HOW LOYALTY IS ACTING AS A GAME CHANGER IN THE E-COMMERCE INDUSTRY

The e-commerce industry has revolutionised the way consumers think and purchase items. People love to shop online for all the convenience and benefits e-shopping brings with it. Consumers can shop anytime and anywhere for everyday or luxe products, save fuel cost, avoid traffic jams, and bypass crowded payment queues.  The list is just endless. On top of that, a good customer loyalty program — that is simple to access — keeps the customers motivated and hooked for a substantial period of time.

The old patterns of consumer behaviour do not hold true in today’s digital age. So a customer loyalty program, that is constantly evolving according to millenials’ demands and industry trends, is definitely the way to go. A successful loyalty program depends on how effectively the consumer data is studied. With the right approach and proper discipline, a set of new benefits excites customers to shop at a reasonable cost. The old benefits, that are no longer serving any purpose, are eliminated from the program.

A game-changing loyalty program not only leads to an increase in sales but also results in new customer acquisition and better reputation for the business. A better brand image is definitely a good sign for overall business operations.

According to studies, it is the idea of a reward that makes most customers happy. The idea of saving money only comes after that. Since any great loyalty brings with it new customers and ups the sales, it helps the brand to reduce marketing costs to a great extent. On top of that, existing customers are far more likely to buy from the same brand again and again. Therefore, to keep them loyal is far more handy than to target new customers. Also, since these customers are already familiar with the company’s products and services, they are more cost-effective to serve! Reduction in cost to company and honest feedback are the two things that a business can rely on their loyal consumer base for.

Although many e-retailers understand the concept of customer loyalty fully and how important it is, many of them are lacking in effort for a sustained loyalty program. So there seems to be a disconnection. Still others don’t keep an accurate tab on how these programs are performing, even after they have been set into motion. The idea is to recognise the prime market and construct a plan that makes new customers loyal and keeps the loyal ones excited and looking forward to the brand’s new products. This has also proven to be helpful in beating competitors — that serve the same products and services — thereby gaining an edge over them!

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