We all want to leave customers eager to share their exceptional experiences with our brands. But standing out from players like Netflix and Nike is no small feat. Companies thrive by creating unforgettable customer experiences and the key to retail success lies not just in making sales but in crafting a journey that turns first-time buyers into lifelong brand advocates.

The digital age has equipped us with an abundance of customer data, providing unparalleled insights into consumer behaviors and preferences. Yet, the true challenge lies in converting this data into meaningful interactions that resonate on a personal level with each customer.

In the cookie-less digital ecosystem, omnichannel loyalty programs bring clarity to the obscured passage. Companies of all sizes can follow their logged-in customers' precise movements and deliver superbly personalized experiences – the trick is getting them to sign up and stay.

We're not the only ones who have identified loyalty programs that require a revamp: 80 percent of loyalty program owners are likely or very likely to rebuild theirs in the next three years. Let's take a look at four of the most strategic loyalty solutions taking place today.

Omnichannel loyalty solutions

It's no wonder businesses have had it hard when half of customers will stop visiting a site that isn't mobile-friendly, even if they like the business.

And when e-commerce platforms like Amazon go above and beyond with multichannel entertainment value, offering loyal Prime members access to movies along with their free delivery of goods, even large-scale Fortune 500 companies have struggled to compete.

But it's a battle worth fighting – Amazon Prime members spend more than double that of non-member customers.

Omnichannel loyalty programs focus more on engagement than simply incentivizing transactions. Take Gap, for example. The Fortune 500 multibrand retailer gained an additional three million loyalty card credit users by aligning its company credit card program with its loyalty offering.

Creating one "unified loyalty" program streamlined the earning and redemption of rewards across Gap's brands, improving the customer experience.

With a broader audience and multichannel benefits, it was also able to introduce a robust tiered loyalty system, allowing customers to gain points at every touchpoint and move up the ranks, whether spending on Gap's credit cards or with cash.

Founders should look to unify their loyalty offerings in-house or join omnichannel loyalty programs with partner businesses that complement their offerings to help improve their customer experience. 

Subscription box business model

Seventy-seven percent of consumers will spend more money on brands with which they have a retail subscription – this soars past the still-strong 28 percent higher average transaction value from membership consumers.

There are subscription boxes catering to almost every interest, allowing consumers or their gift recipients to explore a variety of items that might be too costly for an individual to curate individually.

Access to higher-quality items is the biggest driver of retail subscriptions: one in 10 of all retail subscribers use these services to get elevated value they can't find anywhere else. Just look at Horti's plant subscription. They even create special gift pricing which disables the auto-renewal.

Personalizing outfits and product combinations specifically for the company's audience creates an emotional relationship with brands, be it gluten-free menus or clothing individually selected for a particular eye color and figure.

The best part? These value-driven, emotionally connected shoppers are 71 percent more likelyto become brand advocates, bringing in new business as well as being top repeat buyers.

Real-time coupon delivery

Who doesn't love a good surprise discount? We see companies like Sephora offering points on every purchase encouraging returning customers and frequent visits and this is a great starting place for businesses that are certain their customers will buy again and again. 

However, imagine your one-time customers receiving a coupon just as they're eyeing that perfect shade of lipstick or the latest fragrance. Real-time coupon delivery nudges them to make the purchase they were fantasizing about and is an impactful way to tell your customers you appreciate them. 

The important part is that your customers feel like VIPs, giving them what they want when they need it: 79 percent of customers said being able to unlock exclusive benefits made them loyal. 

This is where scalable offer management systems, such as enterprise hubs, come in. They act as an organization's nervous system, providing aggregation and real-time data analysis capabilities, enabling marketers to act in the moment.

The result is a dramatic reduction in coupon creation and delivery times, enabling customers to enjoy discounts and special offers that feel tailor-made – just when they are most likely to make a purchase. This strategic approach not only fortifies customer relationships but also drives sales, setting the stage for sustained revenue growth.

Virtual demos for physical purchases

The future of business is customers trying out products without leaving the comfort of their homes. Augmented reality, virtual reality, and Web3 offer immersive experiences that minimize the chances of post-purchase regret – saving stores a ton in return costs.

Macy's created a surrealistic re-creation of New York where users can discover and engage with curated digital versions of select apparel from the On 34th collection.

Part of the experience includes designing their digital fabric and as they navigate through star checkpoints, they will unlock a unique digital T-shirt that is personalized to match their design. All apparel featured in the experience is shoppable as well.

Investing in technology that allows customers to try out products virtually taps into the curiosity and playfulness of a consumer's childself, and makes shopping online even more convenient for the practical ones.

Whether it's a new outfit or a new home, customers want to walk around in the product without it costing them working hours, postage, or fuel. 

Customer loyalty is about creating an unforgettable journey, one purchase at a time. Businesses are on the right path if they're looking to embrace omnichannel, sprinkle in some real-time surprises, craft personalized subscription boxes and let customers try out products in a virtual world.

The trick is to start with one, gather the right data, monitor the progress, and scale at a pace that suits your team, platform capabilities, and budget. 

 

Inc