The better you are at retaining existing customers, the more loyal your customers will be.
|
However, when your customers subscribe to multiple loyalty programs to get the most benefits, does retention remain a good success metric?
|
Clarissa Schealer, Capillary’s North American SVP Sales & Loyalty Expert, believes brand managers should look at loyalty program ROI in terms of CLTV
|
That’s because it recognizes the value a customer brings throughout the duration of their relationship, not just the act of continuing with a loyalty program.
|
She also recommends brands should pay attention to the nuances like:
|
“We’re seeing brands increase their revenue by 20% and customer happiness by 50%,” Clarissa mentions. That isn’t surprising, given the close ties between happiness and loyalty. After all, customers repurchase products from a brand they love.
|
Clarissa also reveals how loyalty can solve various business challenges across verticals and the significance of Generative loyalty, among other things, in her recent interview with the Capillary team.
|
|
|
Helping you translate loyalty programs into revenue,
|
| | |
