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Building Loyal Customer Relationships: How the Loyalty Management Solution Keeps the Focus on the Customer

February 29th, 2016 Ashley Harbaugh No comments

A loyal customer isn’t just a statistic – she’s a valuable member of your company’s sales team.

A loyal customer doesn’t just make the purchases that contribute to your bottom line (although that is one of her most important contributions). She is an essential part of your marketing efforts.

She’s the one who, in casual conversation, urges her friends to stop by your store – and follows up to see if they did. She posts your products on her Facebook and Twitter, helping you build up organic SEO, as well as tap into new channels. Using your products in her everyday life is a walking advertisement in itself.

She promotes your brand, and your offerings – showing your appreciation is a surefire way to retain her help and support.

A loyalty program is a valuable tool for signaling your appreciation for a customer’s business, and for encouraging repeat purchases. The Loyalty Management Solution provides businesses with an end-to-end loyalty program management system, offering in-depth data insight and analytics.

Loyalty Tiers: Rewarding Different Levels of Engagement

Different customers have different levels of dedication to a business – some are casual, while others are diehard champions. Providing corresponding perks and benefits to each level helps businesses stay connected to those customers, and can create incentives for customers to engage even more. For instance, discussing the fantastic prizes that Platinum members receive can give the extra push to those Gold member customers to reach the next tier.

The Loyalty Management Solution enables businesses to set up as many loyalty tiers as they wish. In the system, a company can determine what actions are needed in order for customers to gain access to a specific tier (e.g. making x number of purchases; making x dollar amount of purchases, etc.). Also, each tier can have a number of rewards that are exclusive to that tier – for instance, discounts on purchases, free items included in purchase, etc.

Loyalty tiers allows segment customers and target promotions.

Loyalty tiers allow to segment customers and target promotions based on individual spending habits.

Marketing Campaigns: Keeping the Communication Open

If a customer doesn’t know all the wonderful rewards that are unique to her loyalty tier, then she won’t capitalize on them. Maintaining steady, worthwhile communication with loyalty program members is an important factor in keeping customers attached to their loyalty program.

Setting up marketing campaigns is easy in the Loyalty Management Solution – simply enter the details of the promotion, and then apply the loyalty tiers that the promotion is geared toward. There are no limits to a promotion’s parameters – it can be set up to run every day, or only certain days of the week; it can run forever, or only for a limited time; it can apply to all groups, or only select ones.

Marketing campaigns are targeted to specific customer segments.

Marketing campaigns are targeted to specific customer segments. This offer for 20 percent off to all customers that haven’t made a purchase in the last six months is available to the following marketing lists: “Contoso Re-Engagement,” “Female Frequent Customers,” and “Gold Members.”

To-Do List: Seeing Important Metrics at a Glance

Getting a clear understanding of a loyalty program’s operations and metrics is crucial to understanding successful activities and ones that need improvement. With the Loyalty Management Solution’s dashboard functionality, sales and customer service representatives are able to easily personalize their dashboards in order to view the metrics and activities that are most relevant to their job role.

Dashboard graphs and charts are updated in real time, allowing representatives to get the most accurate information right at their fingertips. The dynamic data in the charts also enable representatives to drill down to get a more granular analysis. By seeing their up-to-date activities and data instantly in one place, representatives are able to get a better idea of what actions need to be taken, and more clearly measure results.

Loyalty Analytics Dashboard.

Dashboards display important information at a glance. The above dashboard provides high-level, real-time information such as sales by promotion, top 5 sales by location, actual revenues by year, and more.

The Loyalty Management Solution is an important tool for developing loyalty programs, and analyzing their performance. For more information, please email loyalty@ignify.com.

Ashley Harbaugh is a Marketing Coordinator at Ignify – a Hitachi Solutions subsidiary. Ignify is winner/finalist of the Worldwide Microsoft Partner of the Year Award in 2014, 2013, 2012, 2011 and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing businesses in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.

Four Practical Ways to Earn Customer Loyalty with Loyalty Management

December 18th, 2015 Chelsea Cole No comments

The customer is always right – this basic decree is Customer Service 101. So what better way to ensure your business is running effectively than by tracking customer needs and strengthening your relationships with them?

The Loyalty Management Solution with Microsoft Dynamics CRM allows businesses to better understand shoppers and helps create programs that will actively engage customer interest. Read more to learn four helpful, practical ways the Loyalty Management Solution helps businesses bolster customer loyalty.

