Going the Distance: Four Ways to Build a Better Customer Loyalty Program for Your Brand

It’s easy enough for a customer to join your loyalty program, especially when you’re offering an incentive such as discounts. All your customer has to do is give out some basic information, and voila! They’re in the fold, a brand new loyalty member with your company. From there, it’s happily ever after. You offer the perks; they stand solidly by you, bringing you their continued business. Simple. Or is it? In reality, just how many of those customers are act ively participating in your loyalty program? Do you know? Sure, loyalty program memberships are on the rise according to market research company eMarketer, having jumped 25 percent in the space of just two years. However, that figure may be a bit misleading. The truth is that, while loyalty program sign-ups may be more numerous, active participation in such programs is actually in decline. At the time of the study, the average US household had memberships in 29 loyalty programs; yet consumers were only active in 12 of those. That’s just 41 percent. And even that meager figure represents a drop of 2 percentage points per year over each of the preceding four years, according to a study by loyalty-marketing research company COLLOQUY.

When discounts just aren’t enough

So what’s a brand to do? How can you make your loyalty program worth your customer’s while—as well as your own? After all, gaining a new loyalty member doesn’t mean much if your customer isn’t actively participating in your program. Consider this: Does your customer loyalty program offer members anything different from what your competitors are offering? Chances are your program includes discounts. That’s a given. And what customer doesn’t appreciate a good discount? But when every other company out there is providing this staple benefit in comparable amounts, it becomes less and less likely that customers will remain loyal to any one particular brand. Frankly, it’s all too easy for customers to get lost in a sea of loyalty member discounts. They’re everywhere. In fact, just under half of internet users perceive that all rewards programs are alike, according to a 2015 eMarketer survey. The key to success, then, is to differentiate your business from the crowd. If you can offer your customers something unique and valuable beyond the usual discount, chances are they’ll be more likely to stick with your brand. Here’s some inspiration from companies who get it.

Virgin: Reward more purchases with more benefits.

That’s not to say you need to get rid of discounts entirely. In fact, nothing could be further from the truth. Customers still love a good discount. The goal is to be creative in terms of the loyalty perks you offer. Take the Virgin Atlantic Flying Club, for example. As part of its loyalty program, the airline allows members to earn miles and tier points. Members are inducted at the Club Red tier, from which they can move up to Club Silver and then Club Gold. Here, it’s not just a discount. It’s status. And people respond to feeling important, elite. Still, even where the rewards themselves are concerned, Virgin is motivating loyalty customers with some pretty attractive offers. At the Club Red tier, members earn flight miles and receive discounts on rental cars, airport parking, hotels and holiday flights. But as members rise in tiers, they get even more. At the Club Silver tier, members earn 50 percent more points on flights, access to expedited check-in, and priority standby seating. And once they reach the top, Club Gold members receive double miles, priority boarding and access to exclusive clubhouses where they can get a drink or a massage before their flight. Now that’s some serious incentive to keep coming back for more. Discounts are still part of the equation – but they are designed with innovation and personal value in mind, elevating them to more than just savings.

Amazon Prime: Pay upfront and become a VIP.

What if your customers only had to pay a one-time upfront fee to get a year’s worth of substantial benefits? It may not sound like the smartest business idea at first glance. But take a closer look. Amazon Prime users pay a nominal $99 a year to gain free, two-day shipping on millions of products with no minimum purchase. And that’s just one benefit of going Prime. It’s true that Amazon loses $1-2 billion a year on Prime. This comes as no surprise given the incredible value the program offers. But get this: Amazon makes up for its losses in markedly higher transaction frequency. Specifically, Prime members spend an average of $1,500 a year on Amazon.com, compared with $625 spent by non-Prime users, a ccording to a 2015 report from Consumer Intelligence Research Partners.

Patagonia: Cater to customer values.

Sometimes, the draw for consumers isn’t saving money or getting a great deal. The eco-friendly outdoor clothing company Patagonia figured this out back in 2011, when it partnered with eBay to launch its Common Threads Initiative: a program that allows customers to resell their used Patagonia clothing via the company’s website. Why is this program important to customers? And how does it benefit Patagonia? The company’s brand embraces environmental and social responsibility, so it was only fitting that they create a platform for essentially recycling old clothing rather than merely throwing it away. The Common Threads Initiative helps Patagonia build a memorable brand and fierce loyalty by offering its customers a cause that aligns with deep personal values. OK, so their customers get to make a little money, too. Everybody wins.

