Archive for Customer

Digital Promotions are Gaining Customer Loyalty

Digital promotions can go a long way in earning customer loyalty, which is very important to your business. That’s because return business is going to be much more profitable than your new business.

It can cost five times as much to find a new customer than it does to keep an old one. It also takes a lot less effort to keep old customers than it does to find new ones. Plus, if you can convert returning customers to raving fans, you’ll have people telling their friends about your business. You just don’t get that word of mouth marketing by trying to gain new customers; it comes from the customers who are loyal to you and your brand.

But while most companies will use discounts and special offers to maintain customer loyalty, digital promotions make it possible for you to increase sales and keep your pricing at its current level, which can boost your profits even more.

That’s because when you offer a discount, the savings comes off your profit margin. A 10% discount could be as much as a 20% or even 30% cut into your profits. But digital promotions will be much cheaper, cut into your profits less, and encourage customer loyalty in a way that a coupon just can’t.

So, not only have you reduced the value of your product, you’ve just told your customer, “it’s really not worth as much, and in fact, we overcharged you by 10% earlier.” You also haven’t done anything to earn their loyalty. You haven’t done anything to make them love you, tell your friends about you, or come back again and again.

Why Digital Promotions Will Outperform Coupons: Digital promotions are a lot like a frequent buyers program (“Buy 9 items, and your 10th is free”). These programs are wildly successful, and customer loyalty marketers love them. That’s because they compel the customer to return several times, until they make enough purchases to get their free item. Coupons do not provide that.

Your digital promotions can be more along the lines of “buy 10 items, and get 5 free ringtone downloads,” “refer 5 friends, get a free wallpaper,” or even “upgrade to our premium membership, and get a free skin for your iPhone or Droid.” You can tie your digital promotions into any fulfillment condition you want: purchases, references, upgrades, you name it.

The great thing about digital promotions is that 1) they only cost you the number of songs, which can be less than $ 1 per download, or the cost of the skins, which can be less than $ 7, depending on the provider.

You Can Measure the ROI of Your Digital Promotions: Another great thing about a digital promotions campaign is that you can easily measure the ROI of the program. Whenever someone completes their condition — buy the 9 items, refer the 5 friends, etc. — you can determine who did it, when they downloaded their digital content, and how many more times they met the conditions to get more content.

You can also examine all this data to determine who your best customers are, who your most profitable customers are, who brings in the most new customers (and how much they spent), and even your most popular digital promotions content.

You can also test your digital promotion campaigns. Do some A/B testing of two different campaigns, and compare their success rate. You can test the different times of year, or the different levels of difficulty of fulfillment, or even compare it to two different types of giveaways, and use that data to see what kind of digital content your customers would like to “win” in the future.

Digital promotions campaigns are an excellent way to gain customer loyalty, while preserving your profit margin. You can tie the digital promotions directly into sales, it has a higher perceived value, you can measure your ROI, and even use it for market testing. It’s the perfect marketing solution.

Digital promotions of Promotional Currency provide unique customer loyalty programs. This digital promotions powerhouse merges digital music and virtual promotions content, with entertainment licensing, and proprietary promotional risk coverage models, to deliver turnkey, fixed cost solutions for the promotional marketplace.

Find More Commitment And Loyalty Articles

Where the Customer Loyalty Formula Misses the Mark

Securing customer loyalty is very important given all the research about:

-Repeat business
-Costs to secure new buyers of your products and services
-Potential from new business through the referral process.

In the book, The Ultimate Question, Driving Good Profits and Truth Growth, the author Fred Reichheld shares a formula that helps to determine the loyalty of customers. This is an excellent tool however it truly misses this mark – Action.

When people (friends and colleagues) are asked how likely are they to refer your company and they respond yes with scores of eight or higher on a ranking of zero to 10, this is only an indicator of action. To be able to understand the direct correlation between those who are likely to refer you or your business and the actual business results requires connecting new business with the actual person who made the referral.

