Emotions have a direct impact on purchasing decisions. For loyalty experts, building connections between consumers and brands through users' moods, feelings, needs or aspirations are some of the foundations of success that sustain loyalty programs. This has a direct impact on brand retention and prescription.
Tenerity, a company specialising in profitable loyalty, recognises the importance of these connections established between consumers and brands. In fact, personalised, real, contextualised and convenient experiences have become very popular. This is demonstrated by numerous studies on the subject, including the latest report prepared by the Association for Customer Experience, “Reinventing the customer experience”, which highlights the growing importance of attributes not related to price, such as the emotional dimension .
Tips to generate spark between ghana phone number example consumers and brands
Hyper-personalized experiences, amplified interactions, excellent customer service, agile technology, adaptive personalization, or agnostic content are the six basic elements to generate that spark between consumers and brands.
Access to information . In order to offer hyper-personalized experiences, it is essential to know users in depth, which requires requesting a large amount of information from them. One option is to gamify the experience by making it immersive, being transparent and very clear about the purposes and without making illegitimate use of the data obtained. When pertinent information is offered at the right time, engagement levels multiply.
Amplified interactions. In order to spark a connection, it is important to have things in common. For this reason, it is vital to know your consumers. The greater the degree of personalization, the greater the feedback from consumers and interactions with them can be amplified to reach higher levels of engagement.
Excellent customer service. This is one of the most important departments when we talk about the relationship with users, since it is the point of contact between the brand and consumers. The loyalty strategy must always include the customer service department, whose mantra must be based on excellence, speed and efficiency.
Agile technology. Technology platforms are able to adapt to the strategic needs of consumers at the right time.
Personalization with adaptability. Every consumer is unique. Therefore, they must be treated as such. Thanks to technology and analytical tools, it is possible for each individual to receive personalized treatment, according to their interests, which makes a difference in terms of approaches, type of content, frequency, etc.
Content agnostic. The user, through their preferences and interactions with the loyalty program, is the one who should ultimately define the content of the program.