American Airlines: Gamify your loyalty program.

If you’re going to offer your customers a loyalty program, why not make it f un? After all, engagement is key to building a strong relationship with your customer. And what better way to achieve that goal than making a game of it. American Airlines had this very thing in mind when it created its AAdvantage Passport Challenge following its merger with USAirways. The goal: find a new way to engage customers as big changes were underway. Using a custom Facebook application, American Airlines created a virtual passport to increase brand awareness while offering members a chance to earn bonus points. Customers earned these rewards through a variety of game-like activities, from answering trivia questions to tracking travel through a personalized dashboard. In the end, participants earned more than 70 percent more stamps than expected – and the airline saw a ROI of more than 500 percent. The takeaway: people like games.

Stand out from the crowd.

Your approach to your customer loyalty program should align with your overall marketing approach. Effective branding is about standing out, not blending it. Being memorable is key. To this end, keep in mind that loyalty programs are no longer a novelty. That means that yesterday’s strategies won’t work moving forward, so look for ways to rise above the noise, setting yourself apart from the cloying drone of countless other cookie-cutter programs.

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When Less is More: An Introduction to Minimalist Website Design

Minimalism is a trend that garners a lot of debate and discussion in the website design community. As a result, chances are good that you’ve heard of minimalist design and seen its principles in practice on sites that you visit day in and day out. But what exactly is minimalist design? And is it the right choice for your site?

Minimalism defined

In website design, minimalism can easily be construed as plain, lackluster or easy to accomplish. However, that is quite far from the truth. To the contrary, minimalism is a philosophy of web design that strives to eliminate all unessential features and elements in order to enhance usability by providing a clean, streamlined browsing experience that is absent of unnecessary distractions and clutter.

Focus

Every successful minimalist design starts with a crystal-clear vision of the purpose of the site and the key messages it needs to convey. Before any design choices are made, it’s critical to outline the goals and content of the site. This requires determining what information is most vital to visitors and arranging it in order of significance. You might actually be amazed to discover how little information is actually required to help users make decisions or accomplish their goals.

Typography

Because minimalist design is reduced to only its most essential visual elements, the site’s content takes center stage. As a result, typography is key to capturing the user’s attention. The choice and usage of typefaces in minimal design is critical to creating a unique look and feel that makes a lasting impression on visitors. Therefore, it’s important to choose a combination of typefaces that both reflect the personality of the brand and provide a clean, pleasurable user experience. Yet again, restraint is key, as using too many different fonts can make the site feel unorganized and chaotic. Beyond the choice of typeface, attention to detail in size, color, spacing and weight is important to ensuring readability and defining the overall aesthetic of the site. The WPShower website offers a good example of the role typography plays in setting the tone for minimalist design, with an easy-to-read yet somber font for the main caption and a quiet font for the menus.

Color

A common myth of minimalism in website design is that it entails a lack of color. While many minimalist websites do feature a color palette that is limited to black and white, this is merely an aesthetic choice, not a requirement. Instead, just as with all other elements of minimalist design, color should be deployed in ways that emphasize focus and restraint. Minimalist sites commonly employ a single continuous background color that sets the mood or tone for the site. A carefully chosen accent color is then employed to draw the user’s attention to key features of the site, such as navigational elements or important points within the content. It’s important to ensure that the accent color is not used to excess, or else it will lose its impact. For instance, take a look at authentic style, the design portfolio of William Smith. The background is brown, with another shade of that very color used as accent, yielding an overall effect that is minimal, clean and neat.

Layout

Layout is a make-or-break element of minimalist design. It requires proper execution and an absolute lack of ambiguity. All elements should work together to keep the primary focus on the site’s content. Minimalist design requires special attention to certain key elements. For example, the company name and logo should be in a prominent location in order to establish the site’s identity and promote the brand. Next, as with any site, ease of navigation is critical. Navigation menus should be convenient to locate and use on any device or platform. If visitors are forced to scavenge for information, the website will not be popular, no matter how beautiful it is. For instance, take a look at the website of The Mavenist – a minimalist design featuring awesome typography and a user-friendly layout. Also, it is often incorrectly assumed that a minimal website design excludes images and graphics. After all, we are concentrating on good typography, few colors and highly structured layouts, so images will only introduce chaos, right? Actually, no. Images are an important component of any website’s content, and in minimalist design, images can be used to powerful effect in the absence of other competing graphical elements. For example, take a look at the Clean Dessign theme. It is loaded with images and yet maintains restraint in terms of layout and design.

