Personalised experiences beyond points
Personalisation and customer-centricity are phrases regularly bandied around when discussing customer loyalty but what do these mean and how do they translate into a customer loyalty strategy and programme and why is it important?
Let’s break it down
Personalisation is defined as the action of designing or producing something to meet someone’s requirements. In the context of business, it means creating customer experiences that truly meet customers’ needs and expectations.
Customer-centricity is the approach businesses use to provide positive customer experiences.
Why is personalisation important?
91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. – Accenture.
This statistic from Accenture put into perspective the importance of personalisation to customers. For brands, using a customer-centricity approach ignoring personalisation is a huge mistake. However, incorporating it into a customer experience strategy will aid retention, increase data capture (legitimately) and boost growth.
What does personalisation look like?
In real terms, Personalisation is the right offer, reward, promotion, communication, and messaging to the right person via the right channel or customer touchpoint, at the right time, in-store or online. Understanding customer segments and tailoring your loyalty offers and communications to them is key to achieving true personalisation.
Highly personalised customer experiences, using customer data, are difficult for competitors to replicate. According to Mckinsey, a positive customer experience is hugely meaningful to a retailer’s success: it yields 20 per cent higher customer satisfaction rates, a 10 to 15 per cent boost in sales-conversion rates, and an increase in employee engagement of 20 to 30 per cent.
Coming soon to AzpiralPRO, Reserve and Redeem offer, this offer not only provides customers with another option to spend their loyalty points, but it also allows customers to choose a product (from a predefined list) they would like to reserve as part of the offer.
Offers like Reserve and Redeem facilitate a qualitative type of data collection through a loyalty programme, empower customers to make their own choices and tailor their experience, leading to greater one-to-one personalisation, customer experience and customer loyalty.
To learn more about Azpiral’s Reserve and Redeem offer, please contact firstname.lastname@example.org
Or request a demo