Customer Loyalty Program: A Guide to Building Lasting Relationships

Customer loyalty programs play a vital role in driving retention, which is often more cost-effective than acquiring new customers. Despite this, many companies still prioritize acquisition over retention. 

Building effective loyalty programs is no longer optional, it's essential for long-term business success. 

In this article, we’ll walk you through how to create a customer loyalty program, share real-world case studies that highlight their growing importance, and explore how Loyalife helps scale meaningful, reward-driven programs. 

What is a customer loyalty program? 

According to Salesforce, a customer loyalty program is a well-structured marketing strategy that a brand implements to get customers (associated with the program) to continue to use their products or services for added benefits in return. 

Customer loyalty programs aim to reward those who engage with or purchase from a brand frequently. Brands can offer points, perks, or tiered benefits that increase with continued purchases—ranging from discounts and freebies to exclusive promotions. 

These programs are now common across industries like banking, hospitality, retail, travel, and e-commerce. At their core, they nurture an emotional bond between the brand and customer. Loyal customers often choose you over better deals elsewhere—and rewarding that trust is what loyalty programs are all about. 

How do customer loyalty programs work? 

Program loyalitas pelanggan bekerja karena secara tidak sadar orang senang menjadi loyal. Ketika pelanggan seperti itu ditawari hadiah untuk membeli produk dari sebuah merek secara berulang, dia akan mendapatkan insentif, merasa istimewa, dan mungkin juga menghapus aplikasi pesaing. 

Dengan demikian, insentif yang ditawarkan harus memiliki manfaat yang kuat agar pelanggan setia tetap setia. 

Loyalitas adalah produk sampingan dari pengalaman positif pelanggan dengan sebuah merek dan bekerja lebih jauh untuk membangun kepercayaan. 

Program loyalitas memiliki beberapa tujuan: meningkatkan bisnis, meningkatkan penjualan, memperkuat hubungan antara pelanggan dan bisnis, dan membuat pelanggan kembali secara teratur. 

Salah satu elemen penting untuk mencapai tujuan ini adalah memastikan program tersebut bermanfaat bagi pelanggan. Jika imbalan program tidak menarik atau tidak menarik bagi pelanggan, program tersebut mungkin tidak akan berhasil. Namun, jika manfaatnya menarik, program ini dapat membantu meningkatkan penjualan dan mendorong pelanggan untuk kembali melakukan pembelian berikutnya. 

Why are customer loyalty programs important? 

All businesses can benefit from building a customer loyalty program and rewarding customers with additional, exclusive benefits.  

In an increasingly competitive and crowded market, loyalty programs can differentiate you from your competitors and keep your customers around. I’m way more likely to shop at a store or visit a restaurant again if I know I’m getting a deal. 

Here are a few reasons why customer loyalty programs are important: 

1. Better customer retention 

Shoppers today are loyal to more than just price tags — they seek brands that resonate with their values and offer consistent engagement. 

Merkle’s 2024 report shows that a solid customer loyalty program has an 84% impact on a consumer’s decision to keep doing business with a brand. 

A well-crafted loyalty program keeps customers engaged beyond transactions. Whether you’re offering points for purchases, exclusive offers, or values-based rewards, you're reinforcing emotional connections that increase retention. 

Even service businesses can benefit. For example, home maintenance companies can offer recurring service plans, encouraging consistent engagement and long-term relationships. 

2. More customer referrals 

If your customers enjoy the benefits of your customer loyalty program, they’ll tell their friends and family about it. This word-of-mouth marketing draws in new customers at no acquisition cost and can generate even more revenue for your business. 

3. Cost-efficacy 

Acquiring new customers is expensive, retaining existing ones isn’t. A well-designed loyalty program not only brings customers back but also increases their lifetime value, making it a far more cost-effective strategy than constant acquisition campaigns. 

Satisfied members of your program often become informal brand ambassadors, helping you scale through referrals and reducing reliance on costly marketing efforts. 

4. User-generated content and reviews 

Online reviews carry serious weight. In fact, they’re nearly as influential as personal recommendations. Loyalty programs that reward reviews, testimonials, and social sharing turn happy customers into content creators — spreading the word and boosting trust without you having to say a word. 

Types of customer loyalty programs with examples 

Selama bertahun-tahun, berikut ini adalah berbagai program loyalitas yang telah dicoba dan diuji yang telah bekerja dengan sangat baik bagi banyak bisnis di seluruh dunia. 

