Your loyalty program, your CRM, your digital receipts or your marketing campaigns all rely on a provider. Then one day comes the bad news: that provider is going through a difficult patch. Your first reaction, and it is perfectly natural, is: “What about my customers?”
Rest assured: what brings your customers back is, first and foremost, you. Your welcome, your products, your shop. The tool is only a means to an end. Here are five simple habits to get through this period without stress, and to see how a well-designed loyalty program helps you stay connected.
1. Take stock of your customer database
Your customer database is your business’s treasure. Take the time to look at what you really have: how many customers, what information, and since when.
Ask your current provider what can be retrieved, and in what format. Better to find out early than in a rush.
2. Keep an eye on your customers’ benefits
Accumulated points, vouchers, rewards waiting to be claimed: for your customers, it is your brand that made the promise. Make a note of where your best customers stand, so you can keep looking after them whatever happens.
3. Talk to your customers about it
A few words are often enough: “Don’t worry, your benefits are still valid with us.” Your customers appreciate transparency, and it is a chance to strengthen the relationship.
4. Think about your checkout
If your tool is connected to your payment terminal or your till, check with your payment provider, your software vendor or your bank what happens if it stops. The goal: your customers should always leave with their loyalty benefits, and with a smile.
5. Take the time to choose what comes next
There is no need to change everything overnight. Instead, use this as an opportunity to ask yourself the right questions:
- Support: will you have a contact who knows your business?
- Experience: how long has the partner been supporting merchants like you?
- Continuity: can the new solution build on what you have already created?
- Results: does it actually help you bring customers back, in store and online?
Final word
Changing tools is often an opportunity to give your loyalty program a fresh start. Your customers don’t come for an app, they come for you.
Want to talk it over? Since 1989, Avomark has been helping independent merchants and retail networks bring their customers back, in store and online. Our team can look at your situation with you and present our solutions.