Of course, this does present a huge logistical problem especially for larger companies. Some businesses such as J.C. Penney have united paid receipts with Internet technology to receive almost just in time feedback. Yet this still does not deliver a direct correlation between likely and have you physically taken action to make a referral unless the customer is already loyal and this is a repeat purchase.

For smaller and mid size companies there are endless opportunities to learn how new customers have heard about them. Usually the best way is to just ask whether it is face to face, over the telephone or even on line. Unfortunately, the urgency to start marketing or selling takes over and this critical piece of information is lost.

When organizations can trace back how a new buyer joined the “family” so to speak, then they can determine what marketing has been truly effective (delivering a positive return on investment). Then marketing budgets can be adjusted and course corrections made.

Imagine for a moment existing clients receiving an appreciation baskets or similar gifts thanking them for actually making a referral. How do you think those clients would feel? Would they be more likely to make more referrals?

By looking at action, you can further classify your clients beyond revenue and frequency of purchases to include new business from referrals. Not all customers have the mindset to take action. Those who do should be guarded and treated well to ensure they stay loyal to your organization.

Using the customer loyalty formula is the first step. The next step is establishing a process to identify those who are likely from those who have taken action. Then and only then can you truly understand the depth of your customer loyalty and further strengthen those relationships to ensure continued business success.

Loyal customers can be your strategic or competitive advantage. Receive your down loadable customer loyalty audit.

Executive and Sales Results Coach Leanne Hoagland-Smith helps you with sales training, management and organizational challenges. Visit her blog on sales and business.

Customer Loyalty Programs – Establishing One For Your Customers

Customers are, without doubt, essential for any successful business. Without customers, where would your business be? That’s right, nowhere. What you may or may not know is that the majority of your business’s income will be generated by repeat customers; research has shown that it costs between 2 and 10 times more to gain a new customer than to retain an old customer. For this reason alone it is prudent to try to improve customer loyalty to your firm.

Creating customer loyalty may not seem like a difficult task, and it isn’t, if you follow the correct procedure. Many companies have now set up loyalty schemes in which repeat custom is rewarded in the form of product or service discounts or points systems. One very common form of loyalty program is customer loyalty cards. A loyalty card is essentially a piece of paper or plastic card that is given to the customer which can be used to either store data from previous purchases, or simply to advertise a discount for that customer for future purchases.

One thing that puts off many businesses from introducing a loyalty card is the initial and ongoing costs involved; and coupled with that is the very protracted period until a return on that initial outlay is seen. However, although there could be some financial risks involved, the benefits are extremely rewarding; one particular loyalty guru, Fred Reichheld is adamant that if your business can manage to retain just 5% of customers, then you can expect to see an increase in profits by up to 50% within two years.

Coupled with the ability to retain customers, a loyalty program can ultimately help to improve the effectiveness of marketing campaigns. When a customer signs up to a company loyalty scheme, they typically fill out an application form asking for information on their names, ages, addresses, annual household incomes, annual or monthly expenditures on certain products, what products they like to buy, what they don’t like to buy and also feedback on your company’s current range of products or services.

With this information you can create a detailed outline of your customer base, the most and least popular products, and what they would likely purchase if the item was available. This means that you can market your products directly at your current and ideal potential customers, increasing marketing efficiency and reducing costs.

Ultimately, a business must be prepared for the long terms benefits that a customer loyalty program can bring. A loyalty program can cost you as much as 5% of your revenue, but if you are willing to put that much into the task of retaining customers then the likelihood is that you will see a much larger return on your investment within 2 years. Just make sure that the customer can get something out of it; nobody likes being taken for a fool and your customers are certainly not fools, so make it beneficial for them as well as you.

Find Out More : www.uber-uk.com

Customer loyalty surveys and its importance

There is no such organization who will not want loyal customers. But then to achieve such customers it is very much important that you get along with right kind of customer loyalty programs because it is just with this that you will be able to have a lot many different customers who will just be opting for your  product or service. It is with this that you can be well assured about your sales ratio as well as increase in the profit ratio. Though you may know how to design great customer programs it is pretty much important that you take into consideration a few good points.

