These rules will help you build a more solid and attractive loyalty program. Start with the foundation, organizing everything that will support the other strategies. If the foundation is well defined, it will be more reliable to be bolder in order to stand out from competitors. See what you should prioritize next.
Rule 1: Simplicity
People expect something easy that they can do briefly, without worrying about how much time or effort they will need to invest in the activity. Therefore, it is very important that the entire customer process is simple, from promotions to the app's layout. It is very important that everything is quite intuitive.
The colors should always be comfortable, and the words well-suited to the vocabulary of your audience. Every advertisement should be direct and clear, pointing to the customer's benefit. The more familiar and simple it is for the customer, the more chances there are to retain them.
Rule 2: Memorable experiences
Your customer will always remember the company fondly if they are surprised. Surprises can happen at any time and in a simple way too. It is very important that the surprises match the company and also the needs of the customers. However, besides that, it is worth remembering to use your customers' five senses so that the experience is complete.
Rule 3: Novelty
Periodically, it is important for the company to add benefits and improvements to its loyalty program. These changes should be permanent so that customers trust the company's progress and, consequently, maintain hope for an even better future. This serves as an incentive for loyal customers to continue in the program and naturally recommend it to their friends.
Rule 4: Value the customer's profile
Your customer wants to feel special, and it is part of your job to ensure this happens. Therefore, do everything possible to know their profile: what they like to buy, when they buy more, what they need most, for what reason, what they value… All of this will make a difference when you need to define any kind of benefit or interaction.
When to apply the rules?
All these rules should be applied together; they form a safety net for the loyalty program. You can also see them as four pillars that will support everything else that will be built on top. Ideally, this should be planned at the start of the project. But, to do this, it is very important to know your customer's profile.