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    Using Loyalty Marketing to Find, Engage & Convert More of Your Customers

    loyaltycircleWe know what you want...
    You want more customers to find you; you want to engage with them and remain front of mind; and you want to improve acquisition and retention rates, and increase customer spend. That is where loyalty marketing can help.

    What is CRM or Loyalty Marketing?

    Customer loyalty is fundamental to any business strategy providing a significant competitive edge and a highly effective business tool for increasing revenue. Loyal customers are not only a source of recurring revenue; they also become your brand advocates who share positive experiences with others, especially with the exponential rise in social media and mobile.

    It engages and rewards your best customers, building consumers' confidence and deepening engagement to provide more opportunities. They are effective at identifying the end-users of your products and continually gathering unique customer data that, when analysed, provides valuable insight into the behaviour and value of your customers.loyalty-info

    Loyalty schemes on average, improve company turnover by 5% and customer retention by 15%. Research also shows that consumers are much more active and engaged with mobile loyalty and rewards programmes than traditional channels with for example, ten times more coupon redemptions via mobile over email and traditional coupons.

    The basic benefits of using a loyalty programme to obtain customer information are summarized below:

    - Acquisition - Acquire new customers
    - Lift - Increase the spending of existing customers / shift spending to higher margin products
    - Retention - Improve the natural churn rate of customers
    - Winback – Reactivate lapsed customers

    Marketers should focus their attention on integrating four core marketing strategies to increase customer loyalty. Marketers that operate programmes integrating these approaches will see measureable increases in their rewards and loyalty programme —and a better lifetime value from their customers:

    1. Limited-Time-Only Promotions: Get customers onboard in store, (online or offline) with an effective promotional strategy (acquisition).
    2. Rewards for Purchase: Incentivise customers to repeat store visits and increase average order value (lift).
    3. Points-Based Rewards Program: Enrol customers in a simple points-based retention/rewards program that builds tangible value (retention).
    4. Rewards for Coming Back:Incentivise lapsed profitable customers to return (winback).

      loyalty-lifecycle

    Loyal customers directly impact company profitability and the following factors will help make your loyalty programme pay:

    1. Build a clear picture and profile of your loyal customers
    2. Targeting customer acquisition more accurately through relevance and personalisation
    3. Win back profitable customers that have defected
    4. Increase Share of Wallet and Customer Lifetime Value (CLV)
    5. Move customers up the higher margin spend bands
    6. Developing creative core offerings that can't be refused
    7. Build the conversation. Ultimate goal is to turn customers into advocates. Provide preferential treatment such as:
      • Loyalty-building 'added value' content
      • Customer-exclusive offers and promotions
      • VIP service
      • Exclusive previews of new product ranges, lines, styles, features, etc.
      • Invitations to competitions and prize draws
      • Engagement-building User Generated Content
      • Invitations to events
      • Refer-a-friend program
      • Renewal program
    8. Build real customer relationships based on relevance and through your conversations
    9. Influencing customer satisfaction levels and purchasing decisions
    10. Becoming truly customer-centric, multi-device and multi-channel
    11. Successful CRM (customer relationship management) and database management that can really create loyalty through personalisation and segmentation. Use demographic data to predict loyalty
    12. Use gift cards and store cards for loyalty
    13. Use the six Ps of customer loyalty marketing (Product, Price, Place, Promotion, People and Performance)
    14. Develop creative marketing communications that support web, mobile, tablet, social media and offline
    15. Automate the conversation, define measurement metrics and use analytics for prediction and evolution of campaigns
    16. Use geo-fencing and location based targeting for nearby customers
    17. Promoting the brand to build customer loyalty
    18. Raise customer satisfaction. Reducing customer churn and increasing customer satisfaction by 5% can increase profits 25%-125% according to Leading Edge of Chaos
    19. Create a mobile loyalty app with push notifications and in-app messaging
    20. Encourage, reward or incentivise loyalty members to share their experience via their social networks
    21. Never take loyalty for granted. Focus on integrity, which leads to trust and loyalty
    22. Create enlightening experiences and moments of customer delight
    23. When it goes wrong, make it right

    How We Can Help

    We are an experienced CRM and loyalty digital agency, combining strategy with innovation and end-to-end service delivery. With a deep understanding of customer behaviours, we use research and data to gain unique insights into customer goals, behaviours, expectations and preferences, which results in compelling loyalty propositions and effective engagement programmes that truly deliver results.

    And that is exactly where our 'FIND, ENGAGE AND CONVERT LOYALTY & CRM MARKETING STRATEGIES' provide the essential 'THINKING' that drives the 'DOING'.

    We're also an experienced mix of customer strategists, analysts, technologists and marketers who, as a team, are passionate about our clients and everything we do. Since 2003, our team has helped some big brands and businesses understand their customers and define clear strategic direction that seize the opportunities to acquire and retain more customers, reduce churn and see significant growth as a result.

