Take the simple coffee card, for example. That's one of the easiest, most common type of consumer loyalty program you'll ever see. It's simple: buy 9 or 10 cups of coffee, and your next one is free. We've embraced this idea so warmly that we could float a battleship with all the free coffee we've drunk.
Psychology of a Consumer Loyalty Program
If you want your consumer loyalty program to be successful, it needs to be easy to use. If your customers buy a product X number of times, they can get the same product they're already buying.
A frequent buyer card is the best example of a consumer loyalty program, because it rewards customers for doing something they would normally do anyway. But it has the added effect of getting them to do it more frequently.
You can do this with music download cards or free ringtones. Give away one card or ringtone with every 10 items your customers buy, every 10 times they use your service, or every 10 friends they refer. Any kind of digital incentive can be marketed with a consumer loyalty program.
The thing we really like about a consumer loyalty program like music downloads is that they're hard for the customer to abandon. They'll think they can't give up my loyalty card once they've started it. They get the card for the first stamp out of habit. "I could quit any time. Maybe I'll try a different program and see if I can find a better one," they promise themselves. But they go back, because they don't have time, or because it's a habit.
Once they cross that threshold of three or four purchases on their card, they figure they might as well keep going. That other program will still be there. "I'll check it out next week, after I get this song. Once I hit seven or eight, I can see the finish line. It's just up ahead. A couple more purchases, and WIN! I get a free song!"
And anyone who knows anything about customer loyalty management uses this kind of marketing, and will try to give away a digital incentive, or even a few, to the really loyal customers. "Go nuts," they tell us. Because they know they've more than made up for the cost of the extra freebies by bringing them back 10 other times over the last few weeks. In fact, by offering a consumer loyalty program, they've probably brought the customer back a few more times each month than they might have otherwise visited. A real customer loyalty management pro will also know how to keep track of the average number of visits of their customers, and can track how effectively their promotions are increasing sales.
The Downside of the Consumer Loyalty Program
There isn't one.
Okay, there are a few, but it usually happens if the consumer loyalty program is not run properly. If you don't promote it to your customers. Or if your offer is too difficult — buy 100 songs in 30 days. Or the reward is not motivation enough — buy 100 songs in 30 days and get one free ringtone.
By making the reward seem worthless or cheap, or the purchases too difficult to reach, you can actually hurt the effectiveness of your consumer loyalty program.
You can find almost any kind of consumer loyalty program if you look hard enough. Look online, check out a few consumer loyalty program, case studies and digital incentive programs. And visit a local coffee shop and check out their program. Once you get your first cup, you'll be hooked.
--Julie Ann Ross
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