As Kobie celebrates our 28th anniversary, we looked back and put together a list of 28 loyalty tips and tricks we’ve learned over the years.
Some of our advice is timeless, while others are part of the current loyalty landscape. Keep reading below for insights and strategies that you can apply to your loyalty and customer experience journey. If you want to learn more about specific topics, simply click on each link!
- Construct a robust financial model
- Know what a loyalty program can and cannot do for you
- Understand that keeping it simple for the customer may not always be simple for the marketer
- Keep it fun
- Be sure to know the major opportunities for program gaming or fraud
- Optimizing program liability has to start with program design
- Consider co-creation to build engagement opportunities
- Don’t write off a fee-based loyalty program
- Consider a multi-tender approach
- Focus on curation over quantity
- Alignment is key
- Understand your customers may span across multiple segments
- Make a memorable experience for you customer
- Use your community to make a difference
- Connect with your best customer
- Make it personalized for your specific market
- Think beyond designing just for the average customer
- Create a seamless extension of your brand
- Determine optimal customer contact frequency
- Listen to your customers
- Create moments that matter at every touchpoint
- Think beyond ordinary, integrate new technology innovations for your brand
- Leverage hidden assets as program benefits
- Keep up to meet the ever-changing expectations
- Make sure to consider more than just customer acquisition
- Use information as a reward
- Make your customer the hero in a B2B environment
- Understand when customers could feel betrayed by a program transition
Building and improving your loyalty program should be a priority and one of the most important aspects for your brand. Remember, it’s not always about the major projects and financial straining commitments, sometimes it’s the little things that matter most. If you’re interested in learning more about how to design, build, support or optimize a loyalty program email us at info@kobie.com.
