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One of the most powerful ways retailers can provide customers with up-to-date, relevant information is through their loyalty programs, which is why many retailers are now rethinking their loyalty strategy.
Last update: 2021-08-12
What will happen if your company takes a more customer-centric approach? Well, it may become one of the most profitable companies in the country – we kid you not! Want an example?
Amanda Cromhout, the CEO of Truth, recently sat down with Brett Cameron from Old Mutual, a premium pan-African financial services group – and a user of the Comarch Loyalty Management platform, to talk about one of the biggest loyalty programs in Africa, namely - Old Mutual Rewards.
Building customer loyalty towards your brand is the responsibility of the entire company, not only the marketing department. Excellent customer service, high-quality products and services, and a well-designed loyalty program are just a start. That’s why it’s crucial to get the right person to manage loyalty in your company, somebody who can disseminate a customer-centric approach to all areas and deliver deep insights and recommendations.
During the maturity phase of a loyalty program, customers start to become less sensitive to the program's value proposition so interest begins to flatten. When growth begins to stagnate, it's time to evaluate and optimize the program and look for new trends and technologies to replicate its success and bring even more value to your members.
Using contactless payment options can reduce anxiety associated with shopping in-store during the COVID-19 outbreak. Unlike before, customers now wish to go about their daily lives with minimal contact with another surface. One of the main goals is to avoid cash transactions at all costs. Some people are paying via their smartwatches or tap-to-pay, and others want to use an app-based digital account whenever possible.