With the advent of smartphones and the alarming rate at which they have become an ubiquitous part of customers’ daily lives, CPG marketers have earned a tremendous opportunity to connect with shoppers in ways that weren’t possible before. Shoppers have become more inquisitive than ever, armed with their smartphones they undertake research, seek recommendations from friends on social media, and check reviews online before deciding -what to purchase.
The convergence of mobile marketing, social media, and email has paved a new way for brands to build one-on-one relationships with their end customers. CPG brands can now construct their own loyalty initiatives to engage directly with their best customers without hampering their relationship with the retailers and distributors or using inconvenient mail-in methods. Omni-channel loyalty for CPG brands enables data-driven campaigns based on consumers’ shopping behavior and creates an emotional bond with their customers, resulting in significant increase in ROI.
Omni-channel loyalty programs can transform CPG brands in the following ways:
Very few CPG brands sell products directly to their end consumers;- instead, most brands are heavily dependent on their retail and distribution partners. This wall of retailers makes collecting customer data almost impossible. CPG brands are often missing out on thorough demographic data, customer contact information, and purchase behavior data, which severely limits their ability to connect with and engage customers to build true brand loyalty.
This is where omni-channel loyalty comes to the rescue. Omni-channel loyalty programs offer CPG brands a way to directly interact with their end consumers and even collect everything from demographic data to purchase behavior information with tactics such as loyalty packaging, app integration, and receipt data submissions. They establish a dedicated line of communication with a business’s best customers, helping them optimize upsells, increase repeat purchases, and successfully launch new products.
Omni-channel loyalty programs, as the name suggests, can be executed at every touch-point where customers are present. Brands can interact with their end customers irrespective of the place of purchase- online, in-store, at a retailer, etc., and create a holistic experience that helps dramatically boost customer satisfaction.
Here’s an example: Imagine running a photo sharing contest positioned around the most shared and most popular images to date.Combine that with rewards that resonate with customers’ buying history, abandoned cart history, most loved products etc. Encourage your customers to share images of your products and,-refer friends to earn these rewards, which can be redeemed while shopping online or in physical stores.
Transform the Purchase Cycle
By connecting transactional loyalty data to touch-points throughout the purchase cycle —from awareness to product research and to post-purchase activity—CPGs can now build relationships at every stage of the customer journey.
With omni-channel capabilities brands can promote their loyalty program and offers at every possible touch point. They can ensure that offers get maximum visibility by showcasing them in prominent places on-site, by sharing on social media, at their physical stores, and through emails.
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