Questions to Ask Before You Start Your Customer Rewards Program Part 5

Posted by Erika Stevens on Tue, Feb 12, 2013 @ 04:32 PM

This is the last post in the questions to ask before you start your customer rewards program series.   By no means have I exhausted the questions people have but I am hoping that I have touched on the major ones.  If you missed any of the other posts be sure to check them out.

Customer Rewards Program 

Part 1 – Will my customers participate and how will I communicate my new rewards program?
Part 2 – How will my customers join my rewards program?
Part 3 – What kind of rewards should I offer?
Part 4 – What kind of rewards program structure should I use and what kind of technology integration is required for a rewards program?

What role do my employees play in my rewards program?

Once you have made all of the decisions and have your ideas for how the process will flow, it is extremely important to be sure all of your employees understand your new rewards program.  Employees need to know the program so that they can not only ask people to join the rewards program but also explain to them the benefit of being a member.  Training is a critical component for a successful rewards program.  A contest is a great way to incent employees to learn the rewards program and generate excitement. 

Bonus – asking your employees for their input before you launch the rewards program can give them more stake in the rewards program success. 

Now that I have a rewards program how do I keep my members engaged and active?

Once you have collected names and member information it is important that you stay in touch.  Customers who are willing to sign up for your rewards program want to hear from  you.  Communicating reminds them of your business and the rewards program which keeps you top of mind the next time they are shopping or running errands.  The communications you send out can and should vary and stay relevant to your customers.  Some ideas:   

  • Important dates – if you are collecting birthdays when members enroll in your rewards program, you should be sending them something on their birthday.
  • Promotions – drive your members in by sending promotions.  If you are a restaurant and want to highlight lunch set up a lunch, email and text promotion.   Maybe you are a retailer that wants to focus on a women’s shopping weekend.  You can use text and email marketing to drive sales on slow days.  The sky is the limit when it comes to creative and fun ways to promote your business to your members.   
  • Send a newsletter to your members that is informational and relevant.

Don’t be afraid to evolve your program and add a new reward or change rewards that are earned. 

I hope that these posts have been helpful no matter where you are in your customer rewards program journey.  The most important thing is to do what is right for your business.  Industry statistics show that a customer rewards program can increase visits by 15-20% and increase amount spent per visit by 10-20%.  Now it is up to you to decide if you want to see these kinds of results.  

If you are looking to start a customer rewards program and researching different options be sure to check out our website to learn more about our marketing and rewards solution Simpli.  

Tags: Loyalty Marketing, Customer Experience