Stages of developing a customer loyalty program

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Studying customer base data or researching the target audience in order to structure consumer groups. Of course, building a loyalty ladder depends on the specifics of the company's activities, but first you need to figure out who you can count on. Lost customers who have missed more than two purchase cycles should also be taken into account, and they can be divided into lost, that is, those who went to competitors, and closed, with whom contact was lost for unknown reasons.

Distribution of customers by loyalty levels , taking into account their needs and level of expectations from your company. For each category, you need to determine the positive and negative factors that affect their consumer behavior.
Studying competitors' offers , as well as comparing your company's strengths and weaknesses with those of your closest competitors. It is necessary to highlight how you can retain customers, return them, or even lure them away from your competitors, taking into account what loyalty programs they use.



Drawing up a plan for working with each category of clients . Here you need to consider which measures will be more effective for a particular group - depending on the level of income, degree of loyalty and other factors. Your task is to find the most effective methods of stimulating consumers of the goods and services you produce. Accordingly, it is also necessary to think about how to return lost clients, as well as provide special forms of encouragement for the most active and loyal buyers.