You can include many different kind of benefits in a loyalty program. They should be adapted to the type of store, the type of goods you sell, the customers’ interests and preferences (we set up the segments together with you in the onboarding process). Everything from coupons and birthday vouchers, to exclusive membership events and discounts.
The most important thing, however, is that the employee at the checkout ALWAYS asks the customer if they want to become a member of the loyalty program and tells about the benefits. The same applies if you have an online store, of course. With each purchase, the customer must be given the opportunity to become a member.
EXAMPLE #1: A sports shop managed to sell a record number of bikes in November in a cold and freezing Norway – at full price. How? They offered “bicycle hotels” with the purchase, so that the bicycle was ready for the customer when spring came. Smart!
EXAMPLE #2: If you run a restaurant, customer dialogue can be done very easily: On Friday, send an SMS about “Finally weekend! On Friday and Saturday you get pizza with a 20% discount”. It’s a good offer to customers, they are tempted by your food – and not least: They remember that you exist and choose you over other vendors.
Give points for purchases
Provide discounts, vouchers and digital loyalty cards
Make recommendations (based on their interests)
Create special offers for members only
Offer exclusive member events
Invite members to pre-sale days
Send birthday greetings with benefits
Remember all the events of the year; Black Friday, Valentine’s Day, Halloween, back to school etc.
A loyalty program makes it easier to create a loyal customer base. Discounts and promotions attract new customers, but it is not enough to make them stay. The key is therefore a program that gives customers unique benefits that makes them come back again and again. A good loyalty program can become a brand in itself. If customers establish a relationship with a brand, they tend to stick to it for a long time.
To get the most out of your loyalty program as quickly as possible, it is important to get started in the right way. We at Diller offer 3 months of free onboarding, which means that we are available to help you get the loyalty platform up and running in the best possible way. In short, we will accompany you on the journey for the first few months, until you and your employees become familiar with all the possibilities that are available. That way, the loyalty program will be profitable from day one.
STEP 1
Create the customer club.
Diller gives 3 months free onboarding!
STEP 2
Be sure to recruit new members with each in-store or online store sale.
STEP 3
Create great promotions and activities for members (… and not just discounts).
STEP 4
Analyze buying patterns and get to know your customers so that they have good reasons to return to the store or online store.
… GO TO STEP 2 AGAIN and be sure to recruit more members!
Read more about our onboarding and training program HERE
A key success factor with loyalty programs is that both management and employees have faith in the program, and that employees clearly understand the benefits customers will get.
To succeed with your loyalty program:
… it is important that the general manager owns the customer program and sees the importance of registering all member purchases.
… employees must not give discounts to customers who are not members. Rather say: “We have sales on X, Y, Z, but if you want the discount then you have to become a member”.
… all employees must believe in the concept and understand which coupons apply and when they apply.
… all offers are created in Diller®, because then they will automatically pop up on when customers enter their mobile number at checkout.
In these training videos you will get an insight into some of the many features of Diller®. We also have a lot of written articles and FAQs – click here to access more insights.
There are two things to consider when creating a loyalty program name: It should be related to your store, and customers should never be in doubt about which store the loyalty program belongs to. In addition, it can be an advantage that the name refers to the benefits your customers receive in the loyalty program. Examples of different names for loyalty programs:
Adidas’ 3Stripes
Ikea Family
Starbucks Rewards
2. Create segments to personalize the customer dialogue
Create segments, and thus lists, that you can use to filter your customers and send relevant campaigns. These should be limited to a maximum of 4-5 questions so that the registration does not take too long, or becomes a chore for your members. Read more information on how to set up segments and lists HERE (for customers).
Sports stores: What activity are you interested in? Are you in a sports club?
Pet stores: What animal (s) do you have? What type of dog do you have? What is your pet’s Instagram account?
Clothing stores: What age group do you buy clothes for? Do you buy most for yourself or others? Which brand are you interested in?
3. Set up your customer loyalty program benefits
What kind of benefits do you want to offer to your customers? The most important is that it is easy to understand the benefits for both employees (who will promote the customer program), and for your customers who will join. You should at least have a welcome voucher and a birthday voucher. Get started quickly – you can always add more benefits later. Learn more about how to create coupons here , clipboard here , or points system here . (for customers)
Welcome voucher ? Give customers a good reason to join.
Birthday voucher ? Give customers a reason to leave more information about themselves.
Fixed benefits ? Do you want a points system ? You can create a customer journey with different benefits for every X number of Euros customers spend.
Digital loyalty card ? Give customers every X number of product for free or with some discount.
4. Onboarding members
Do you have members in another loyalty program? With GDPR approval, we can easily import them right into the Diller® for you.
If you don’t have GDPR approval, but the members have been a customer for the past 1-2 years, we can help you send an SMS or an email that you have launched a new customer club, and with an invitation for them to become a member. It is important to inform about the advantages of becoming a member of the loyalty program. You can also run a competition where you encourage them to become a member within a limited time frame, with the possibility of getting benefit X og discount Y.
Post your loyalty program information on social media, with a link to registration. Run competitions og campaigns to attract customers to your loyalty program.
5. Conduct activities in Diller® towards your increased sales segments
Strengthen your segmentation; make sure you ask for everything you need to know.
Set triggers for mailings.
Take advantage of the seasonal events, news, offers, birthdays, etc.
Frequency is important. Most people are positive towards receiving good offers on products services they actually need and want.
Remember to analyze results from activities and optimize for the next campaign.
