When implemented correctly, a loyalty program is a great way to build relationships with your existing customers and consequently increase sales. As you select a platform for your loyalty program, consider the following questions:
Does the platform integrate with my point of sale (POS) system? To preserve a smooth customer experience at the point of sale, confirm that the loyalty program platform you select integrates with your POS system. This will ensure that points earned from purchases will automatically be added to each customer’s loyalty account versus you having to manually add them to the loyalty program platform after every transaction.
How will my customers sign up for my loyalty program? Some platforms allow customers to sign up in-store through a tablet or point of sale (POS) system, while others allow sign-ups through a website or mobile app. Consider which of these channels will be most convenient for your customers and be sure the platform you select offers these options.
Does the platform offer referral tracking? Rewarding customers for referring their friends to your business is a great way to increase your customer base. For many people, no recommendation is stronger than a word-of-mouth endorsement from an acquaintance. Nielsen, a global information and measurement company, states that 92% of consumers believe recommendations from friends and family above all other forms of advertising. Take advantage of this by selecting a platform that can track customer referrals so you can incentivize your customers to champion your brand.
Do I want to be able to reward my customers for promoting my business on social media? Increasing transaction amounts and purchase frequency among current customers isn’t the only benefit to a loyalty program. A loyalty program can help generate broader awareness and new customers for your business. Loyalty rewards can be used to encourage your customers to promote your business on their social media profiles, which will help you reach their friends and followers. These prospective customers may have similar interests and tastes to your customers’, making them the perfect target audience for posts about your business. As you research loyalty platforms, check their social media integration capabilities to ensure that they support those social media platforms used by your customers.
What customer support is available with my platform subscription? If you’re a wizard at troubleshooting new software, good for you and please skip to the next question. The rest of us must weigh the importance of access to phone and live chat support against settling for a 48-hour response window for our support ticket submissions. Choose your platform wisely as not all customer support is created equal.
Does the platform support multiple store locations? If you’re a single-location business with plans to expand, choose a loyalty program platform that can support multiple store locations. Customers will not be thrilled if they have to switch platforms because the one you originally chose during your startup phase doesn’t have the features you need as you grow.