    That's why we can consistently deliver results for start-ups to super-brands in the most competitive sectors in the world.

    Our services and expertise includes:

    • Customer Segmentation Models
    • Competitor Analysis
    • Data Analysis & Modelling
    • CRM & Loyalty Ecomms Strategy
    • End to End Service Delivery
    • Multi-Device, Multi-Channel
    • Email Marketing Campaigns
    • Social Media Campaigns
    • SMS & Mobile Campaigns
    • Loyalty Mobile Apps
    • iBeacons, Proximity & Geo-Fencing
    • Vouchers, Offers & Rewards
    • Marketing Automation
    • Benchmarking & Analytics

    Marketers should focus their attention on integrating four core marketing strategies to increase customer loyalty. Marketers that operate programmes integrating these approaches will see measureable increases in their rewards and loyalty programme —and a better lifetime value from their customers:

    1. Limited-Time-Only Promotions: Get customers onboard in store, (online or offline) with an effective promotional strategy (acquisition).
    2. Rewards for Purchase: Incentivise customers to repeat store visits and increase average order value (lift).
    3. Points-Based Rewards Program: Enrol customers in a simple points-based retention/rewards program that builds tangible value (retention).
    4. Rewards for Coming Back: Incentivise lapsed profitable customers to return (winback).

    Loyal customers directly impact company profitability and the following factors will help make your loyalty programme pay:

    1. Build a clear picture and profile of your loyal customers
    2. Targeting customer acquisition more accurately through relevance and personalisation
    3. Win back profitable customers that have defected
    4. Increase Share of Wallet and Customer Lifetime Value (CLV)
    5. Move customers up the higher margin spend bands  
    6. Developing creative core offerings that can't be refused
    7. Build the conversation. Ultimate goal is to turn customers into advocates. Provide preferential treatment such as:

    ·         Loyalty-building ‘added value’ content

    ·         Customer-exclusive offers and promotions

    ·         VIP service

    ·         Exclusive previews of new product ranges, lines, styles, features, etc.

    ·         Invitations to competitions and prize draws

    ·         Engagement-building User Generated Content

    ·         Invitations to events

    ·         Refer-a-friend program

    ·         Renewal program

    1. Build real customer relationships based on relevance and through your conversations
    2. Influencing customer satisfaction levels and purchasing decisions
    3. Becoming truly customer-centric, multi-device and multi-channel
    4. Successful CRM (customer relationship management) and database management that can really create loyalty through personalisation and segmentation. Use demographic data to predict loyalty  
    5. Use gift cards and store cards for loyalty
    6. Use the six Ps of customer loyalty marketing (Product, Price, Place, Promotion, People and Performance)
    7. Develop creative marketing communications that support web, mobile, tablet, social media and offline
    8. Automate the conversation, define measurement metrics and use analytics for prediction and evolution of campaigns
    9. Use geo-fencing and location based targeting for nearby customers
    10. Promoting the brand to build customer loyalty
    11. Raise customer satisfaction.  Reducing customer churn and increasing customer satisfaction by 5% can increase profits 25%-125% according to Leading Edge of Chaos
    12. Create a mobile loyalty app with push notifications and in-app messaging
    13. Encourage, reward or incentivise loyalty members to share their experience via their social networks
    14. Never take loyalty for granted. Focus on integrity, which leads to trust and loyalty
    15. Create enlightening experiences and moments of customer delight
    16. When it goes wrong, make it right

    How We Can Help
    We are an experienced CRM and loyalty digital agency, combining strategy with innovation and end-to-end service delivery. With a deep understanding of customer behaviours, we use research and data to gain unique insights into customer goals, behaviours, expectations and preferences, which results in compelling loyalty propositions and effective engagement programmes that truly deliver results.

    And that is exactly where our 'FIND, ENGAGE AND CONVERT LOYALTY & CRM MARKETING STRATEGIES' provide the essential 'THINKING' that drives the 'DOING'.

    We’re also an experienced mix of customer strategists, analysts, technologists and marketers who, as a team, are passionate about our clients and everything we do. Since 2003, our team has helped some big brands and businesses understand their customers and define clear strategic direction that seize the opportunities to acquire and retain more customers, reduce churn and see significant growth as a result.

    That’s why we can consistently deliver results for start-ups to super-brands in the most competitive sectors in the world.

    Our services and expertise includes:

    ·         Customer Segmentation Models

    ·         Competitor Analysis

    ·         Data Analysis & Modelling

    ·         CRM & Loyalty Ecomms Strategy

    ·         End to End Service Delivery

    ·         Multi-Device, Multi-Channel

    ·         Email Marketing Campaigns

    ·         Social Media Campaigns

    ·         SMS & Mobile Campaigns

    ·         Loyalty Mobile Apps

    ·         iBeacons, Proximity & Geo-Fencing

    ·         Vouchers, Offers & Rewards

    ·         Marketing Automation

    ·         Benchmarking & Analytics

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