In this final post in the series, as promised, we’ll paint a picture of how a prototypical omni-channel retailer would incorporate a loyalty program into an integrated customer experience.
When launching a loyalty program, the first decision that a retailer must make is set the overall program objectives. In this case, the prototypical retailer decides that they would like to measure and optimize four metrics:
Up until a couple years ago, I equated the job of CEO with serving the needs of various stakeholders (customers, employees, investors, etc.). Like most CEOs, I learned that it’s virtually impossible to serve all of these, at times, competing interests. Not only is it impossible to please everyone but many stakeholders are notoriously short-sighted and reactionary. They’re like a customer with a broken muffler demanding a louder stereo when what they really need is a new muffler.
In the prior post, we touched on the challenges of omni-channel retail, and a framework for analyzing omni-channel loyalty. In this blog post, we’ll discuss how a modern omni-channel loyalty platform can help solve some of those omni-channel retail challenges. Also, we’ll provide a few best practices to follow when planning and executing an omni-channel loyalty program.
Omni-channel retail is putting an increased strain on both your Marketing and IT teams. An omni-channel loyalty program can help solve three key challenges faced by those two teams:
