If you’re starting a new business, it’s common to want a rewards program that offers big incentives to your customers. A high-value loyalty program is a great way to get new customers in the door and keep them coming back. But this could come back to bite you down the road, when your business is on more solid financial footing and you no longer need to work as hard to attract and keep your customers.
Unfortunately, changing an established rewards program can be a complicated process. Customers who have earned points and redeemed incentives under the current program are likely to be confused and angry when a program is changed. That’s inevitable, to a degree. But, as was detailed in a recent article on Inc.com, there are ways to minimize negative reactions from customers.
Don’t make it a surprise
Alert customers of the change at every opportunity – send emails, post on social media, tell employees to mention it and create in-store signage. Give your customers ample notice of the change so they have time to redeem existing points and become acquainted with the new program.
Focus on the positive
If your new loyalty program removes financial rewards, add new advantages or incentives so customers remain engaged. Create fun new ways to earn points, such as sharing the program with a friend or playing a game online.
Be proactive and flexible
Continually reminding customers of the impending change is a good first step toward peaceful implementation, but you’ll likely still have people who are miffed about the switch. If customers are especially upset, consider grandfathering them into the new program, or offering them extra incentives. Empower your employees to offer these stopgaps as needed to make customers happy.
Your POS system will be an important tool in the switch to a new loyalty program. For questions regarding rewards programs and POS systems, and to find the right POS system for your business and goals, visit our website or call toll free at 1-877-580-9687.
