Why Participant Happiness is Key to Your Loyalty Program’s Success
What do your participants think of you? No matter what kind of rewards program you’re running, this question is important. This is the moment you throw out all the advice you ever heard about not caring what other people think about you. In the business world, people’s opinions can make or break you.
According to the White House Office of Consumer Affairs, loyal customers are worth up to 10 times as much as their first purchase. The Office also says that news of bad customer service reaches more than twice as many ears as praise for an excellent service experience. People trust reviews and the opinions of their peers. If you keep your participants happy, they’ll reward you with loyalty and positive reviews. If you don’t keep them happy, they’ll let everyone know.
Now, it is truly impossible to make everyone happy. However, there are some key steps you can take to make sure your participants are happy with your rewards program.
Keep Things Simple
Your participants need to be able to access their rewards easily, without any issues. This means having a plan and technology in place to allow for easy reward redemption. If you’re using a website, make sure that it is visually appealing and easy to navigate. If you’re using another method, keep it from being over complicated. No matter what method you’re using, make sure that it is accessible to people of various backgrounds and abilities.
Know Your Demographics
You need to know your demographics. The rewards you pick, the colors you use, the way you set up your program should all be influenced by an understanding of your program’s demographics. If you don’t know who your participants are, how can you hope to make them happy?
Pick the Right Rewards
This is where your knowledge of your demographics will help. The more you understand your demographics, the better you’ll be able to tailor your program’s reward offerings to their interests. You want your participants to look at your rewards offerings and see rewards so perfect for them they start to wonder if you’ve been listening to their conversations. Now, sometimes your demographics are so varied it can be hard to find something for everyone. When that happens, there are some classics to go to like prepaid cards and egift cards. These are always big winners among nearly all demographics.
Listen to Your Participants
Things like surveys, customer service tickets, and conversations are all great ways to listen to what your participants think, but that’s just the beginning. Look at the data from your programs. This is a nonverbal way your participants are telling you what is important to them. How many of your participants are redeeming their rewards? What rewards are redeemed the most? What rewards are almost never redeemed? All of this data is your participants speaking to you. Make sure your program has the technology you need to gather this data for you.
Work With the Experts
For your best chance at success, contact our rewards program experts at All Digital Rewards. Click the button below to schedule a demo, or call us at 866-415-7703.