RETAIN & GROW

Use Personalization & Tiered Programs to Inspire Customer Word-of-Mouth

When customers have positive experiences with a brand, they are more likely to recommend it to their friends and family. Personalization and tiered programs tap into this influence by allowing customers to feel heard and valued, encouraging them to not only become loyal but also advocates.

Gillian Setiawan, CX Consultant

Journey Popularity Index:

The Rationale

Personalization and tiered programs inspire word-of-mouth through a combination of recognition, exclusivity, and value. They foster a strong emotional customer-brand connection that allows for customers to feel genuinely appreciated. This motivates them to share their positive experiences with friends and family.

Ideally Suited For

Industry: Fashion, Retail, E-Commerce
Mobile app: Yes
Drive Multi-Actions: Yes

The Benefits

People tend to trust friends and/or family members more than brands. By inspiring word-of-mouth, brands can not only grow their reach and reputation, but also their credibility. As long as they continue to provide consistent positive experiences, businesses are well on their way to long-term success.

Key Performance Indicators

Boosted Customer Engagement, Brand Awareness, and Word-of-Mouth

Exclusive Reward
Customer Action 1
Instant Gratification for Customer Action
Customer Action 2
Customer Action 3

Exclusive Rewards for High-Tiered Customers

Upon reaching her third ESG point milestone, Ellie becomes a high-tier StyleHive customer. As such, she receives an SMS notification inviting her to exclusive events

Action 1: RSVP

Interested in the offer, Ellie signs in and RSVPs yes to the event

CUSTOMER RETAINED

Instant Gratification for Customer Action

After RSVP-ing yes to the event, Ellie receives another SMS notification informing her that she has earned an exciting reward for her to use at the event

Action 2: Event Attendance

Day of the launch party, Ellie signs into her StyleHive account to check in to the event

Action 3: Social Media Sharing

Being inspired by StyleHive’s ESG efforts at the event, Ellie shares her #ESGAdventure experience on social media. Her followers see her story and get inspired to engage with StyleHive as well

NEW USER GROWTH

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