Ada beberapa program loyalitas pelanggan yang telah dicoba dan diuji untuk bekerja secara efisien dan mudah. Belum lagi, ada ide-ide baru yang bekerja dengan baik. 

Dalam ranah program loyalitas, Anda dapat memilih program berdasarkan industri, keterlibatan pelanggan, kekuatan/kelemahan perusahaan Anda, dan kriteria lainnya. 

Meskipun sebagian besar perusahaan tetap berpegang pada satu atau dua jenis program loyalitas, banyak perusahaan yang mencoba kombinasi lebih dari dua program untuk mengapresiasi dan memberi insentif kepada pelanggan setia. 

Di bawah ini adalah program loyalitas yang paling banyak digunakan: 

1. Program poin 

Seperti namanya yang sudah cukup jelas, program poin adalah program yang menawarkan poin untuk pembelian yang sering dilakukan. Tersedia di situs web online dan aplikasi, pelanggan dapat mengumpulkan poin untuk setiap pembelian dan menukarkannya di kemudian hari dengan produk atau diskon yang signifikan. 

Salah satu program loyalitas yang paling banyak digunakan, program poin diketahui secara bertahap meningkatkan nilai pesanan rata-rata, dan mendorong pelanggan untuk tetap setia pada merek.

2. Program loyalitas berbasis pembelanjaan 

Sesuai dengan namanya, program loyalitas berbasis pembelanjaan memungkinkan pelanggan untuk mengumpulkan kredit loyalitas (dalam bentuk bintang atau koin atau perangko) berdasarkan pembelanjaan mereka. Jenis program loyalitas pelanggan ini mudah dibuat, dipahami, dan dikelola. 

Sebagian besar digunakan untuk meningkatkan jumlah sekaligus mengurangi tingkat churn, program loyalitas berbasis pengeluaran juga mudah dibuat, dipelihara, dan dipahami. Misalnya, $10 = 1 bintang loyalitas. 

3. Program berjenjang 

Sebuah program yang mendorong pelanggan untuk naik ke tingkat loyalitas yang lebih tinggi, program berjenjang digunakan untuk menciptakan keseimbangan antara kemampuan dan keinginan. 

Dengan kebebasan untuk mendapatkan lebih banyak poin dengan setiap pembelian, pelanggan umumnya cenderung bersaing dengan diri mereka sendiri untuk mencapai tingkat yang lebih tinggi dalam tingkatan. Program tingkatan tersebut biasanya didasarkan pada seberapa sering pelanggan membeli dari sebuah merek, poin yang mereka peroleh, dan statistik keterlibatan lainnya. 

4. Program Berbayar 

Program loyalitas yang memungkinkan merek membangun hubungan yang kuat dengan pelanggan saat ini dan juga menarik pelanggan baru, program berbayar bekerja lebih baik daripada yang Anda bayangkan. 

Biaya keanggotaan berulang dibayarkan oleh pelanggan kepada merek untuk mendapatkan fasilitas dan manfaat. Manfaat seperti akses lebih awal, pengiriman cepat, barang, saluran bantuan 24/7, dan lainnya mempertahankan pelanggan dengan membujuk mereka untuk tetap setia pada merek tersebut.

5. Program berbasis nilai 

Ini adalah hal yang rumit. Program loyalitas yang memberikan penghargaan kepada pelanggan dengan tidak memberikan hadiah secara langsung, program berbasis nilai menarik bagi pelanggan pada tingkat yang lebih dalam. Mengumpulkan poin reward seperti program loyalitas lainnya, pelanggan biasanya diberi pilihan untuk menyumbangkan poin yang diperoleh untuk amal. 

Merek memilih apakah semua poin yang diperoleh dapat disumbangkan atau sebagian saja, pelanggan sering kali senang terlibat dalam kegiatan amal di mana mereka tidak secara langsung membelanjakan uang hasil jerih payah mereka. 

Merek sering kali mengkurasi & menyesuaikan kegiatan amal untuk menarik pelanggan tertentu dibandingkan dengan memberikan kegiatan amal secara umum. Program hadiah yang dikenal dapat membangun hubungan yang langgeng dengan pelanggan, program berbasis nilai juga meningkatkan indeks loyalitas secara substansial. 

6. Program permainan 

Spin-the-wheel, slot machines, and quick engaging games of all kinds are known for their game-based loyalty programs. Studied to have increased customer retention and loyalty significantly, these loyalty programs attract new customers, repeat customers, and daily users that make the most of the coupon codes by playing games. 

