Want your loyalty program to succeed? Make it omni-channel

Create a seamless experience for your customers

Let's face it: the standard spend-and-get points card is just not going to cut it anymore. The rise of e-commerce, mobile devices, apps and social media has opened up an unprecedented number of new opportunities to connect with existing and potential customers.

We're in a world of hyper-connected consumers who are just a click away from your brand.

Potential touchpoints are everywhere — mobile apps, social media, web shops, email, push notifications, SMS and more. The key to building a successful loyalty program today is connecting with your customers where they are. By embracing an omni-channel approach to loyalty you increase your ability to stay relevant, communicate effectively and retain customers. It's a no-brainer.

You might think in terms of online/offline but your customers don't.

Customers expect the same flawless experience regardless of the channel. Let's take the example of global accessories retailer Kipling whose omni-channel approach succeeds in generating brand ambassadorship. When a Kipling Friends member interacts with Kipling's social media channels their points balance is topped up with 'smile points'. When enough points are accumulated, members are rewarded with a voucher to use in store or online. It couldn't be simpler for the customer.

Embrace technology for a seamless omni-channel experience.

Online and offline channels really can work hand-in-hand. Geolocation targeting can entice a customer to visit a store with a special offer sent to their phone when they're nearby. A 'happy birthday' email can give them a special discount voucher for use online or in store.

Even in-app gamification can drive offline interaction, as proven by internationall restaurant chain La Place. Its augmented reality Easter egg hunt, available within the La Place Extra's app, successfully encouraged customers to visit physical locations to take part. Thinking outside the box when it comes to technology really is a surefire way to take your loyalty program to the next level.

Sound complicated? Not at all.

You just need the right software and support. Get in touch to find out how m—wise can help.

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