Future-proofing customer experience personalization:

6 essential strategies for your rewards program

Amrith Ganesh

MarTech Blogger | April 29, 2022


Your customer data management process is critical to the success of your business. Without a customer data platform designed to support your digital marketing strategy, your rewards program will be ineffective at best.

What makes personalized customer experiences and engagement critical to achieving your business goals? According to one study, customers who are 90% engaged buy 90% more often and spend 60% more per transaction. Therefore, your data management and analysis processes are vital to creating highly customized customer journeys that drive continual engagement and revenues for your brand.

6 data-driven steps to a highly effective rewards program

Customer experience personalization is key to an effective, long-term digital marketing strategy. These six strategies are essential to building future-proofed, hyper-personalized customer experiences.

1. Consolidate your data

Data is frequently stored in separate ERP, MRP, CRM, marketing automation, web analytics, call center platforms, and other systems. As a result, most customer feedback analytics programs are inefficient since many of them waste a significant amount of data.

Using a centralized customer data platform can help you make sense of the data you’ve collected. Once your data is consolidated, cleaned, sorted, and segmented, you can leverage it to build the highly personalized experience journeys your customers crave.

Example: Perx has partnered with ONESIAM to help create a SuperApp. By bringing together more than 1,000 companies across various industries, opportunities are created to collate data into a clear picture of customers and their lifestyles.

This data can then be used to develop an overarching customer journey that is highly personalized and enhanced with gamification. Customer loyalty to any individual partner results in universal rewards (VIZ COIN) that can be converted and redeemed across any of the companies involved in the platform.

2. Dynamically engage customers and their evolving lifestyles

As conceptualized by Gartner, dynamic customer engagement is an alternative to reactive service. Companies using this method analyze customer data to turn every interaction into an opportunity to delight their customers and make them targeted, personalized offers. Such opportunities are plentiful because, as Gartner adds, only 9% of customers’ issues are resolved through self-service.

Organizations can invest in designing an elevated and seamless integration of offline and online experiences to offer meaningful and rewarding customer journeys that can continually adapt to future customers’ needs.

Perx’s partnership with ONESIAM supports a Universe of Extraordinary Experiences, and maximizes what customers gain from each spending by transforming existing Loyalty Programs into a value creation system.

The ONESIAM SuperApp can recognize patterns in user behavior thanks to AI-based technology. For example, the AI analyzes purchasing behaviors, predicts each customer’s next purchase, and curates a selection of products and services based on each user’s interests as part of hyper-personalized marketing.

Using data to engage consumers in this way dynamically drives the creation of campaigns that meet customer needs and enhance the integrated experience for robust customer engagement and retention.

3. Leverage data through gamification and customer loyalty programs

Develop a loyalty rewards program that offers hyper-personalized rewards that excite and engage users and create a shopping experience where purchases are made to elevate the quality of life and enhance potential.

Just as VIZ COINS in the ONESIAM SuperApp can be earned and spent with greater ease and excitement thanks to the gamified experience, individual brands can leverage the power of gamification to expand and improve their rewards program.

By reimagining how to engage and reward your most loyal customer, you can create future-proof fans of your brand who can also become brand ambassadors.

4. Personalize all engagement, but focus on digital-first

Build a digital-first framework that is designed to support ongoing customer experience journeys, not just one-off interactions.

McKinsey notes that “Today’s personalization leaders have found proven ways to drive 5-15% increases in revenue and 10-30% increases in marketing-spend efficiency — predominantly by deploying product recommendations and triggered communications within singular channels.”

Using data to create deeply personal, dynamic experiences for your customers will increase their trust for your brand and lead them to choose you again and again over other options put before them by your competitors.

Concentrating on digital channels helps make your messaging part of their daily lifestyle, until checking their progress in a game or what rewards they have unlocked becomes as natural and routine as getting dressed in the morning.

5. Exhibit digital empathy to leverage your customer’s emotions

Leading with compassion is critical to succeeding on digital. Cold and sterile offers won’t work; you have to connect emotionally with your audience.

According to Deloitte, 90% of customers find personalization appealing, and 4 out of 5 customers are more likely to purchase from a company that offers personalized experiences.

“The combination of convenience, customer understanding, and emotional engagement drives loyalty in customers and increases returns for organizations. Emotionally engaged, loyal customers not only spend twice as much as those who are not engaged, but 80% of them will recommend the brand to friends and family.”

When you connect with your customers on a basic level, they feel that you truly have taken the time to get to know them, and you can build on this customer relationship to drive actions and revenues.

6. Reap the benefits of hyper-personalization via gamification

With a solid customer data management strategy, you can focus on establishing a digital lifestyle ecosystem that drives business toward sustainability through the co-creation of shared value.

Maximize revenues through detailed product targeting and deployment of a robust and informed recommendation engine that can deliver individualized pricing and offers based on customer purchasing behaviors.

Lower customer acquisition costs by improving retention rates through increased brand stickiness and turning loyal customers into brand advocates. Additionally, reduce operational costs by implementing workflow automation streamlining customer interactions.

Elevate and future-proof customer experience personalization with in-moment customer journeys, 24/7, tailored customer service, and real-time customer segmentation. By delivering continual, consistent, and exciting customer experiences and rewards, you can build brand stickiness that won’t be beat.

Perx can provide the lifestyle marketing and customer data platform you need and the tools to build customer experiences and rewards programs that will stand the test of time.

Download the ONESIAM / Perx partnership case study to learn more about how you can improve customer engagement and elevate your loyalty program through gamification.

CUSTOMER SUCCESS STORIES