Infographic: The Evolution of Loyalty Programs

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Loyalty programs have come a long way. From the Betty Crocker points to Mooyah’s Cardless Loyalty Solution, the way in which loyalty is administered has been defined and re-defined over time.

From its earliest days when Subway stamps were ‘the next big thing,’ businesses and brands have continued to search for the solution toward rewarding loyalty in an effective way.

To help paint the picture of how loyalty programs have changed over time, we present you with the following infographic titled: The Evolution of Loyalty Programs. Continue reading Infographic: The Evolution of Loyalty Programs

Why Your Loyalty Program Isn’t Working

If you’ve been using a CRM-based loyalty program or a punch card to build customer loyalty, you might be sinking money into a low-ROI loyalty program. Here’s why:

Swipe Cards Don’t Work

Many popular CRM-based loyalty programs use a magnetic stripe-based card that people are supposed to carry around and swipe when they make a purchase. These are really popular at the large grocery chains, so I’ve chosen to use them as an example. I routinely drop $100 on groceries whenever I go, and for years I’ve routinely also saved a significant amount through the ‘club’ prices at, for example, Safeway or Jewel Osco. Despite this, I’ve never actually held a grocery store’s “club” membership — I’ve been using their dummy card or a friend’s phone number for years. Safeway thinks my roommate, whose number I use, loves avocados (even though he hates them) and buys both fat-free and 2% milk. Ever since I’ve known this “loophole”, I’ve used it for two reasons: I don’t want to fill out a 2-page form for a swipe card I’ll forget every other week, and I already know I don’t need to. In the meantime, Safeway’s collecting the wrong info, giving me discounts as a free rider, and fails to engage anyone in the brand. This type of loyalty program makes customers loyal to the program itself, but not loyal to the brand. Continue reading Why Your Loyalty Program Isn’t Working

How restaurants attract and keep loyal customers

How much time and money do you spend attracting new customers?  How many coupons, discounts, promotions, and deals have you created just to attract a new face to your business?

Now let me ask you this more important question: What steps do you take to turn a new customer into a loyal customer?

We asked 100 restaurants and cafes in Northern California this same question.  Unanimously, the answer was the following: “Our great food and excellent customer service is what keeps our customers coming back.”

In the age of new technology and a fickle generation, great food and great customer service just doesn’t cut it anymore. Continue reading How restaurants attract and keep loyal customers