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I make a purchase, I get a text. I browse a website, I get an email. The world is moving in real-time so my loyalty program should be responding in real-time as well, right?
When we talk to client about real-time. We also talk about the right time.
Think about your customer experience. When is the right time to be messaging. Do you want to thank someone for their purchase as soon as they walk out of your store? Or would you like to wait a day or two so the person has time to reflect on their experience and use some of the times they’ve purchased. When is the right time?
Technology allows us to do many things quickly and efficiently. But just because the technology exists, it doesn’t mean it provides the best possible customer experience (think grocery store self check-out).
Thinking about the customer experience you want to deliver: