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
Jessica hosted our Wednesday Wisdom on Wednesday 19th January where she took the team through one of...
Read More
How can you ensure you are keeping your B2B loyalty intact amidst rapid tech changes? In this blog, ...
Read More
Laura celebrates a whole year of lockdowns and tells all about the Stream Team Challenge for this ye...
Read More
Gamification isn’t new but it is still not widely used within B2B loyalty. The integration of game-...
Read More
In this month’s Streamspiration we are talking about the power of loyalty beyond your programme, ga...
Read More
This period of uncertainty will have tested relationships, highlighted weakness in some and strength...
Read More