7. Partnered programs 

Terlepas dari produk atau industri layanan, program kemitraan dan kolaborasi menemukan dorongan dalam beberapa tahun terakhir. Upaya kolaboratif yang kohesif di mana pelanggan memperoleh manfaat dari lebih dari satu platform mendapat sambutan yang meriah, dan perusahaan dari semua ukuran memanfaatkannya sebaik mungkin. 

Menemukan merek yang relatif terhubung dengan merek Anda sendiri akan berhasil, tetapi terkadang, merek yang berlawanan kutub berkolaborasi untuk menghasilkan program loyalitas yang luar biasa, yang membuat industri ini berubah. 

Disebut juga program loyalitas koalisi, ide ini sangat ideal ketika Anda mengoperasikan beberapa usaha dan menarik perhatian dari satu usaha ke usaha lainnya. 

8. Program loyalitas hibrida 

Program loyalitas hibrida bekerja secara samar-samar mirip dengan program yang dimitrakan, tetapi di dalam perusahaan. Ketika dua program loyalitas digabungkan untuk meningkatkan hadiah yang diberikan kepada pelanggan, lahirlah program loyalitas hibrida dan program ini dikenal dapat digunakan di seluruh industri vertikal. 

Ketika meningkatkan indeks loyalitas dari pelanggan ada dalam pikiran, merek memilih lebih dari satu program yang paling sesuai untuk mereka. 

Misalnya, ketika program berbasis biaya digabungkan dengan program loyalitas berjenjang, hasilnya sering kali luar biasa, demikian juga, program VIP dinamai Bronze, Gold, Elite, Pro, dll., dan ditambahkan dengan gamifikasi untuk mendorong partisipasi pelanggan. 

How to create a customer loyalty program 

Creating a customer loyalty program isn’t a walk in the park. It requires proper evaluation of key metrics. Let’s study in detail. 

1. Create a loyalty program concept   

Launching a successful customer loyalty program requires careful planning upfront. Just like any journey, it's crucial to have a roadmap in place to avoid surprises and roadblocks later on. Here's a breakdown of key aspects to consider during the program's concept stage:  

• Geographic reach: With the help of the customer’s geographic location, your brand gets the freedom to design highly personalized engagement strategies. Determine the initial launch countries, along with supported languages and currencies. Consider if a global rollout or a single-country test market is best for your program.   
• Program design: Establish the overall theme, program name, and loyalty currency (points, miles, etc.). Decide how points will be earned and redeemed, including the point value and tier requirements (if applicable). While these details can be adjusted later, initial planning keeps things on track.  
• Channel integration: Outline the channels involved in the program, focusing on creating a seamless omnichannel experience for your customers. Specify which channels will be available at launch and if there are plans for future channel integration.  

2. Program logic   

Defining the program logic is essential for a smooth launch and ongoing program success. While the specific details will depend on the chosen program type (discussed later), here are some key areas to consider:  

1. Point system design  

• Point earning and redemption: Establish clear rules for how points are earned (e.g., purchases, reviews) and redeemed (e.g., rewards). This includes defining point values, rounding rules, and any point expiration policies.  
• Assigning point value: Determine how many points are awarded for different actions, considering the value of those actions to your business. Similarly, assign point costs for desired rewards.  

2. Tier structure  

• Number of tiers: Decide how many tiers your program will have.  
• Tier qualification: Establish whether tiers will be based on points earned or total spending. Define the point/spend thresholds for reaching each tier.  
• Tier maintenance: Determine if tiers will expire and how members will be downgraded if they fall below tier requirements.   

3. Provide multiple opportunities for customers to enroll. 

Once you‘ve launched your customer loyalty program, make sure you’re promoting the benefits of joining. If customers get rewards from purchasing from your online store, next to the price, share the points they could earn from spending that much. 

I experience this when flying on Jet Blue, which offers a loyalty rewards credit card. The flight attendants always announce that I could earn 30,000 miles toward my next flight. All I have to do is apply for the airline's credit card. 

Other ways to do this include promoting the program on social media channels and adding on-site push notifications when customers complete an activity that earns them points. 

