The Latest Trends in Customer Loyalty Programs 

Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

Top Takeaways:   

• Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives. 

• Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention. 

• Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price. 

• Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts 

• Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty. 

• Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in! 

Quote:  

"Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing." 

About:   

Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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