1. Unified Customer Profile Equals Better Customer Service

There are so many different ways people can shop today, making it extra important to have a system that can gather all customer information in one easy-to-access place. If a customer shops online, in-store, through an app, or all of the above, it can leave retailers with a fragmented view of that shopper’s preferences.

The best way to gain insights into customer patterns and preferences is to have a full view of each individual customer at your fingertips. The Loyalty Management Solution leverages Microsoft Dynamics CRM’s powerful database to help provide invaluable customer insights while providing the best possible customer service.

The Loyalty Management Solution database consolidates customer information into a user-friendly format.

The Loyalty Management Solution database consolidates customer information into a user-friendly format.

2. Customer Rewards Program

A surefire way to increase the lifetime value of a customer is to offer incentives for their allegiance. The Loyalty Management Solution provides full control of loyalty program creation, enabling businesses to develop the programs that best appeal to customers.

With the solution, you can dictate the terms you want your rewards programs to adhere to that fit best with your individual brand and goals. For instance, you can define a timeframe that the loyalty program will run, the types of rewards offered, the ways in which customers can earn and redeem awards, etc.

The Loyalty Management Solution enables businesses to configure loyalty programs however they wish. Types of rewards, loyalty program timeframes, redemption and accrual rules, etc. can easily be created in the system.

The Loyalty Management Solution enables businesses to configure loyalty programs however they wish. Types of rewards, loyalty program timeframes, redemption and accrual rules, etc. can easily be created in the system.

Tiered reward programs can also be easily created in the Loyalty Management Solution, allowing businesses to determine different rewards for customers across tiers, as well as rules for moving up tiers.

Tiered reward programs can also be easily created in the Loyalty Management Solution, allowing businesses to determine different rewards for customers across tiers, as well as rules for moving up tiers.

3. Comprehensive Reports and Analytics

The Loyalty Management Solution offers real time reports and analytics that allow businesses to keep up with changing trends and customer preferences. For instance, dashboards offer all-inclusive, graphical reports, providing up-to-date information on customer interactions that allow employees to reach out to customers more effectively.

Dashboards helps representatives visualize data with dynamic charts.

Dashboards helps representatives visualize data with dynamic charts.

Reports and analytics give businesses a full view of the different tasks and actions needed to be completed in order to improve performance.

Reports and analytics give businesses a full view of the different tasks and actions needed to be completed in order to improve performance.

4. Promotions and Enhanced Marketing

Now that the database has provided you with details about customer tastes as well as real time reports on the market, it’s time to parlay that information into an advanced marketing strategy. Marketing lists can be created based on a customer-centric demographic, brand preferences, and transaction history. Offering loyal customers special promotions and other marketing tactics is guaranteed to keep them satisfied and coming back, helping businesses to keep in touch with customers on a proactive basis.

The Loyalty Management Solution conveniently consolidates customer information in one place, so marketing strategies such as e-mail lists can be easily created and acted on.

The Loyalty Management Solution conveniently consolidates customer information in one place, so marketing strategies such as e-mail lists can be easily created and acted on.

The Loyalty Management Solution with Microsoft Dynamics CRM provides functionality that helps manage data, turn it into successful marketing campaigns, and provide customers better service and greater access to your brand.

If you would like more information about the Loyalty Management Solution, please email loyalty@ignify.com.

Chelsea Cole is a Proposal Writer at Ignify – a Hitachi Solutions subsidiary. Ignify is Worldwide Microsoft Partner in 2015, 2014, 2013, 2012, 2011, and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing businesses in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.

How to Protect Customer Loyalty with the Loyalty Management Solution

November 20th, 2015 Ashley Harbaugh No comments

The relationship between a customer and a business is no different than any other type of relationship. It requires connection and trust by both sides to keep running smoothly, as well as commitment. And if a customer doesn’t feel they are getting value, or don’t feel appreciated, then they have no qualms about breaking it off.

A loyal customer base is the core of a company’s business, and keeping them happy is a crucial way to maximize business investment.

An existing customer already understands what you offer, and what sets you apart from your competitors – you don’t need to spend the time and energy trying to convince them of this. With industry thought leaders putting new customer acquisition costs at four to ten times more than it takes to retain an existing customer, businesses can better protect their profits by protecting their customer loyalty.