4. Add engaging features 

A loyalty program should not just reward purchases; it should create an emotional connection with your brand. Gamification adds a fun, interactive layer to the program, making it more appealing and exciting for customers. With tools like Loyalife, you can incorporate various engaging features, such as: 

• Sweepstakes: Offer customers the chance to win exclusive rewards by participating in draws, adding an element of surprise and excitement. 
• Auctions: Allow customers to use their loyalty points to bid on premium products or experiences, creating a sense of value and exclusivity. 
• Challenges: Encourage customers to complete specific tasks, like trying a new product or engaging on social media, to earn additional points. 
• Interactive campaigns: Use games or quizzes related to your brand to boost customer engagement and reinforce brand recognition. 
• Personalized gamified experiences: Tailor these games to customer preferences, enhancing their emotional connection with your brand. 

These features not only drive frequent engagement but also make the program more enjoyable, ensuring customers stay connected with your brand in meaningful ways. 

5. Offer diverse rewards 

To make your loyalty program truly impactful, offering a wide range of rewards is essential. Customers have varying preferences, so providing options ensures everyone finds value in participating. Loyalife's Global Rewards Marketplace is an excellent example, featuring over 10 million rewards across categories, such as: 

• Travel perks: Redeem points for flights, hotel stays, or travel packages, appealing to customers who love exploring new destinations. 
• Exclusive offers: Partner with top brands to provide discounts or access to limited-edition products and services. 
• Unique experiences: Provide opportunities like concert tickets, spa treatments, or adventure activities, which create memorable moments for customers. 
• Gift cards: Offer flexibility with gift cards for popular retailers, restaurants, and entertainment platforms. 
• Merchandise: Include electronics, home goods, and other desirable products, ensuring something tangible for every type of customer. 

A diverse rewards catalog demonstrates your commitment to customer satisfaction and makes the program more inclusive. It also keeps customers engaged, as they know their points can be redeemed for something valuable to them. When customers see they can earn meaningful rewards, they’re more likely to stay loyal and actively participate in your program. 

6. Make it a game 

Everyone loves games and competition — so use that winning spirit to get your customers to interact with your brand more frequently. Lots of brands gamify their customer loyalty programs to earn valuable engagements within an app, website, or at point-of-purchase. 

Points are easily translatable for gamification. Take Treehouse for example, which teaches coding and app development. Treehouse rewards engaged users with more and more points leading up to a badge — which users can then display on their websites and social profiles to impress colleagues and potential employers with their skills. 

If you're operating with a growing business, you may not have much flexibility when it comes to your budget. However, you can still offer an attractive rewards program that fosters customer loyalty. 

7. User journey and reporting   

A strong foundation is crucial, but a successful customer loyalty program hinges on creating smooth user journeys. Here's how to ensure your program fosters engagement:  

• Effortless enrollment: Make signing up quick and easy. Focus on collecting essential information initially, with options to gather more details later through engaging surveys.  
• Opt-out: While opt-out isn't ideal, prioritize a swift and painless experience. Consider including a brief survey to understand why members are leaving, providing valuable insights for improvement.  

8. Energizing your program with campaigns and challenges  

• Loyalty campaigns: Plan limited time or targeted campaigns to boost engagement. Offer double points, instant rewards, or other exciting perks to keep members excited.  
• Rewarding challenges: Develop challenges that require members to complete specific actions to earn rewards. Outline the required actions and corresponding prizes to incentivize participation.  

9. The power of program reporting 

Don't wait until the launch to consider reporting! Factor in data tracking capabilities from the start. This allows you to monitor key performance indicators (KPIs) and gain valuable insights into program effectiveness, especially during the crucial early stages.  

Loyalty program best practices 

Customers are motivated by their own goals, and they’ll stick with the brand that helps them reach those goals most effectively. Even with a strong track record and positive experiences, your customers can still be swayed by a competitor offering something more compelling. That’s why customer loyalty isn’t something that comes easily or lasts without effort.  

The following steps will guide you in creating a loyal customer base that stays committed over time. 

1. Implement a multi-channel customer support system 

The foundation of customer loyalty lies in understanding and meeting customer needs. One of the most effective ways to stay connected with your customers—especially when they need assistance—is by providing support across multiple channels. 

When customers can reach your support team through various channels, it opens the door to more interactions. The more you engage with them, the more chances you have to shape a positive experience. 

Offering support through multiple platforms also enables you to deliver a true omnichannel experience, ensuring consistency across devices and touchpoints. This level of accessibility can significantly boost customer satisfaction—especially for those in urgent need of help. 

2. Deliver outstanding customer service 

Providing exceptional service doesn’t mean handing out freebies or discounts. In fact, customers usually prefer effective solutions to their issues over any complimentary gifts. Quick fixes like discounts might mask the issue but don’t solve the root problem. 

