurturing.

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Make it very clear how

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many points they will earn. What their tier is and how they can redeem on

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future purchases.

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Based on purchase, profile, and preference information, use your member data to

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create personalized

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messaging to be delivered across channels. Encourage repeat purchases by

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leveraging the member profile

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to deliver individualized recommendations and campaigns. Repeat nurturing and

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reciprocating to

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gather more insights to feed personalized recommendations. Use loyalty

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attributes to trigger

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automation from your email, SMS, or app management software for a seamless

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loyalty nurture strategy.

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With engaged members, tier-based programs incentivize increased purchase

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frequency

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and average order value. Grow your member lifetime value through cross and up

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selling.

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Integrate your product management system to create product-based offers based

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on past purchase

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behaviors and use basket analysis to identify the next best product

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recommendation. Turn

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members into advocates after the third purchase they are more likely to share

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their experience

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with friends and family. It's easy for members to share when they connect their

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social profiles

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to their member profiles. Make it simple for them to give reviews right from

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their member dashboard

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and reward referrals with refer a friend functionality. And thank your members

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for their advocacy

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by recognizing and rewarding them at every customer touchpoint. Members who

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feel appreciated

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and have their status recognized will continue to stay active. Next, encourage

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your members to redeem

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their points through rewards, vouchers, gift cards, donations, experiences, and

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more. The goal

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is to create a cycle of earning and redeeming that keeps shoppers shopping.

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Realign and retain

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inactive members with personalized offers and recommendations. Use your data to

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understand what

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they really care about. When loyalty is integral to the customer life cycle,

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marketers can drive real

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business results. Annex Cloud makes it easy to create a customer's centric

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loyalty program that

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attracts, activates, engages, and grows your members. Learn more today, visit

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AnnexCloud.com.