The perfect customer loyalty program provider should be able to answer your questions, meet your needs, and manage any hurdles that present themselves along the way from concept to implementation and beyond.
Now that you have determined what you need in a customer loyalty program (and if you haven’t, we have a previous blog that can help – find it here) you will likely want to choose a provider to help you with the final design, implementation, and management of the program. There are several things to consider, based on what you know about your audience, budget, and business objectives. The perfect customer loyalty program provider should be able to answer your questions, meet your needs, and manage any hurdles that present themselves along the way from concept to implementation and beyond.
Catherine Walts, Xceleration’s Marketing Manager, believes your approach starts with making the program as unique as your business and your customers.
“Your vendor should be willing to tailor the program to meet your goals,” Walts says. “A ‘canned’ or ‘one-size-fits-all’ approach isn’t good enough. To stand out, your program must authentically reflect your brand and meet the needs of your unique customer base.”
Your program – and the provider making it happen – must also be responsive to your needs and to your customers’ demands. Ask if your prospective vendor will respond to participants’ questions and issues in real-time and just how they will respond – email, text, phone? Is their customer service available 24/7, and – this is important – can they respond and fix problems in multiple languages, if necessary?
Finding a provider with a program that can reach and respond to your entire clientele is critical.
“If your customer base is global, you’ll want to ensure your vendor can translate and execute in multiple languages and currencies,” Walts says. “At Xceleration, we work constantly to understand and adhere to data protection/privacy laws across the globe and to understand how to make a program culturally relevant in other countries.”
Once your program is up and running, it’s not enough for a provider to just monitor the process. A world-class customer loyalty program is a living, breathing thing that must be adapted and advanced as your industry, product, brand, clientele, or program goals change.
“This is a process based on lots of ‘test & learns,’” Walts emphasizes. “Xceleration goes on this journey with you and helps you test and refine your approaches to meet your goals. Creative, strategic thinking, from your account team and leadership is critical here.”
Last but not least, your perfect customer loyalty program should provide you with the data and information you need to determine its success and let you know where it might need to be tweaked. It should provide you with this data when you need it – in regularly scheduled deliveries or on-demand. Ask a prospective provider if these reports are customizable or if someone from your account team needs to gather the information and send it to you. The right program and partner will provide the information you need without making you go look for it.
Your investment in a quality customer loyalty program is no small consideration – ask questions and choose carefully. Xceleration has been in the business of motivation, retention and engagement across the globe for two decades. Our programs are unique, adaptable and responsive. If it’s time for you to launch a new customer loyalty program, or improve the one you currently have, don’t hesitate to contact us.