Encourage your team to actively listen and respond thoughtfully to customer concerns. Often, customers value a well-executed solution more than a replacement or a perk—though those can still enhance the overall experience.

3. Prioritize customers over competitors 

While competitor analysis has its place, mimicking them to win customers won’t always yield results. To earn your customers’ trust and loyalty, understand what others are doing—and then push the boundaries with your own ideas. 

Customer loyalty isn’t built overnight. It’s the result of many small but impactful interactions—every message, every purchase, every referral adds up over time. 

So when you feel the urge to compare your efforts with others, remember: their success may be due to a different strategy altogether. 

4. Maintain consistency 

Brands like McDonald’s thrive largely due to their consistency. Customers know what to expect, no matter the location. While it might not seem like a major factor in loyalty, consistency plays a crucial role. 

When your brand consistently delivers the same product or service quality, customers can seamlessly integrate you into their routines. 

For example, when I crave ice cream, I immediately think of my favorite cone from McDonald’s because I know it’ll be just right—every time. 

5. Build trust through meaningful customer interactions 

Increasing brand loyalty by just 7% can lead to an 85% boost in customer lifetime value. If loyalty isn’t a priority, churn is likely to rise. 

Mistakes happen in any business, but what truly retains customers is how you address and resolve them. Loyal customers expect a consistently positive experience. If they don’t feel valued, they might take their business elsewhere. 

A CRM system can be a powerful tool, storing past communications, notes, and interactions to personalize the customer journey. With this data, your team can engage in more relevant and informed conversations. 

6. Offer additional value 

You’re not the only brand trying to win your customer’s attention—your competitors are in the same race. So how do you stand out? Exceed expectations in meaningful ways. 

Beyond traditional loyalty programs, aim to cultivate relationships that extend past the sale. Show customers you’re invested in their interests—not just their wallets. 

Hosting events or contests relevant to your audience is one way to do this. Red Bull, for example, has grown a loyal customer base by sponsoring extreme sports and adventure athletes. 

You can also build community. Whether it’s a simple knowledge hub or a full-fledged network of advocates, community strengthens connection. 

Take Harley Davidson—they built an army of brand advocates who represent the company across the U.S. These groups give customers a sense of exclusivity and shared identity. 

7. Promote positive customer experiences 

If your customers are having great experiences, share them. Gather feedback and highlight glowing reviews across your marketing channels to build trust with potential buyers. 

Consumers often rely more on peer reviews than brand messaging, so turning customer satisfaction into social proof can drive loyalty and sales. 

Not sure where to find this content? Review sites like Yelp offer plenty of customer opinions. You can also implement tools like NPS® or invite customers to share testimonials directly. 

User-generated content (UGC) is another goldmine. For instance, if I see an influencer like Lauren Mae Beauty recommending a makeup product I’m eyeing, it makes me more inclined to buy—especially if the brand shares her endorsement. 

8. Reward your customers 

Your most loyal customers are also your most profitable. Since they tend to spend more and stick around longer, it makes sense to reward them—and that’s where a well-structured loyalty program comes in. 

How to measure customer loyalty? 

Ketika konsumen menjadi penginjil merek, Anda dapat yakin bahwa loyalitas itu ada. Apa sebenarnya arti dari hal ini? Loyalitas adalah emosi yang kuat yang mendorong klien untuk menjadi advokat dan pembeli berulang. Jadi, bagaimana Anda bisa mengukur loyalitas konsumen? Sederhana saja. 

Anda hanya memerlukan metrik pengalaman dan operasi ini untuk memahami perilaku loyal: 

1. Skor promotor bersih (NPS) 

NPS biasanya digunakan di semua jenis perusahaan untuk memandu strategi pemasaran dan melacak layanan dan kepuasan pelanggan. Salah satu keuntungan utamanya adalah kebanyakan orang memahami apa itu NPS dan apa saja yang termasuk dalam skor yang baik. Hal ini membuatnya sangat berguna untuk menjaga percakapan tetap konsisten. 

Net Promoter Score mudah diperoleh karena yang perlu Anda tanyakan hanyalah beberapa pertanyaan singkat seperti "dalam skala satu sampai sepuluh, seberapa besar kemungkinan Anda akan memberi tahu teman Anda tentang kami?" Solusi yang Anda cari tersembunyi dalam angka yang menunjukkan seberapa besar kemungkinan pelanggan akan loyal. 

