Loyalty Management Basics

SERHAN EROGLU

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There is a big difference between a satisfied customer and a loyal customer.

SHEP HYKEN

Agenda

Loyalty Business Model

Why Loyalty Management Needed?

Keep in touch with your customers!

Elements of a Loyalty Promotion

Types of Loyalty Promotions

Loyalty Business Model

The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed.

Why Loyalty Management Needed?

Customers can leave anytime! Dissatisfaction

Other Opportunities

Better benefits

Cross-sell and Up-sell

Keep in touch with your customers!

Set up a communication CEM

CRM

Sales

Know their histories Behaviour monitoring

Transactions

Sentiment analysis

Build a loyalty system Rewards, campaigns, etc.

Elements of a Loyalty Promotion

Promotion Rule Criteria Attribute

To compare to a value Action

Simple rules are set

Types of Loyalty Promotions

Admin Promotions Accruing and Redeeming points based

Tier Promotions Changing segments of customers based on gained points

Reward Promotions Flyer miles campaigns, etc.

Base Promotions Simple rules are set

Eligibility Promotions No actions, determine the eligibility of the customer

Thank you...