The presence of digital technology has clear benefits both for individuals and the business world. This technology dramatically creating new ways for companies and customers in touch. Companies need to understand their customers in order to respond to customer needs better than their competitors do. For some businesses, it makes the
customer loyalty program becomes more important. Because it can be the glue between the digital world with the offline world.
Unfortunately, in some cases the program through the digital channels do not "connect" with a customer loyalty program. Some companies move their loyalty programs from printed format to digital format in the form of online coupons, email, and mobile applications. But often this is underpinned by a passion for cutting costs, not to build closer relationships with customers.
Not only that, sometimes switching formats because the program was also conducted offline loyalty program does not run properly. However, if the pattern of communication that is wrong, transferred to any format still will not change things. Digital technology opens up many opportunities, but if you can not use it well will not be any good.
Digital technology is more than just a means to save costs, a new business unit, or tactics. Customer data or company-owned loyalty program will be more profitable if the company is able to think strategically about the role of digital in building a customer-oriented business.
Customer loyalty programs should be regarded as a key platform for growth companies. Digital technology is a tool to do so. There are five digital solution that can support a customer loyalty program.
Provide Data
Customer data is one advantage to be gained through loyalty programs. Mechanism Digital is now able to produce this data without the need for a separate infrastructure. A number of significant data if taken properly and combine it with existing data will help companies understand customers and improve communication in order to meet their needs.
Insight gained from the site or social media can help companies to understand customer buying motivation. Unfortunately many companies who have a website consider this channel as a complement and not forget that there is new data that can be taken from there. So change the way we look to the digital channels, and we will get a pleasant surprise from there.
New Mechanism for Dealing with Customers Anytime, Anywhere
Customers have many options and opportunities to connect with anyone in the digital universe. Therefore very important to expand loyalty program strategy into digital channels. That way companies can maximize the opportunities to connect with customers in ways that are most relevant.
Provides Digital Data to Traditional Media Channels
Digital technology opens up many opportunities in the media that were previously closed. Data of digital media at the individual level allows us to see the target customers that match the specific communication channels. Not only that, the data also allows us to make measurements that connects online data with offline sales data to understand the effectiveness of the media. With the partnership between online and traditional media, we can take measurements and obtain a clear ROI. Is not that what we've been looking for?
Digital Payment Solutions
Some businesses have released an e-wallet, and some have created their own way of transaction. On the one hand, this program can be a threat of disinter mediation loyalty program, but on the other hand also opens up opportunities. Customers simply bring a wallet (with a lot of cards in it). However, with so many cards you have, the customer will probably forget the programs that we offer. Therefore, the presence in the minds of customers is the key. Digital payment solution would be preferable, but in order to succeed you have to keep your brand top of mind of customers, both in terms of awareness and confidence.
Strengthen Confidence
New channels, new data and new service providers to add complexity for companies to manage data and customer preferences. This is compounded by the issue of personal data security is increasingly a concern of customers. Beliefs and values into the key relationships with customers, especially if they have to share personal information to companies.
Therefore, companies should be able to transparently about the security of personal data and be honest about the value provided to customers. Loyalty program is a tremendous platform in strengthening and maintaining trust. You do this by providing value through the shopping experience.
The philosophy and approach to loyalty will always be a competitive advantage which is owned company that makes it valuable in the eyes of customers. Hence loyalty programs should not be removed from the priority simply because there is a new digital toy more sleek. The program should be seen as a key platform to drive growth and connect the online and offline, both for companies and
customers.