Learn how to transform your loyalty program into a powerful customer acquisition and retention tool. This video outlines a 7-stage framework that guides members from initial discovery to becoming passionate advocates.
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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.