At All Digital Rewards, we define the golden rule of loyalty as Right Now CX (Customer Experience). Maintaining connectivity with your customer requires a partner that can ensure you meet the unspoken demand of giving the Right Delivery and being delivered Right Now. The Customer Experience process must allow for “Right-Now” in all forms. Provided the engagement is correct and when they want it, you have a good shot at retaining your customer. Provided the engagement is Right Now CX engagement you have a great shot to a long term relationship.
Today’s end user expects engagement immediately and they want it to be correct the first time. If the end user is instantly captivated, they might let a bad experience slide even if the engagement presented is wrong. The data shows that if delivery of engagement or result of the engagement that is immediate but not right, continued loyalty was over 75% ensured. If the delivery of the engagement was right but not immediate, continued loyalty was continually less than 65%. By missing both engagement and the delivery or even perceived to be missed, continued loyalty crashed at less than 30%. Customer retention in those cases continued to drop in the following weeks no matter how good it was after the first event.
Right-Now CX must also present itself in a way that the end user can access “Right-Now” which leads to omni-channel approaches, which leads to great customer experience. All Digital Rewards is your partner for this dynamic and rewarding engagement.
- Personalized Engagement
- Global Reach