Empowering Your Employees: How the Customer Contact Centre can embed long-lasting loyalty 

Our Premium LoyaltyStream software is deployed with a unique Customer Contact Centre (CCC), to enable internal audiences to monitor and manage their customer's loyalty journeys. Each employee can be linked to a group of customers using the segmentation tools, so that they can view information on their customers. The CCC also allows employees to create their own profiles to display to programme members on their front end portal. This could include, images, contact details, a short bio or any other information the business wanted to make available.  

Using the programme and campaign dashboards and reports they can monitor sign ups, campaign engagement, sales growth and product information. The CCC provides employees with the same customer account information as is available on the admin platform, but it is filtered to only show their customer data. This is the perfect resource to enable employees to review the customer's loyalty journey before a meeting and discuss how they can get the most value from the programme. 

Alongside the available data on customers and campaigns, employees can take part in their own campaigns. From the client admin platform, programme administrators can utilise the campaign options to motivate employees to embed loyalty within their customer base and deliver exceptional customer service. 

Below are some examples of campaign strategies our clients are using: 

1. Encouraging Feedback and Information Sharing: Employees are on the front line of customer service and are the ones most likely to identify trends in customer feedback. Using the feedback or review campaigns allows companies to reward their employees for their opinions. Gathering this data will provide valuable insights into what is and isn’t working and will allow you to identify your key brand ambassadors. Once you have identified your key employees, you can ask them to be part of the journey, training new starters and further embedding your message. 

2. Drive Growth Through Competition: Using the leaderboard campaigns will allow you to drive competition amongst your sales teams, whether that is to encourage staff to get more members to sign up, or encourage a shift in buying preferences e.g. from offline to online or to motivate sales of a specific brand. Employees can take part in a competition that will be delivered using a leaderboard with rewards being available to the top places.  

3. Gamification: Use the prize draw or spin-to-win campaigns to encourage engagement from employees. You could reward prize draw entries for every £500 their customers spend, or for every product from a specific category. You could reward them for a spin of the wheel every time a customer signs up. 

4. Referral Campaigns: Provide employees with their unique codes that they can hand out to their customers either to present during registration or to give them access to unique rep-only offers, such as extra discounts or enhanced rewards. This can be especially useful during low sales periods or at events and exhibitions. 

5. Employee Only Rewards: The CCC can feature its very own Reward Shop which could be stocked with 3rd party products and/or items of value that the business can provide such as extra training budgets, extra days holiday, enhanced benefits or lunch with the CEO. Anything you can think of that the business can deliver and that your employees would value can be added to the Reward Shop. 

Final Thoughts 

We know how important it is to the success of your loyalty programme to ensure that your employees are working alongside you in delivering your vision and your message. They are the ones that can help you make subtle changes to improve the programme and they are the ones that ultimately are likely to drive a large part of the success of your programme, so reward them for their effort.