Customer loyalty in digital sales — webinar recap

Retention and development

“Most companies are using loyalty programs for the wrong reason, and aiming it at the wrong customers. If we have real clarity about the differences within our customer base we’ll have much better sense.”

  1. The more we understand the differences across our customers and that the opportunities we have when serving them in a differential way are going to serve us much better than simply delivering the same tactics across all of them.
  2. The more we appreciate these differences, the more we need to think carefully about what retention and development tactics we are going to do at which time and for what customers.
  3. You need to have a plan. A long term roadmap of what tactics fit to use for what customers and adapt them to the changes in the market as needed.

Taking theory into practice

How do you segment your customers?

How can your company make customers feel differently about being loyal?

How do you get started?

“Walk through the customer journey.” — Pekka Antila, Finnair

“A/B-testing is always a good way to start.”

How would one go about recruiting the most loyal customers in the first place?

“Stop guessing and look at the data.”

Watch the webinar recording — Loyalty: In it to win it in Digital Sales

Nordic digital sales consultancy. We help companies get more revenue and more customers in the digital era.

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Nordic digital sales consultancy. We help companies get more revenue and more customers in the digital era.

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