CX TALK: 3 Key Elements of a Great Customer Loyalty Scheme
In this video interview, Tesco's Clubcard Rewards Director Rob Graham shares his top tips for creating a "great" loyalty scheme.
Loyalty reward schemes have been a hot topic on CX Network this week as eight major US companies have combined forces to launch a coalition loyalty programme, and we posted an infographic outlining 10 ways to keep customer loyal.
If you’re considering launching or improving your own rewards scheme to increase customer loyalty, then this interview with Rob Graham – previous Clubcard Rewards Director at Tesco (LON:TSCO) and now the UK supermarket giant’s Customer Engagement Centre Director – from the Customer Experience Exchange for Retail will be very helpful.
His invaluable advice for any company considering to set up a rewards scheme for customers covers the three key elements of a great loyalty scheme, the role of IT and ecommerce, and how to differentiate from other schemes.
He also discusses the key elements for a strong customer experience strategy, from converting insight into action to empowering your colleagues.