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Contactless Loyalty

What is contactless loyalty? 

Contactless loyalty is the act of creating long-lasting connections with your customers and keeping them coming back to your brand—even when human contact is limited.


As the world becomes increasingly contactless, retailers must focus on building loyalty. Competitive brands will optimize the proliferation of contactless experiences to build human connections and engender loyalty. Businesses should work to evolve from contactless experiences to contactless loyalty.


On your journey toward creating contactless loyalty, here are some ideas to make strong, emotional connections with your retail customers: 


  1. Reduce contact as much as possible. Shopping is a very tactile process and safety still a top priority. Think of ways to showroom larger products to buy online and expedite the checkout experience in-store and ensure your loyalty communications are driving awareness of the extra steps the brand is taking.

  2. Promote your other methods for ordering and pickup, especially since customers are already adopting these behaviors. Think about all touchpoints—from ordering online to delivery or pickup. The technology should be seamless and easy to use, and you should clearly communicate the steps of interaction with customers. For loyalty program members consider offering soft benefits like: early/extended pickup, expedited check-out, enhanced returns or free/discounted shipping.

  3. Make sure you’re managing inventory and resources.With customers making fewer trips to stores, having their items available is critical. Use your loyalty and POS data to ensure headcount and inventory are available at throughout key shopping periods. Your employees should be trained and adequately staffed to ensure your loyal customers have the best contactless experience possible.

  4. Bring in-store pickup to the forefront of your online shopping channels and provide flexible options and clear directions for pickup. Use updated signage, and consider heightening experiences with allocated parking spots, dedicated phone numbers to call or text, and delivery straight to your customers’ trunks. Since most retailers now offer pickup options, you need to make sure that your experience is streamlined, builds loyalty and positions your brand as your loyal customers’ first choice.

Source: The Wise Marketer




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