White space

White space – also known as “negative space” – simply refers to the area on a web page that is not occupied by any design elements or text. Even though it is called “white space,” it does not actually have to be white. This term merely refers to the space that exists between content. White space is a critical element of any design – not just minimalism. It can be tempting to fill this empty space in order to make the best use of the available real estate on the page. However, in fact, it is this space between content that helps users make sense of the page and understand which elements are most important. In minimalist design, white space is used to help lead and direct the user’s attention. For example, content that stands alone will draw focus immediately. Furthermore, white space can also be used to group similar items together as well as to create separation and differentiate between elements of various levels of importance.

Getting started with minimalist design

While minimalist design is appealing in its simplicity, it’s not the right choice for every site. It works best for those sites that are centered around serving a singular purpose – whether that’s selling an app or presenting a portfolio of work. So how can you determine whether your site would benefit from being redesigned with a minimalist approach? The answer is more simple than you might think. No matter what business you’re in, your website exists to help that business grow. Therefore, every decision you make with regard to your site should be based on whether it will help to advance your business growth objectives. A good place to start is by evaluating your current website. Make a list of its various features and components. Now arrange that list in order of usage, with the most commonly used ones on top. From there, go down the list and eliminate any that are not often used or are not essential to supporting the business objectives of your site. If what remains on the list reflects a few relatively simple ideas and functions, your site could be a good candidate for a minimalist redesign. Further exploration with an experienced website design firm will help you identify the ways that your site could be simplified and streamlined. As always, usability trumps all, so any changes must be driven by the goal of providing the best possible experience for visitors that motivates them to take action. Implementing minimalism just because it is a popular trend could ultimately undermine your site’s ability to help you capture and convert new customers. But if your aim is to present a focused message in a powerful way, minimalist design will provide a stage where those ideas can shine.

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SEO 101: A Plain-English Primer

In today’s marketplace, when people have a question, want information or need to find a product or service, they don’t flip open the Yellow Pages. They don’t scour online directories. In May 2010, Americans conducted 15.9 billion searches*Instinctively, they turn to search engines like Google, Yahoo and Bing. As a result, these sites hold the keys to targeted encounters between you and prospects who are looking for a solution that you can provide. In May 2010, Americans conducted 15.9 billion searches* using the five major search engines. Of those, 63.7 percent were executed on Google sites, while Yahoo and MSN sites claimed 18.3 and 12.1 percent, respectively. That’s a tremendous pie, and you undoubtedly want a piece. Unlike in the days when the Yellow Pages ruled the world, you can’t buy your way to prominence on an organic search results page. Fortunately, you can take a proactive approach to determining where you land in the ranking for applicable product- or service-related keyword phrases through the practice of search engine optimization, known as SEO. Much is to be gained by appearing in the first few results of a search. Users want immediate answers and are not likely to wade through pages and pages of listings. Furthermore, because the major search engines have built their reputation on returning quality results, the higher your ranking, the more apt the consumer is to assume that your site will deliver the solutions they are looking for. Therefore, in the simplest form of the equation, a higher ranking equals greater probability of a user coming to your site, more prospects seeing what you have to offer and increased opportunities to convert visitors into customers. As a result, garnering a favorable position in the results for select search terms is one of the foundational aspects of effective marketing today.