And companies don’t need to take wild guesses about how to accomplish this. With loyalty management technology – such as Ignify’s Loyalty Management Solution – giving businesses insight into loyalty program members and their behavior, companies can more quickly identify customer needs and how best to serve them.

Check out three ways the Loyalty Management Solution helps companies provide the consistent, targeted engagement that cements customer dedication.

1. Create Personalized Offers

Loyalty program members want offers tailored to their specific circumstances – and the more tailored the offer, the more likely it will convert into a purchase.

The Loyalty Management Solution offers a centralized customer database that provides all relevant information pertaining to the customer. Merchants can include any type of data parameters they wish, such as a customer’s birthday, anniversary, age, preferences, etc. Also, the merchant can identify if the customer is connected to any other customers in the system (e.g., a spouse, a child), and can create offers based on that relationship.

The Loyalty Management Solution provides a comprehensive look at loyalty program member information

The Loyalty Management Solution provides a comprehensive look at loyalty program member information – from personal details, to recent issues, to recent loyalty transactions.

2. Create Loyalty Tiers

Exclusivity works because people like to be thought of as special, unique – not like everyone else. But interestingly, people also like being part of a group – a like-minded group helps validate choices and preferences, which can in turn be a powerful motivator.

By creating different tiers in a loyalty program (bronze, silver, gold, etc.), as well as specific rules for gaining membership into those tiers, companies are able to create both a sense of community, and a sense of distinction. Award tiers also give customers a goal – if they want the more exciting perks that are in the higher level, they have an incentive to complete the actions that enable them to do so.

The Loyalty Management Solution enables companies to easily create multiple loyalty tiers and input the criteria customers must follow in order to gain membership into the tiers.

Easily create different reward tiers and the criteria customers must meet in order to gain access to that tier. Also tie reward bonuses into tier membership

Easily create different reward tiers, and the criteria customers must meet in order to gain access to that tier. Also, tie reward bonuses into tier membership (e.g. customers who reach 1,000 points are labeled as Bronze customers, and receive a $10 gift card upon entry).

3. Measure What Works – and What Doesn’t

If a company doesn’t have any insight into what initiatives are successful and which ones aren’t, then they won’t be able to pinpoint the initiatives that are contributing to that success, and which ones are hindering it.

The Loyalty Management Solution provides in-depth analytics and reports on loyalty program activity, enabling companies to identify reward response rates, redemptions, accruals, responses to promotional campaigns, etc.

The Loyalty Management Solution dashboard is also an excellent way for sales reps to see, at a glance, loyalty program performance and trends in one place. These quantitative measurements provide businesses valuable data, which in turn helps guide companies toward developing loyalty programs that deliver popular rewards.

Dashboards are a helpful way to see a quick graphical overview of loyalty program data

Dashboards are a helpful way to see a quick, graphical overview of loyalty program data. As the dashboard graphs are dynamic, sales reps can simply click on the graph – or parts of the graph – to drill down further into the data.  

Creating a loyalty program that not only generates an initial attraction but also increases customer lifetime value is an important way to both give – and receive – value from customers. If you have any questions about how to leverage Ignify’s Loyalty Management Solution for loyalty program initiatives, please email loyalty@ignify.com.

Ashley Harbaugh is a Marketing Coordinator at Ignify. Ignify is winner/finalist of the Worldwide Microsoft Partner Award in 2014, 2013, 2012, 2011 and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing business in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.

The Top 6 Things that Undermine Customer Loyalty

October 14th, 2015 Chelsea Cole No comments

The main aspect that any retail business should be concerned with is customers. The goal is to attract new customers and retain the old ones, however customers today have so many choices it can be easy to make mistakes when it comes to retaining their loyalty. It is important to keep meaningful relationships with customers across multiple channels that will keep them loyal to your business. Ignify’s Loyalty Management Solution can give you insights into better understanding your customers that will prevent you from making the major mistakes that retailers often make. Because a retail business lives and dies on what their customers think of them, here are the top 6 things that undermine customer loyalty – and how the Loyalty Management Solution prevents them:

1. Focusing on the Wrong Customers

When it comes to marketing strategies and business processes, many companies strive to gain new customers. And while gaining new customers is important and good for business, it is also important not to neglect those customers that already exist. With a loyalty program, you can reward the customers that shop in your store and guarantee their continued patronage. Ignify’s Loyalty Management Solution enables businesses to offer different types of incentives in their loyalty programs, such as a points based program where customers earn rewards for money spent, or frequency of transactions. You can also offer special deals only for loyalty customers like BOGOs or discounts on birthdays. These personalized offers help create better relationships with existing customers and motivate them to make repeat purchases.

