The Loyalty Minute

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking 5 Tips for Successful Restaurant Loyalty Programs

1. Go Digital

This sounds obvious but you'd be amazed at how many restaurant operators don't get it. If you need help in this area that would be the first place to look at a digital loyalty program marketing expert. Guests don’t want or need another card taking up space in their wallet.

2. Keep Your Restaurant Loyalty Program Simple

No one is going to want to be a part of a restaurant loyalty program that has a laundry list of rules, regulations, and stipulations. Set up your rewards program so that any guest visiting at any hour can redeem their points in the same way as everyone else.

3. Train front of the house Staff on the Loyalty Program

Be sure each server has been trained to ask guests if they are a loyalty program member when they deliver the bill, and how to respond when the guest’s answer is “no.”

4. Create FOMO (a fear of missing out)

How will anyone know what they’re missing out on by not being a member of your restaurant’s loyalty program if they don’t know about it? Tap into their FOMO (fear of missing out) by showing them exactly what they’re missing.  Making them feel as if they are part of an exclusive club by being a member is also a good solution.

5. Promote Your Restaurant Loyalty Program Everywhere

In addition to promoting the benefits of being a loyalty program member online, take measures to promote the program in other places as well to cover as much ground as possible.

To learn more about this, and a ton of other customer loyalty insights, please visit theloayltyminute.com  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking The Loyalty Economy.  In the most recent issue of the Harvard Business Review (which you can find the link to the full article at theloyaltyminute.com) you’ll find fascinating and interesting insights as to how you can determine tangible value to customer loyalty, particularly in a publicly traded company.  But it can also be useful for any company looking to determine the true value of customer loyalty.

While is it not recognized GAAP accounting methodology yet, there are some pretty good arguments as to why and how it might become one.  Of course since we only have a minute here, I can’t get into the nitty gritty details, but I think you’ll find it is a good read.

While qualitative measures such as Net Promoter and customer satisfaction scores are also of use to investors in assessing customer loyalty, companies would need to source such measures from independent third parties that publish their methodology and present them in consistent formats.

One important take away is, Companies earn loyalty when they anticipate and meet fundamental, often unexpressed, customer needs. Doing this depends on two sets of capabilities: design thinking (or better yet, outstanding customer experiences) and careful application of cutting-edge technologies.

To learn more about this, and a ton of other customer loyalty insights, please visit theloayltyminute.com  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking the Inmar Shopper Behavior Study which uncovered that a staggering 83% of respondents reported that coupons were a reason for differences in their purchasing behavior. 

While I am not a big proponent of using coupons to create loyalty, and in fact it can be argued that couponing is NOT a form of loyalty, nonetheless, it is an activity that many consumers like and use, so it is important to study the numbers…  Some additional statistics from the study are...

39 percent bought a product sooner than planned because of a coupon

50 percent of shoppers clip digital coupons while shopping in-store

39 percent bought a brand they otherwise would not have normally purchased because of a coupon 

18 percent switched back to another brand they have purchased previously because of a coupon

38 percent bought more than they would have otherwise because of a coupon

To learn more about this study, and a ton of other customer loyalty insights, please visit theloayltyminute.com  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking a the top three mistakes most loyalty programs are making.

First let’s start off with a little fact that the average person in the US is a member of 19 loyalty programs according to the 2017 Colloquy loyalty census (and I have a junk drawer full of them to prove it).  But of those 19, how many does the average person use…? About 4 and a half, and they are primarily one from each vertical market.  Hotel, Airline, Fuel restaurant, casino…

This is why it’s critical for your brand to continually be innovating and thinking of new ways to engage with your customer and loyalty members…  Anyway, I digress.  On to the top three mistakes most loyalty programs make...

To learn more about this study, and how to effectively fix these mistakes, I encourage to reach out to me personally at theloayltyminute.com  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking at Why so many people say ‘no’ to retailer loyalty programs?  In past episodes we discussed why people leave or stop using loyalty programs,

A full 38 percent of consumers are not interested in joining loyalty programs due to their lack of perceived value according to a study conducted by CFI Group and Radial.

The study suggests that to get hesitant customers on board, retailers should offer faster delivery, personalized customer service options and more flexible returns. In the study, 63 percent of survey respondents said that the option of speedier delivery influences them to sign up for a loyalty program, 41 percent said that recognition as a loyalty member from a customer service associate would incentivize them to buy more and 55 percent said that multiple exchange options made them more likely to repeat purchase.

To learn more about this study, and to uncover other interesting insights on customer loyalty, I encourage to visit theloayltyminute.com  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking at the KPMG survey of over 18,000 consumers in 20 countries which explores the nature of customer loyalty and how some traditional loyalty programs may NOT be keeping consumers brand-faithful

The survey reveals that 75 percent of consumers would switch brands for a better loyalty program.

It also states that “Retailers who are serious about customer centricity need to ensure their loyalty programs are in line with the expectations of their customers. And today’s consumers like to interact with an ecosystem that covers payments, fulfillment, social media, etc., as this can drive value, convenience and a positive experience. And that’s a platform experience.”

In terms of earning customer loyalty, 59 percent of the consumers surveyed said they are loyal to their favorite brand because of a personal connection. Seventy-five percent said their loyalty was driven by product quality, 66 percent said value for money, and 57 percent, customer service.

To learn more about the KPMG survey, and to more interesting insights on customer loyalty, I encourage to visit theloyaltyminute.com  Enjoy!

For this and more insights on customer loyalty, be sure to visit theloyaltyminute.com

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking at the seven deadly sins of your loyalty program.

If you’re considering sprucing up your loyalty program, I encourage to visit theloayltyminute.com  where you’ll find a ton of great information and interesting insights on customer loyalty Enjoy!

Apps are part of our day-to-day lives, we use them for just about everything on our phones, so it’s no surprise that brands are integrating Apps into their existing loyalty program and vise versa as a way to reach and target their customer base.

According to Business of Apps, there were over 2.2 million apps available in the iOS App Store in May this year. This number increasing daily. Yet, 77% of users report never using an App again 72 hours after installing it.

This means if you are considering integrating your loyalty program into your mobile app, you better have a compelling reasons for your customers to engage with it within the first three days of them installing it, or three quarters of them will abandon it.

If you’re considering integrating an App into your loyalty program, I encourage you to read the article titled “Effectively integrating an app within your loyalty program”.  You can find it and tons of other customer loyalty insights at theloyaltyminute.com.  Enjoy!

Welcome Loyal listeners, in today’s episode of the loyalty minute we’re going to be looking at some interesting insights in the loyalty programs of QSRs (Quick Service Restaurants)

According to an Oracle study ”The Loyalty Divide,” looking at the gap between operator and consumer perspectives on loyalty, customers are far less engaged in a loyalty program than restaurateurs believe they are. In fact, 23 percent of customers reported that they rarely join loyalty programs, while restaurateurs believed this number to be only two percent. Additionally, restaurateurs believed that their reward offers are relevant to over 90 percent of their customers, while only 27 percent of customers would actually agree.

For more details and a link to the Oracle study, visit theloyaltyminute.com.  Enjoy!