This article is based on the recent Aimia White Paper, ‘Inflection Points: Seizing the Moments in Customer Loyalty.’ Click here to download the White Paper.
Customers today are more willing than ever to share information. As a result of this influx of data, marketers have a more clearly defined perspective of the ups and downs of the customer journey. According to Aimia's latest white paper, the key to loyalty lies in honing in on the critical inflection points and positively influencing them.
Aimia believes that harnessing data is a practice of separating the wheat from the chaff. The data that are most important won’t always be “big data,” but rather “core” data – the data that are most closely tied to real customer relationship value. Today’s loyalty solutions are approaching the point of utilizing this data to build loyalty at every stage of the customer journey, and marketing utopia is not far around the corner.
In this white paper, Aimia details the 10 most important loyalty moments of truth, and provides advice for getting them right:
- Before she Walks in the Door
- At the First Sign of Trouble
- During a Life Change
- When she Joins your Loyalty Program
- At the First Sign of Life
- During Program Redemptions
- During Make-good Opportunities
- When you Exceed Expectations
- When you Anticipate her Needs
- When she Sings your Praises
To learn more about how to leverage your customer loyalty inflection points, click here to download the report from Aimia.