To explore more about enhancing customer loyalty through Omni-channel strategy request a full copy of the presentation at: www.cloudbiz.eu/findmore

1. 3 Key- points
In Loyalty Schemes
Implementation
Why Omni-channel loyalty solutions
are a necessity nowadays?

2. Introduction
Loyalty programs have become a reality.
Open your wallet and count how many
loyalty cards you have. It is a certainty that
people are ‘loyal’ to many brands even
when they have not realized it.

3. Quiet interesting is the fact that today customers
demand to have extra privileges because they buy
too often from a specific brand, as they say.
In other words, efficient or not, loyalty programs
have become an integral part of customers’ life and
companies do recognize that.

4. Today, we are not going to analyze again why
loyalty schemes are so inevitable for companies to
launch, but to talk about a new loyalty initiative
that is here to stay, the Omni-channel strategy.

5. Understand the customer of 2015
Customer of 2015 is totally different from the customer of
2008. He focuses on value for money purchasing decisions
and is constantly looking for opportunities / offers (Smart
Buying), which is daily being proven through Cloudbiz
findings arising from various industries such as retail,
clothes, cosmetics and furniture...

6. Customers have enriched their communication channels
(internet, social media, mobile, tablet, phablet, mobile
apps, proximity, smart TV, wearable) and are always
connected.
That’s why customer loyalty needs to be defined under
new terms.

7. Technology now holds a key role and goes
public in every chance given. Brands are
able to interact with customers through all
these new channels every day and it is not
a myth that we are crossing the era when
marketing meets technology.
Marketing Technology

8. Luckily, customers today are willing to share his personal
details and purchasing preferences if that information is
handled with confidentiality and discreetness…
For instance, at Cloudbiz we run promotional campaigns
for our clients with targeted messages to each customer
that receive 12-15% average response rate leading to
20-25% incremental sales.

9. Knowing who is your most important and your least
important customer means that you can focus on
generating more revenues and profits.
With Omni-channel loyalty, knowledge becomes more
deepen and powerful.
Building an Omni-channel strategy offers your brand
knowledge of how your customer interacts across all
channels and the opportunity to use this knowledge to real
time marketing actions.

10. 3 key points
that every manager should keep in mind
while implementing a loyalty scheme
though Omni-channel strategy

11. 1. Do not underestimate the physical channels
A well-designed loyalty scheme and an integrated promotion
strategy between your website, social media, radio and billboards
will not be likely to succeed unless the program is not effectively
promoted where it matters most – in the store…
A mix of online and offline channels will enhance customer’s
experience and help brands increase customer loyalty.

12. 2. Make it easy for your Omni-channel customer
Brands should create a unique customer experience from day -1 to ∞.
Take the registration phase as an example. Imagine the reaction of
your customer the time the cashier informs him that just the
registration of the scheme is a time-consuming procedure…
Otherwise, competitors will steal them from you.

13. 3. No customer is worth ignoring until
you know them.
Loyalty Programs can be harmful if customers perceive that they are
marginalized as less valuable than others who are capable to be
higher spenders. Of course a weekly customer should be more
encouraged to join your Loyalty Scheme but why not incentivizing
each customer to visit the store one more time per month….

14. Cloudbiz is a leading Marketing Technology Agency. Along with its
state-of-the-art client services, Cloudbiz offers an end-to-end
experience helping global Brands increase Customer Loyalty
through effective Omni-channel strategy and CRM Programs. In a
customer-oriented approach, Cloudbiz provides innovative and
efficient services, contributing strongly to upward trend in sales of
its customers.
Over the 10 years of its activity, Cloudbiz has developed a portfolio
that includes more than 25 of the largest brands in the Greek and
global market, including Intersport, IKEA, Johnson & Johnson, Folli
Follie, Marks & Spencer, Accessorize, etc.

15. Thank you!
To explore more about enhancing customer loyalty through
Omni-channel strategy request a full copy of the presentation at:
www.cloudbiz.eu/findmore