Business

Building Customer Engagement is crucial to modern companies. In this way, companies not only gain loyal and new customers but also save money on marketing activities. This occurs due to viral marketing. It depends on recommending and transmission interesting information by clients via e-mail or social media to others. The whole thing is done on the voluntary basis, without company’s interference. Users do not have to share this specific information they just want to pass it on to friends or family.

There are many ways to increase Customer Engagement in the activities of the company. An increasingly popular form of it is loyalty programs.

Loyalty programs are structured marketing strategies designed to encourage customers to continue to shop at or use the services of businesses associated with each program. Many such programs exist covering most types of business, each one having varying features and rewards schemes.1

loyalty-program

 

Many brands use that method. Among plenty of attractive loyalty programs, thee’s one question needed to ask: which one is the most effective?

Modern customers appreciate convenient and simple solutions. They don’t want to incur any additional costs and they want to feel appreciated by the company. Therefore, the system of rewards and motivation meets with very positive reception.

There are a lot of types of loyalty programs:

  1. Based on material benefits (coupons, discounts, promotions, loyalty cards)

  2. Based on emotions (contests with prizes, club meetings)

  3. Based on material benefits and emotions, called Price and Person relationship (maintaining emotional ties, persuading client to repurchase, in exchange for gifts or discounts)

loyalty-program-2

Companies want to engage a customer in various ways. They are giving away special loyalty cards or special cards on which customers can collect stamps.

We are currently living in an automated world. We value only fast, simple and effective solutions. Such a solution is a loyalty program in the form of the application. All you have to do is to download the application, collect points and … receive awards. In this way, customers don’t have to carry any additional items, they have everything in one place.

One of the examples of the mobile loyalty program is a platform 2take.it.

2take.it is a mobile app which the company doesn’t need to install, so it doesn’t generate any additional costs. Besides, 2take. it is addressed, to both, big and small companies.

2take.it works on the principles of the behavioral model. Thanks to that, it collects age, gender, and place of residence of your customers. It also learns their shopping frequency, a number of purchases and shopping preferences. In this way, 2take.it is able to find the ideal target groups for your products.

Everyone can collect points and there are plenty of opportunities how to earn them. You can scan receipts from stores (points are added each 10 zł. spent), share and like posts on Facebook,  subscribe to the newsletter, fill out the survey and invite friends to use 2take.it application. Customers can choose their rewards, it depends on how many points they earn.

It is important, that customers can collect points whenever and wherever they want. They don’t have to incur any extra effort because points are generated automatically.

Because of that, customers want to engage in the development of your company, because they feel like an important part of it. And this is crucial to every business!

 

https://en.wikipedia.org/wiki/Loyalty_program

Modern companies, to remain on the market and increase their revenue, should involve customers into their development. Everyone has to remember that 20% of customers generate 80% of the company’s income. That’s why companies should focus on this 20% and encourage them to recommend specific products and services to others. That is why their commitment is so crucial.

 

But what exactly “customers engagement” is?

Customers engagement is an innovation in the field of marketing. In other words: it is simply the intensity of the participation of the current or potential consumer in offer and activities of a company. It is related to the activities which are initiated by the company or a customer himself. The whole process consists of cognitive, emotional behavioral and social elements. The total scope of customer engagement consists of two spheres: the frequency of purchases made by the customer and acquiring new clients thanks to loyal customers recommendation. Customers engagement can be initiated by the company, but not necessarily, because it can be a result of the initiative of returning, loyal customers.

customer_engagement_cycle

Why is customer engagement so important?

 

The contemporary market requires the physical involvement of a client in the company’s development because this way is generated the biggest income. At the time, when a client feels really involved in the development of a company, he is no longer interested in the opponent’s products. The more customer feels, that he can do a lot for the company, the more will he identify with the brand. He will feel like he’s an important part of the company. In this way, he becomes loyal and is willing to recommend company’s services to others. Building customer engagement is crucial because it translates to ‘’automatic’’ acquiring new customers and maximizing sales and profits.

 

Is customer engagement possible to measure?

 

Yes, it is possible to measure. One of the tools to measure the degree of customers loyalty is Net Promoter Score.  It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.1

Net Promoter score can be measured by asking one question: “How likely is it that you would  recommend brand/company/product X to a friend or colleague? Rate this probability on a scale 1-10’’.

The scoring is measured by using a three-tiered scale.

Detractors though (critics brand) – respondents by responding 0-6

Passives(indifferent) – respondents responding 7-8

Promoters respondents responding 9-10

Brands whose level of Promoters is at least 70% are the most valuable ones.

nps-en

1 https://en.wikipedia.org/wiki/Net_Promoter

 

cust-eng

Why is maintaining a returning customer important?

 

It’s not a secret that acquiring a new client is more expensive for a company than maintaining a returning one. But did you know that 20% of clients generate 80% of a company’s income? Therefore, you should focus on these 20% of your clients and try to engage them in your business process. It’s crucial not to measure the loyalty of returning clients only after the frequency of their returns to your shop and the value of a basket. Everyone should keep in mind, that thanks to omnipresent access to the Internet and growing influence of social media, the modern customer became an intermediary of information about company. Modern customer can share his opinion about the specific product or brand almost everywhere and almost everyone can see it. There are plenty of forums, blogs and fan pages, where client can share his opinion and it can be both: positive or negative.

customer-engagement

 

What is a loyalty program?


It’s worthwile asking this specific question: What has the most positive impact on the client? The answer isn’t suprising, the system of rewards and motivation. In order to fulfil this need, companies implement a numerous loyalty programs. Their goal is to engage a customer in many activities associated with the brand. Loyalty programs are considered as rewards programs for customers who often make purchases. There may be a lot of forms of loyalty programs, they may give clients free merchandise, coupons or discounts.

 

2take.it platform

 

Modern customers appreciate solutions that are quick and simple. They don’t want to keep plenty of different loyalty cards in their wallets or to fill up long, paper surveys. 2take.it is an innovative, attractive and simple answer to all loyalty programs. This is a brilliant tool for entrepreneurs, who want to  build a flexible loyalty program based on a commitment to these customers. The main goal of this platform is to increase customer engagement, which is investing the customer into development and profits of the company. 2take.it collects all important information about clients: their age, gender, place of resistance and, of course – frequency and amount of purchases. This  allows companies, for the most effective marketing message, which is behavioral targeted. Platform 2take.it works in a very simple way. All you need to do is download the app., to get involved and earn rewards. Everything is shown in a very  perspicuous way. To start using 2take.it, you need to be logged in through the selected channel in social media. The platform runs on a points system. You collect the specific amount of points, which later exchange for reward that you are able to choose. It’s worth mentioning that all users collect the same points, therefore it can work on many levels.

customer-engagement-2

What are you rewarded for during using 2take.it platform?

For many activities: repurchasing, viral competitions (the member get member), placing a link to a promotion on Facebook, forums and in comments, responding to surveys, inviting friends, adding to the newsletter and liking a Facebook page.

You should consider, that 2take.it platform has an offer for big companies and agencies, as well as for small businesses (cafes, SPAs, florists and on-line stores). It’s worth trying because it doesn’t generate any additionall costs.

 

 

Sign In

Reset Your Password

Facebook

Get the Facebook Likebox Slider Pro for WordPress