Mobile Based Loyalty Program Helping Champion The Customer Experience Management

Indian Retail sector is experiencing an exponential growth pattern

. Today, this growth is no longer restricted to only the major metropolis. Even Tier 2 and Tier 3 cities are going through a sea change as they get attracted towards the ever expanding network of franchisers and retailers. If projections hold true, total retail sales in India will touch an astounding USD 804.6 billion by 2015, a remarkable growth from USD 411.28 billion as recorded in 2011.

Retailers all across India are gradually acknowledging the need to champion their customer experience management. A focus on ensuring Customer Loyalty has taken precedence over acquisition of new customers. Advertisement expenditure has drastically gone down as retailers set their eyes on existing customers to drive repeat purchases out of them.

So what is customer loyalty and why does it hold center-stage?

Customer loyalty can be best defined as a deep commitment to a product/service, brand or a business. It manifests itself in many different ways such as patronizing and influencing the behavior of other customers towards a product or a service. Retailers need to be on their toes in effecting high levels of customer loyalty. Service complacency is unwarranted in this day and age as customers are fickle and will switch allegiance at the drop of hat.

A mobile based loyalty program is now seen as a perfect tool in the hands of retailers to capture vital consumer insights. Equipped with such a program you can optimize customer interaction with your brand based on their individual needs.

Here are a few ROI benefits from implementing a mobile loyalty card program:

It replaces expensive and difficult to manage physical loyalty cards.

Brings down cost of new customer acquisition.

Reduces advertisement overheads. You can now instantly reach out to your customer base with new product/store announcements, offers, send personalized messages such as on birthday and anniversary, etc.

Helps track consumer usage via analytics and insights.

Random generic offers are a thing of the past. Consumers of today are looking for relevant offers and discounts coming their way. Implementation of a mobile loyalty platform will help drive targeted customer campaigns to deliver higher business impact. Introduce it now and propel your business to greater success.

by: Mloyal

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