By Jeanne Roué Taylor
We’ve heard the phrase, “A bird in the hand is worth two in the bush,” since childhood. We were being told by wiser adults to value what we have over the things we don’t. Customer engagement has the same lesson at its heart: We can more easily achieve our goals by creating better, more loyal relationships with our existing customers than by focusing our energy on acquiring the customers we don’t already have. Figures vary, but there’s a consistent theme in the marketplace that it costs five times as much to gain a new customer than it does to retain the one that’s already with you.
Loyalty programs are the cornerstone of a successful foundation that supports customer retention and makes that ratio so important. Think of the marketing and advertising budget applied to creating new relationships. Is it one-fifth of the spend on loyalty platforms for most companies? Too often, it isn’t. In fact, many companies spend far more on acquiring new customers than they do on loyalty and customer service combined.
Big Data Heavily Favors Loyalty
In our data-driven times, driving your business through loyalty is a powerful approach. Loyalty programs provide the permissioning that allows for greater information collection, analytics, and actions based on data your customer has agreed to provide. The creepy factor is greatly reduced and over time, your ability to collect and use data only increases. Customers willingly give detailed information to a brand that they trust, to provide a mutual benefit in the relationship. Loyalty programs create a virtuous cycle of brand and customer engagement.
When companies use the same data-driven approach to customer acquisition, the odds of crossing the creepy or annoying line are greatly increased. That challenge alone holds brands back from being nearly as effective when it comes to gaining new customers using personal data. Our Big Data world favors customer engagement and loyalty by a wide margin. Are you ready to engage your customers and benefit from the bird in the hand?