12Jan
Customer Contact System - Wednesday Wisdom
Recently, our co-founder and Managing Director, Mark Maclure, was invited to talk to Iain Pringle along with Adam Posner on the Loyalty Podcast to discuss loyalty in the B2B sector.
A great point raised by Iain is that often loyalty programmes and composing the loyalty proposition can be “a catalyst to get better data and digitise the company”. This week in our Wednesday Wisdom our Account Director, Alice, demonstrated one of our brand-new sites to the team, a Customer Contact System, which will sit alongside the wider loyalty offering.
Over the last 6 months, the team have been working with a client in the Plumbing and Heating industry to develop a system that can segment customers into lifecycle segments (based on the amount the customer spends, the length of time the account has been open, the length of in-activity, etc.), provide contact prompts to staff and provide visibility of the overarching customer trends as well as the individual picture of an account.
This new visibility on an individual account basis and how they fall into the overall customer picture will provide the business with the information they need to move customers through the lifecycle. Using the data generated, we will be able to provide personalised and relevant details and offers to customers and have the ability to track and monitor the impact the activity has on the conversion of accounts to Loyal and VIP customers.
About the Author
Alice loves working with her clients to maximise the customer experience on their loyalty programmes. She can often be found crunching data to provide analysis and insights so you can always expect a productive quarterly review.
Related
This period of uncertainty will have tested relationships, highlighted weakness in some and strength...
Read More
In the first of our series on loyalty programmes, technology and integration, we discover how dissec...
Read More
Customer loyalty is a critical aspect of any business's success, regardless of whe...
Read More
As our team move to a different way of working, I take comfort from witnessing a strengthening bond ...
Read More
In this weeks Wednesday Wisdom Caroline gave the team a demonstration of how the new website page cr...
Read More
As we head toward the holiday season, reward and loyalty programmes are gearing up for one of the bu...
Read More