Customers love rewards. Rewards can make customers loyal to your brand and help you to gain new customers. If the rewards are lucrative enough, they can even coax customers from your competitor(s).
So, now that you have customers excited to start spending with the anticipation of redeeming those coveted rewards, it’s show time. From the moment that customer begins his or her relationship with your company, every step is critical. It is important to put yourself in your customers’ shoes and go through each step to ensure that the process is seamless. Some areas to consider are:
- Are the service professionals courteous and helpful?
- Are the reward points easily attainable?
- What about the redemption process?
- Are the expiration dates, terms and conditions fair?
The end result is also critical to the process. If the redemption is for a specific hotel, airline or merchant – are they also living up to the customer’s expectations?
Remember, each step is a reflection of your company, even after redemption. I highly recommend you read “Are Your Rewards Cultivating Your Customers or Driving Them Away” to learn more about how you can ensure your loyalty and rewards program is a success by ensuring “WOW” customer experiences.
Filed under: Brand Experience Management, Customer Experience, Customer Loyalty Programs Tagged: Customer Experience, Customer Loyalty, Customer Loyalty Programs, Loyalty