But then have you ever though whether how can you know that the programs that you have designed and implemented on your customers are working great or not? To get good knowledge about all of this it is very important that you appoint good surveyors so that it is with this you can know whether what are the customer loyalty surveyors? There are lot many such experts who are available that will help you in the survey of the programs that you have implemented. These results will also help you to know whether you should continue with the same programs or then you should change it so that you can get better results.

There can be an in house team who will do all of this customer loyalty surveys for you but then all of the time this is not possible. If you outsource this work you will be able to see to it that you can put your employees on making of good programs and can further see to it that if the existing programs do not work you make better ones which will rather be more helpful.  It is very much important that when you get along with outsourcing this work you look out for the best people and surveyors. This is because it is just then that you will be able to have good results and will also know what is best for your company and which are the different policies you need to alter so as to have good customers loyal to your brand?

There are a lot many different ways in which you can look out for these customer loyalty surveys experts but then it is important that you get along with the right kind of experts because it is just then that you will get good results.

Satisfaction Consultants are your best resource for customer loyalty surveys. In case you are looking for competitive analysis services, satisfaction research you can definitely seek their help.

Related Commitment And Loyalty Articles

Customer Loyalty Surveys And Its Importance

There is no such organization who will not want loyal customers. But then to achieve such customers it is very much important that you get along with right kind of customer loyalty programs because it is just with this that you will be able to have a lot many different customers who will just be opting for your product or service. It is with this that you can be well assured about your sales ratio as well as increase in the profit ratio. Though you may know how to design great customer programs it is pretty much important that you take into consideration a few good points.

But then have you ever though whether how can you know that the programs that you have designed and implemented on your customers are working great or not? To get good knowledge about all of this it is very important that you appoint good surveyors so that it is with this you can know whether what are the customer loyalty surveyors? There are lot many such experts who are available that will help you in the survey of the programs that you have implemented. These results will also help you to know whether you should continue with the same programs or then you should change it so that you can get better results.

There can be an in house team who will do all of this customer loyalty surveys for you but then all of the time this is not possible. If you outsource this work you will be able to see to it that you can put your employees on making of good programs and can further see to it that if the existing programs do not work you make better ones which will rather be more helpful. It is very much important that when you get along with outsourcing this work you look out for the best people and surveyors. This is because it is just then that you will be able to have good results and will also know what is best for your company and which are the different policies you need to alter so as to have good customers loyal to your brand?

There are a lot many different ways in which you can look out for these customer loyalty surveys experts but then it is important that you get along with the right kind of experts because it is just then that you will get good results.

Satisfaction Consultants are your best resource for customer loyalty surveys. In case you are looking for competitive analysis services, satisfaction research you can definitely seek their help.

Surviving With Customer Service Excellence

With the economy and business environment as it is, news of employee layoffs and cost cutting measures abound. While this is expected behavior during a recession, the danger of cutting too deep in areas that affect customer satisfaction is very real. Such actions would drive away customers and thus further reduce sales in the medium term.

It is important to remember that while sales and employee morale are at all time lows, customer demands for quality, service and value, keep increasing or at minimum remain the same. While actions taken show well on an excel worksheet on how costs structures are being improved, the damage they are doing for the business and its ability to sustain growth when good times return are not equally well represented.

Efforts to reduce costs and stretch budgets should not be done with the end result of making life difficult for the customer. Good performing companies are known to take better care of their customers during difficult times because they recognize the value of loyal customers. Where a choice is to be made, between keeping a good customer versus trying to wow a new customer, the former should be the priority. Customer loyalty should not be put at risk at the expense of short term gain proposals dished out by finance people that simply look at the numbers without understanding the business processes and activities behind them.

