loyalty management basics
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Loyalty Management Basics by Serhan ErogluTRANSCRIPT
Loyalty Management Basics
SERHAN EROGLU
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There is a big difference between a satisfied customer and a loyal customer.
SHEP HYKEN
Agenda
Loyalty Business Model
Why Loyalty Management Needed?
Keep in touch with your customers!
Elements of a Loyalty Promotion
Types of Loyalty Promotions
Loyalty Business Model
The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed.
Why Loyalty Management Needed?
Customers can leave anytime! Dissatisfaction
Other Opportunities
Better benefits
Cross-sell and Up-sell
Keep in touch with your customers!
Set up a communication CEM
CRM
Sales
Know their histories Behaviour monitoring
Transactions
Sentiment analysis
Build a loyalty system Rewards, campaigns, etc.
Elements of a Loyalty Promotion
Promotion Rule Criteria Attribute
To compare to a value Action
Simple rules are set
Types of Loyalty Promotions
Admin Promotions Accruing and Redeeming points based
Tier Promotions Changing segments of customers based on gained points
Reward Promotions Flyer miles campaigns, etc.
Base Promotions Simple rules are set
Eligibility Promotions No actions, determine the eligibility of the customer
Thank you...