2012Marketing and Loyalty Trends

FOCUS

Customer Retention and Loyalty

CustomerAcquisition

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Customer Experiencewill beat Points and Rewards

Reward points

You have to

Win ‘Me’ emotionally

Chief Experience OfficerChief loyalty OfficerChief Attrition Check Officer

Some of the new positions likely to get created in organisations.

Are you available?

Personalised Technologythat can engage customer with a brand

Technology which aims at personalizing the customer’s engagement with a brand will take the forefront while the one that delivers generic and invasive communication will be largely ineffective and eventually obsolete.

Social MediaEngagement is MUST

The proliferation of information, inventive methods of reach and ease of connect would make Social Media impossible to ignore.

Mobile is everything for the customerA mobile phone or its wiser cousin ‘the smart phone’ is the customers wallet, computer, camera, social hangout, a gaming device, mobile bank and yes a phone too. Use of location based services, m-coupons and m-loyalty will increase manifold.

E-commerce companies to look at coalition partnerships

Specialized ‘Coalition Loyalty Programs’ addressing specific customer groups based on socials levels, activities and interests will emerge. E-commerce companies will need both internal programs and external coalition partnerships more than any other sector.

Experience Rewards

The new age customer selection

Customers would want their points and rewards to be redeemed for experiences (movies, events, spa, luxury holidays etc) rather than products

Privileges will win over

discounts

The importance of Freebies and offers will continue to dictate but it’s popularity might take a rude check. The same would have to be used cleverly and with guile. Barrage of discounts and offers for customer acquisition will not please the loyal customers; Privileges will win them over instead.

BollywoodCricketHollywoodSoccer

These and more will yet be the most exciting engagement platform for customers.

Customer engagement platforms:

Mumbai Delhi Bengaluru Dubaiwww.rewardport.in

When your organisation is looking for someone to help you develop a loyalty program for your customers or an incentive plan for your employees or channel partners; RewardPort’s your best destination.

We’ll help you ideate, advise you on structure, develop and run the program for you. You sit back, analyse the outcome, strategise, and you’ll have the time to up the quality of your output.

It could be a short one-off or three month Sales Promotion exercise or even a whole year’s Rewards and Recognition affair, we’re bound to have something that will dove tail your needs. In fact we’ve developed a number of tools and products, supported by a battery of services offerings to cater all your needs

Call +91 9867501671B 901 Fairlink Center, Off New Link Road, Andheri W, Mumbai 400053