Key Functionalities Offered.

Figure 1: The key functionalities offered by Ignify’s Loyalty Management Solution.

2. Not Paying Attention to the Individual

Another way to give customers an experience guaranteed to please is by making it tailored specifically for them. The best way to show a customer that their loyalty is important is by having access to a 360- degree view of the customer so that you can be in tune with their individual needs. A fully rounded view can provide a next level in-store experience that shows you care about them as individuals. Ignify’s Loyalty Management Solution provides easy access to customer’s past purchase history, their profile and product preferences, their specific wish lists created online, and the specific products they might have browsed online. This information helps equip store associates for giving customers an unmatched, attentive shopping experience that will strengthen long-term loyalty.

3. Leaving Employees Out

Although customers are the main focus of a successful business, it is crucial to remember what makes a customer’s interaction with the business work: the employee. A company cannot prosper unless the employees are competent and happy. The quickest way to cultivate a disgruntled employee atmosphere is by making them work with out of date, complicated system software that they do not understand. Negligent employees will only lead to bad customer service and unhappy customers. Offer your employees an easy to use, helpful system that will allow them to convey the best possible customer service experience. The Loyalty Management Solution provides a full view of the customer and the tools employees need to leverage that view. Putting this type of knowledge and the right tools into your employee’s hands will inspire them to provide that best customer care possible. They will work better if they understand how to use an easy solution that exists in order to help them be the best that they can be.

Easy Access Using Tablet Devices.

Figure 2: Tablet devices allow Employee's easy access to customer information.

4. Incongruent Channels

What’s better than giving customers one channel to access your company? Giving them multiple channels. As customers’ tastes and preferences change they often want to seek out interactions across a multi-channel platform. While a multi-channel system is great for business it is even more important that all these channels are connected and in sync with one another. Disparate systems for each channel create a fragmented view of the customer. A CRM system helps consolidate all customer information and records. This way, if a customer that typically shops online decides to come into the store, representatives can still access their records and transaction history. A unified loyalty program that merges all channels will make sure that customers are receiving the best service and will help retailers have easily accessible customer information for any scenario.

Key Customer Service Functionalities.

Figure 3: Key customer service functionalities include case management, automated service process, and dialogs.

5. Inconsistent Communication with Customers

The best way to keep customers coming back is by making sure you are keeping up constant communication. If your business is on their mind, it will be the first place they look to when shopping. Ignify’s Loyalty Management Solution keeps a database with customer information and contact info so that you can give special treatment to loyal customers such as birthday greetings, reminders on sales, access to downloading apps, or special offers and deals. With this system, employees and representative have customer related information at their fingertips. It also provides a case management system with integrated knowledge base, call guides, escalation functionality, and more features that will provide better quality service and will allow you to keep in touch with those customers that are most loyal to your brand.

Create App to Track Customer Rewards.

Figure 4: Create an app for customers to track their rewards.

6. Fear of Advancement

All of the ways in which customer loyalty can potentially become undermined can be improved by talking one simple step, which is investing in your business by investing in technology. By simply implementing a loyalty solution you can improve customer service and loyalty be leaps and bounds. Even though this seems like a no brainer, many retailers can be hesitant about systems they don’t understand. Don’t let yourself fall behind and lose customers to your competitors. The Loyalty Management Solution is simple and helpful while resembling the Microsoft products you are already used to. The benefits of a loyalty system, and thus this particular solution, far outweigh the small effort it takes to implement this new solution.

Customer Profile Analytics and Reports.

Figure 5: See costumer profile analytics and reports.

Ignify’s Loyalty Management Solution strengthens relationships with customers, reduces total cost, and make disparate systems and channels come together as a well-oiled machine. For more information, please email us at loyalty@ignify.com.

Chelsea Cole is a Proposal Writer at Ignify. Ignify is Worldwide Microsoft Partner in 2015, 2014, 2013, 2012, 2011, and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing businesses in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.