Author: Mike Sullivan

Mike has more than 15 years of experience designing and implementing incentive and recognition programs. He specializes in employee recognition and multi-step channel sales incentive programs. When not tending to his clients’ needs, Mike can be found wetting a line on a local waterway or traversing a hiking trail with his wife Michelle.

Churn Baby, Churn: Do you have a customer retention strategy?

customer retention strategyEvery company’s goal is to retain clients year to year.  Depending on what you read, existing customers deliver 4 to 1, 10 to 1 or 20 to 1 (I am pretty sure that any ratio will do!) ROI over new customers.  “The Leading Cause of Customer Churn, and How to Avoid It” looks at what exactly is lost when a customer walks out the door and does not come back as well as some different strategies to reduce churn.  It is an important topic, because reducing churn even by a small percentage can increase your profits exponentially.

One item that was identified that I had not read before was overconfidence that once a customer makes an initial purchase, they will be back soon to make another and another…  While that may be true, it certainly would increase one’s odds by giving that new customer a specific reason to come back.  These can range from promotions to surveys to a phone call just to see how they are doing with their purchase.  Makes sense, but how many companies have a specific strategy?  Once customers have made their second purchase, their profitability increases 4 times, 10 times, 20 times, you get the idea.

Personalization is another area where new customers can be encouraged to become repeat customers.  General information about your new products can be helpful, but a personalized message to your customers recommending a new widget based on their last purchase is better.

OK. Here comes the plug. All of these areas mentioned from promotions and new product introductions to personalization and surveys are all excellent areas for a points-based loyalty program.  “Hey, (insert customer name), we value your business and have provided you with 5,000 points in Our Company Rocks Loyalty Program as a way of saying thank you” or once the program has been established an offer for double points on a new product introduction or for completion of a customer survey.

So, do you have a customer retention strategy?  Let us show you how a loyalty program can make it stronger.

Incentive Travel, Reward and Recognition Trends

The Incentive Research Foundation recently released their 2017 Trends Study, which was developed through collaboration by the IRF’s Board of Trustees and advisors.  The study lists 10 important trends for incentive travel, reward, and recognition programs in 2017.  Below are some of those findings along with my observations and comments. The Increasing Demand for Non-Cash… Read more »

Participant Experience: Survey Says …

Our web-based incentive points platform features many modules designed to enhance the participant experience.  Our clients use these to ensure participant engagement and maximize the benefit of their sales incentive or employee recognition programs.  Whether it is the utilization of graphic goal trackers for a sales incentive program or the utilization of badges for “shout-outs”… Read more »

Millennials – Mobility Agility?

I recently attended my younger brother’s wedding, and while there had an opportunity to sit back and do some serious people watching.  From my vantage point, I had a pretty good view of my parents’ table, which were mostly Baby Boomers and my brother’s table which were mainly Millennials. I was able to observe behaviors… Read more »

Shh! It’s a Secret

This article describes a secret loyalty program for Chick-Fil-A where customers are invited to participate and gain access to unique reward items such as free food and special tours.  What makes this loyalty program special is not all Chick-Fil-A customers are invited to participate.  They are made to feel like they are gaining access to… Read more »