What SEO is and what it is not

SEO is not a turn-key solution.Let’s be clear: SEO is not a turn-key solution. There’s no SEO magic dust that you can sprinkle over your site and instantly advance from page five to page one. The value of Google from the user’s perspective is the efficiency of entering search terms and receiving relevant and trustworthy results without having to sift through a sea of unpopular and unhelpful spammy sites. In fact, the major search engines are constantly advancing and sharpening their algorithms in order to ensure that they protect their stature as the gatekeepers of good information. What does this mean for you the business owner? Achieving the top spot does not come easily, and it takes an ongoing, dedicated investment of time and resources to work your way up through the rankings of a search. After all, if just anyone could fake their way to number one, Google would be worth nothing. Unfortunately, because of the growing importance of SEO, it has become a lucrative field for marketing agencies looking to make a quick buck. There’s a proliferation of snake-oil salespeople who would have you believe that SEO is a simple, one-time fix that will launch you to the top of the list and send your traffic numbers through the roof. This is for their benefit, not yours. As a result of the misinformation and half-truths preached by these shysters, it can be difficult to separate truth from fiction, both in terms of what it takes to improve your standing and what to expect once you do. SEO is a complex process, but you certainly don’t need to become an authority in the minutiae to grow your business successfully. However, you should have a foundational understanding in order to sort out the legitimate practices from those that will only waste your time and money.

The anatomy of a search engine

At a basic level, all search engines operate the same way. The Web encompasses billions of documents that are bound together through links. Search engines use these links to find and access individual web pages and files, using automated “spiders” to crawl and index the content contained therein. All of this information is stored in trillions of records that are tied to specific keywords or phrases. Therefore, when a user initiates a search, the engine doesn’t have to scan all of the many billions of web pages in existence. Instead, it must only access the particular record that holds the index of information pertaining to the terms entered, making it possible to retrieve vast amounts of data in mere fractions of a second. However, search engines do much more than pull back data and generate randomly ordered lists of links that are related to the terms entered in the query. Rather, the results are sorted and ranked based on importance, which is gauged according to relative popularity, following the assumption that a site or page is popular due to the quality of the information it contains. Therefore, the objective of SEO is not only to ensure that the major search engines identify your website content as being relevant to the keywords that pertain to your products or services but also to increase the perceived importance of that content.

Turning the tables on search

You are undoubtedly very familiar with the mechanics of using a search engine. These days, online search is as deeply ingrained in our daily lives as eating or sleeping. However, as one who is charged with growing a business, it is a useful exercise to take a step back and seriously reconsider the search process, looking at it through the eyes of a prospective customer. Sure, it’s possible that a user might search for your business by name – “Sally’s Bakery,” for example. It’s easy to land at the top of those results. However, in that case, the searcher essentially knew what they’re looking for already, perhaps because they are a returning customer, they’ve seen your sign while driving down the road or they’ve been referred by another customer. The brass ring of SEO is capturing organic traffic – prospects that may never even have heard of you before.These types of visitors are good, but they aren’t necessarily the primary target of your SEO efforts. Instead, the brass ring of SEO is capturing organic traffic – prospects that may never even have heard of you before. These are users that are searching with more generic keyword phrases like “birthday cakes Charlotte” or “cupcakes Charlotte.” It’s not as easy to climb the rankings of these results, but it’s conquerable – not to mention profitable. It’s important to understand that each and every one of the billions of searches conducted each month begins with an identifiable need. Therefore, first and foremost, you should ask yourself two questions: “What types of problems do people have for which I can offer a solution?” and “What words or phrases would they use to express that need?”. The answers might not be quite as straightforward as you think. Let’s say you own a professional landscaping company. Certainly there are people who will search for “Charlotte landscaping” or “Charlotte lawn care,” and without question you want to make sure that your site is optimized to be ranked high among the results. But there are many, many other search terms like “landscaping ideas,” “garden,” “roses,” “weeds,” “fertilizer,” “insect control,” “How do I make my home more energy-efficient?” and even “How do I sell my house?” that are still relevant to your business. After all, chances are good that you would have something of value to offer anyone in your area that was experiencing a need related to one of those ideas or questions. Therefore, you should take all of these into account when developing your SEO strategy.

What’s next?

Now that you have a deeper understanding of the fundamentals of search, you’re well-armed to apply that knowledge to the practice of SEO. The great news for you as a business owner or marketer is that there are actually many things you can do yourself to improve your standing with the major search engines. Even better, many of these tactics also serve double-duty in supporting and reinforcing your other marketing efforts. Before you get started, be sure to read SEO 102: 13 Steps to Improve Your Ranking the Right Way. While there’s no instant formula that will launch your site to number one, by implementing these tried-and-true SEO techniques with patience and persistence over time, you can be confident that you will yield real results. * Source: comScore

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