Some loyalty programs manage to attract people, but they do not remain active due to a lack of confidence in the program or the company. As a result, the program stagnates and fails to achieve its objectives. Learn how to avoid this scenario by following the guidelines below.
How to gain confidence
Agility in customer service
Customer service is the first point of contact with the customer, and if the team seems insecure or unmotivated, the customer will be lost. The team needs to be very confident and have a clear understanding of the entire path necessary to guide the customer in a way that the journey seems simple to them. Additionally, it's important to be enthusiastic when talking about the program, pointing out its benefits and facilities.
To achieve this, the entire team needs to have fluid communication across all sectors. The team becomes efficient and agile when there is proper training. If you want to know how you can train them, read the article How to train a team to talk about the loyalty program. A good team is one that performs its tasks efficiently and quickly, impressing the customer.
Transparency
This is essential for confidence! Customers need to see how the company operates, what the team is like, have visibility of data, and more. There are many unreliable companies that do not meet their deadlines or fail to deliver what they promise. Showing that your company is reliable will make all the difference.
To do this, open a public space for opinions and let customers speak. This is also a form of recommendation, after all, customers trust each other. When possible, respond to each one, be kind, and resolve all doubts and criticisms.
Logistics care
Logistics, in many cases, is the first physical contact the company will have with the customer, so it is very valuable! Even if the carrier, for example, is outsourced, it will be directly linked to your company, and if any error occurs, your company will be held responsible by the customer. It is on your website that complaints will appear.
If your product is wonderful, beautiful, and of quality, it will be of no use if it does not reach the customer or if it arrives with any damage. The inconvenience will be greater. Therefore, pay close attention to logistics; this also needs to have quality and agility.
Virtual presence
The more your company is seen, the more familiar it becomes, and the more familiar it becomes, the more reliable it will be. Therefore, it is very important to be present in all possible places and invest in good communication with your target audience. Learning about SEO is essential to building a valuable presence, in addition to providing content that is useful to the public. Don't forget: wherever your audience is, be there too.