Where cutting costs in customer service areas is justified, the organization needs to take time to thoroughly evaluate and plan actions that will be taken to keep the customer from noticing the difference or change. Examples of actions that may be taken include, providing cross training for those expected to cover expanded duties, providing increased empowerment to customer service staff for improved decision making and customer problem solving speed, identifying your strategic customers and ensuring that they are well taken care and seeking out opportunities to incorporate additional services that cost little but provide the customer improved satisfaction.

The customer is arguably the most valuable asset of the organization. Whatever the business situation, changes to operations need to be done keeping the customer and their satisfaction in mind. The costs of not doing this, is to court eventual business failure.

Dr Fernando Kevin Vince is currently the Vice President of Strategy & Human Resources with a global multinational. He is the author of 5 books, regular speaker at regional conferences and a certified trainer with American Management Association. He is the founder of The Association for Strategy & Leadership Professionals. Details can be found on http://www.strategy-OE.com

Establishing Effective Customer Loyalty Programs

A lot many different companies nowadays are coming up with various different customer loyalty programs. This is because only a good program will ensure them good and bigger profits for their own companies and organizations. You might feel that this is one very old idea but then it is for you to remember that anything that is gives out as a freebie is generally loved by all irrespective of however rich they are. Customer loyalty programs are generally designed to reward the customers with a few good points for their company and brand loyalty which can be exchanged for a few great discounts.

When you have a great customer bases these kinds of programs can work out to be something great because this is one effective form of promotion when it comes to giving out rewards. If you update these programs on timely basis and also keep them very much relevant to the services and products of the companies then there are greater chances that they can work positively for you. These programs should be one of the best complimentary items to all of the things that you are opting to sale. One another important element of these programs is that they do not generate any kind of an extra cost to all of the customers when they try to enjoy the respective rewards.

If you want to have customers which are very much loyal to your brand then getting along with this kind of programs is something that you will have to take a look at. The rewards that you will give them will make them return to your brand every time when they are in need of the products and services that you are manufacturing. As they get good value for all of the money that they are spending along with you they will certainly spread a positive word of mouth in respect to the product/services, company, brand, etc.

It is a common fact that there will have to be a good amount of budget set for these customer loyalty programs but then all of this is possible only if you research properly and also set a good demographics for all those who are performing the research you will certainly be able to get something really good as effective customer loyalty programs. With such programs one good thing is that you can have a good track of customer retention. With this you can very well hold on to the loyal customers.

Satisfaction Consultants are your best resource for customer loyalty programs. In case you are looking for competitive analysis services, satisfaction research you can definitely seek their help.

More Commitment And Loyalty Articles

Establishing A Customer Loyalty Program

A lot of companies nowadays are coming up with various customer loyalty programs to ensure bigger profits for their companies. This may seem to be quite a worn idea already but people, no matter how wealthy they are, actually enjoy getting freebies every now and then.

1. The Concept : Let’s try to further discuss the concept behind these business strategy tools. With a rewards-based plans, the customer will have fun spending more on your company due to your company’s promise that the bigger points the a loyal customer receives from their purchases the greater the rewards that they will soon get from the company. From having free expensive designer items to even an all-expenses paid grand vacation trip courtesy of the company. It really doesn’t matter – the point is, it is a small amount to pay considering the years of loyal purchases that these customers have brought in to your company. Of course, this all sounds good on paper, but a truly excellent loyalty program doesn’t just pamper customers, it entices them to continue patronizing your business, or even tell their friends about it, offering your business some invaluable word-of-mouth advertising.

2. Rebate Programs : A less fancy structure is the rebate program. This is wherein the customer will be able to get a percentage back from the amount of their purchases as coupons that they can use to pay for more stuff from your company. It really is a simpler way of doing things compared to the rewards system. Not only will it be easier on your company’s pocketbooks, it will also give your business some added profits because through the rebate customer loyalty program your customers will, in the end, end up spending more on your company because the coupons cannot be exchanged for real currency or used anywhere else. In actuality, there is no real incentive for customers to use the program.

