Seven out of ten service providers cite customer retention and loyalty as the critical factors for driving growth. As more and more sales come from ecommerce and the ease of shopping at home, retaining customers becomes increasingly difficult, especially for retailers.
To help brands combat this growing problem, Retail Online Integration recently posted a list of “5 Ways to Rejuvenate Your Customer Loyalty Program.” One of the best suggestions was for companies to use the right tools and technologies to “encourage dialogue between customers and their close social circles.” The article gave an example of the Regal Cinemas Mother’s Day promotion on Facebook, which offered a free $10 eGift card when a customer purchased a $25 eGift card. As a result of the promotion, 50 percent of eGift participants shared the link with their social networks and Regal Cinemas reached new customers through referrals. Empowering customers with modern, shareable tools like Facebook is a powerful opportunity – but they will only be used when the offer is right and the customer feels they want to let their friends in on a great deal or memorable experience. Those aspects of discovery and pride encourage the sharing.