These three phases of a loyalty program take will require time and consideration. By investing your money in research, you will save headaches down the road,
PHASE ONE - RESEARCH, DESIGN
In this identification process thee research is completed to determines the design of your customized rewards program.
Points To Identify
#A Data: Customer data segments, including new transactions, data location storage and export thresholds.
#B Methodology: What new/existing app(s) will seamlessly and automatically transfer customer data to produce and distribute rewards to existing/new customers.
#C Rewards structure: business products/services, give aways, and/or local vendors.
Time estimate for this phase is 40-60 hours depending on how many give aways need to be priced, how many vendors need too be connected, how website modifications will take place, and the process of transferring customer data to app(s).
This work will give you a clear expectation, hard numbers, on what your cash cost is to setup and establish the rewards program. Plus, your definitive research provides enough pricing info to make cost estimates on different volumes of reward participants, including the processing of their accumulate points.
PHASE TWO - BUILD, TEST
Time to assemble the components and fine tune the data transfer processes.
Be sure to include testing the entire program with dummy accounts, testing the entire process on all computing devices: MAC and a PC; table/iPad; iPhone and Android phones.
Points To Check
#A Enrollment Process: does it work on each computing device?
#B Enrollment Method: does it work for existing customers, new customers, and customer referrals?
#C Emails Automated: are the correct recipients receiving the automated email? And, is the email content written correctly and formatted properly?
#D Points Rewarded: are the the points assigned to correct recipient in correct placement?
#E Reward Tabulation: points being awarded correctly on purchase level?
#F Customer Profile: correct information and correct reward results?
#G Error Messages: best message being displayed and link to sending alternative email?
#H Products: order process working properly and ship destination correct?
#I Local Vendor: multiple contact points in place and effective?
#J Privacy: customer contact info is secure? Lost password recovery automated?
#K System Take Down: one point access to turn rewards program off entirely?
PHASE THREE - PUBLISH, MAINTAIN
A significant piece is making sure you have a development process in place open for program is up and running.
Once your rewards program is live, you are not able to test upgrades or revisions on it. When you have a separate development system that mimics your live system, you can insert system upgrades, content revision, and add new rewards without disrupting the live system.
Be sure to double check the reporting system during the embroilment process of existing customers. If the app does not automatically archive your report formats, be sure you establish that in the settings
Generally, it’s a good idea to set a limit time on enrollment into your loyalty program to your existing clients.
For example, give them 15-25 days to respond to your emails and enroll. After that point in time, they begin as a new client who has not done business with you, meaning they miss out starting with acclimated reward points.
This serves two benefits to your biz. One, it requires them to visit your website to enroll, plus they receive something pleasantly new to tell their family and friends.
That type of information is in your FAQ on your website. Everything is in plain view, you are not hiding anything.
Also, another point to remember in all your email communications, design each email with intent to generate clicks to your website. This means designing email content with some info, but not all info. When the participant reads the email and desires all the info, they click to visit your website.
Shorter emails that include a link, to a specific spot on a certain website page, makes it’s easier for your customer to find info they are seeking. Plus, you build your website traffic and in SEO, website traffic is an important factor to producing organic search listings on your biz - on the first page of search results (FPSR).