3. Loyal = Profitable? : A lot of people still view being able to provide your loyal customers with great service does not automatically ensure a company that their customers will stay. This is why there is a great need for an effective (but still profit-oriented) client strategy implementation. While great customer service can result in a customer making a purchase more than once, a well-designed plans will ensure they wouldn’t even ever dream of going to your competitors, and in fact, would even recommend friends to use your services.

4. The What If’s : The biggest concern that most CEO’s have is thus: a strong one can keep customers that are already loyal loyal, but what about the next generation of shoppers? And even worse, an ill-planned loyalty program, built with little or no data about your existing loyal customers, will be doomed to fail. Find ways to collect this incredibly important data months in advance of launching your program. Invest heavily in a statistics specialist, and ensure he has the latest statistics software such as SPSS. Remember, even if you have an abundance of data, it will be completely useless to you if you can’t make sense of it. Worse still is having data that wasn’t collected scientifically to be an accurate representation of the population being sampled.

For more on business and companies from various sectors – visit : new york business directory

The Untapped Customer Engagement Power of Online Marketing




The lives of more and more people are increasingly crossing into the digital sphere. To meet this change, most brands realize the importance of establishing an online presence, but many brands actually lack the ability or understanding to truly wield the power an effective online presence can offer. The online world is dynamic and fluid, and it is evolving at an incredible rate. Brands that want to effectively drive customer engagement through online channels must establish a sound online marketing strategy. Successful B2B online marketing can help establish a strong brand narrative, drive high quality leads, enhance customer experience, and become distinguished from the competition.

However, many brands looking to increase and leverage the untapped potential of their online presence may not know where to begin. And this is where Kentico, a vendor all-in-one CMS, E-commerce, and Online Marketing platforms, excels. Kentico helps businesses achieve sophisticated online results in all of these areas with ease. An upcoming Loyalty360 webinar will discuss this process. Marketers are invited to learn the successful online marketing strategies Kentico has used internally on its way to powering a network of more than 1,000 partners across 80 countries.

On July 16, 2015 at 1 p.m. EST, Loyalty360 will host a webinar titled, “6 Wins and 3 Fails in B2B Online Marketing,” which will be presented by Kentico.

In this webinar, you will see six real-life examples of online marketing that worked for Kentico, including:


Activities that gained more site visitors and increased their interest
How leads were doubled overnight
How Sales and Marketing can speak the same language
Why Sales finally fell in love with Marketing
How Kentico drives customer engagement

Petr Passinger, Marketing Evangelist with Kentico, will relate his experiences from his first Kentico role in Customer Care, through to his current role. Because learning from mistakes is often just as good as learning from successes, Passinger’s presentation will also feature three initiatives where objectives weren’t met.

“The rise of digital connectivity means that brands now have a truly global reach, and this opens up incredible opportunities for marketers to build new relationships and win brand loyalty,” said Mark Johnson, CEO & CMO of Loyalty360 – The Loyalty Marketers’ Association. “This webinar will show how effective online marketing can increase interactivity, immediacy, and personalization to drive significant customer engagement.”

Marketers are invited to join Loyalty360 and Kentico on July 16, 2015 at 1 p.m. EST to learn from real-life examples of successful online marketing initiatives and can visit: http://loyalty360.org/conferences/event/wins-and-fails-in-b2b-online-marketing.

About Loyalty360

Loyalty360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers. For more information, visit loyalty360.org.

About Kentico

Kentico (http://www.kentico.com) is an all-in-one CMS, E-commerce, and Online Marketing platform that drives business results for companies of all sizes both on-premise or in the cloud. It gives customers and partners powerful, comprehensive tools and customer-centric solutions to create stunning websites and manage customer experiences easily in a dynamic business environment. Founded in 2004, Kentico is a Microsoft Gold Certified Partner headquartered in the Czech Republic with offices in the US, UK, Netherlands, and Australia. Kentico has 1,000 digital agency partners and powers more than 25,000 websites across 100 countries. Customers include Bacardi, Twinings, Great British Chefs, Gibson, Mazda, Mighty River Power, Run and Become, Sony, and Vodafone.






Find More Love Press Releases