It’s one of the most cited statistics in the business playbook: 80% of your venture’s profit will come from 20% of your existing customers. Loyal customers are your most valuable customers, which is why many small business owners go above and beyond to incentivize their customers to return time after time. A loyalty program can improve customer retention, bring in more positive customer reviews and build the kind of brand loyalty that can help you sustain the business through a recession. Here’s how to set up and run an effective customer loyalty program.
[Read more: Customer Loyalty: What’s Love Got to Do With It? A Lot]
Design your program around a goal
What’s the customer behavior you wish to incentivize? Design your loyalty program to reward your customers for taking a specific action. For instance, if they visit your cafe for a coffee four times in a month, the fifth coffee is free. This encourages more frequent visits, bringing in foot traffic and increasing sales.
Here are the main goals your loyalty program might help you accomplish:
- Increased spend: make each transaction more profitable.
- Frequent visits: encourage customers to make a purchase more often.
- Market research: use your loyalty program to learn purchasing habits, solicit feedback and test new products.
There’s a fairly easy way to determine which is better for your business. If your venture is a low-ticket business, such as an ice cream parlor or a cafe, choose to incentivize frequent visits. If your business is a boutique or another place with more high-ticket items, use your program to encourage higher spend.
Points vs. perks: Choosing a structure
There are a few ways to structure your loyalty rewards:
- Punch card: Great for businesses trying to encourage frequent visits, the punch card is a simple, low-cost way to reward loyal customers. The downside, however, is that you rely on customers to remember and keep track of their cards, and you aren’t collecting any meaningful data in the process.
- Points program: Like the airline miles loyalty program, a points program rewards customers based on their spending behavior. It’s simple and scalable, meaning you can set rewards on different tiers based on how much a customer spends. However, there’s no instant gratification for customers, and the program can be time- and resource-intensive to keep track of.
- Cash back: Customers will earn money back from previous purchases that can be used toward future transactions (discounting purchases made in the future). This both incentivizes a future visit and higher spend, but customers may resent delayed gratification and it can be expensive to build and implement this type of program.
- Sign-up rewards: Reward customers for opting in to your marketing program⸺for instance, signing up for an app or an email newsletter, or following you on social media. This is best used for gathering data about your customers, but not necessarily for incentivizing purchase behavior.
There are plenty of tools and platforms that can help you set up any one of these options. But perhaps the most important step is the next one: figuring out what to offer.
Many business owners shy away from offering rewards for fear they will cut into the business’s bottom line.
Choosing the best loyalty program for your business
Decide what reward or incentive will be most effective at pleasing a customer without hurting your profit margin. Many business owners shy away from offering rewards for fear they will cut into the business’s bottom line. But keep in mind that these are your most loyal customers: They deserve a little preferential treatment.
If you’re using a punch card system, the simplest solution is to offer the item you sell most as a reward. “If you’d really like to treat your best customers, offer a bonus after they hit multiple multiples of however many you’re requiring for redemption — if it’s the 10th free, at 30th offer two free, at the 50th, pay their whole ticket (within reason),” wrote one expert.
For those using a points system, make the reward more meaningful. Customers who spend more with you will be looking for value. Offer a coveted product, significant discount or access to an exclusive event, or use your loyalty program as a cross-sell opportunity. Make it worth the customers’ while to continually accumulate points.
Keep it simple
Make it easy for your customers to participate in a rewards program. If you want people to sign up, according to research from Clover:
- 73% of consumers said rewards must be relevant.
- 68% said rewards must be easy to redeem.
- 55% said the program must be easy to understand and use.
Market your rewards program at checkout, through social media and in your email newsletter. Make it easy for customers to sign up and start earning rewards.
Have the right tools
There are plenty of apps and platforms that make it easy to integrate a loyalty program with your existing POS and marketing suite. Belly and Fivestars are just a few options for small businesses looking to easily add a loyalty program. Clover POS includes a loyalty program add-on, as does Square. Make sure whatever program you choose, digital or offline, is within your budget, is simple to implement, and provides a great customer experience.
[Read more: 3 Expert Strategies to Encourage Positive Customer Reviews]
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
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Published February 21, 2020