2. Tingkat perputaran pelanggan 

Tingkat churn, juga dikenal sebagai tingkat gesekan atau perputaran pelanggan, adalah frekuensi di mana konsumen berhenti berbisnis dengan sebuah bisnis. Hal ini biasanya direpresentasikan sebagai proporsi pengguna layanan yang membatalkan keanggotaan mereka dalam jangka waktu tertentu. 

3. Interaksi di seluruh titik sentuh 

Meskipun perusahaan Anda mungkin memiliki beberapa titik kontak, apakah Anda memperhatikan lalu lintas, evaluasi produk, dan interaksi sosial? Jika belum, Anda harus segera melakukannya. Apa yang diungkapkan oleh metrik keterlibatan? 

Apakah produk atau layanan menyebabkan kehebohan dan apakah pelanggan merasa didengar. Indikator keterlibatan merek bukan satu-satunya yang dapat digunakan untuk mengukur loyalitas. 

Dalam situasi lain, pelanggan setia adalah orang yang telah membeli beberapa kali tanpa meluangkan waktu untuk menulis ulasan. Hasilnya, keterlibatan merek, bersama dengan indikator lainnya, akan dapat memberi tahu Anda lebih banyak tentang loyalitas. 

4. Tingkat retensi pelanggan 

Jika Anda telah memilih strategi pertumbuhan tinggi, Anda memerlukan analisis retensi pelanggan untuk melihat apakah pelanggan utama Anda bertahan lebih lama. Bahkan perusahaan yang lebih kecil pun memahami bahwa klien terbaik adalah klien yang secara aktif mereka layani karena biaya mempertahankannya jauh lebih murah daripada mendatangkan prospek baru. Pelanggan yang sudah ada mendorong kesuksesan dengan menjadi rujukan dari mulut ke mulut. 

Sementara metrik lain memberi tahu Anda siapa pelanggan utama Anda, CRR menunjukkan kepada Anda cara membina klien yang loyal. Hasilnya, CRR sama pentingnya dengan indikator lain dalam menentukan loyalitas pelanggan. 

5. Tingkat pembelian kembali 

Tingkat pembelian ulang adalah statistik penting lainnya untuk mengukur loyalitas klien. Ini adalah jumlah pelanggan yang telah kembali ke toko Anda untuk melakukan pemesanan lagi. Menghitung konsumen baru dan konsumen yang berulang dari waktu ke waktu memungkinkan Anda untuk secara akurat mengamati naik turunnya retensi pelanggan. 

Alih-alih angka absolut, nilai-nilai ini harus dihitung sebagai persentase rata-rata total. Hal ini sebagian besar disebabkan oleh fakta bahwa nilai absolut dapat menghasilkan hasil yang membingungkan ketika penjualan naik dan turun. 

6. Pembelian beberapa produk 

Hal yang hebat dalam hal loyalitas pelanggan adalah ketika pelanggan memesan ulang produk atau layanan yang sama. Hal ini menunjukkan bahwa retensi pelanggan Anda sehat. 

Yang lebih baik lagi adalah pelanggan yang sama mau menerima permintaan penjualan silang dan memesan produk lain dari inventaris Anda. Pada akhirnya, beberapa pembelian produk menunjukkan seberapa baik kinerja loyalitas pelanggan Anda. Ini adalah bukti kepercayaan yang luar biasa ketika pelanggan lebih dari bersedia untuk membeli kembali dari merek yang sama di mana mereka melakukan pemesanan pertama. 

Pembelian beberapa produk menunjukkan bahwa mereka tidak hanya menyukai produk tersebut, tetapi juga pengalamannya. Pemasar yang cerdas harus terus memperhatikan berapa banyak pelanggan yang memperluas jangkauan pembelian mereka. 

7. Indeks Loyalitas Pelanggan (CSI) 

Meskipun mirip dengan NPS, indeks loyalitas didasarkan pada survei pelanggan. Indeks ini mengungkapkan kecenderungan pembelian pelanggan serta afinitas mereka terhadap merek Anda. 

Namun, tidak seperti NPS, ini juga memperhitungkan dua faktor lainnya: 

• Banyak pembelian 
• Mengulangi transaksi 

Meskipun terlihat sebagai perluasan, indeks loyalitas pelanggan bukanlah pengganti penuh untuk NPS karena NPS mencerminkan tujuan konsumen untuk masa depan, bukan perilaku aktual. Gambaran ini dilengkapi dengan mengukur tujuan pelanggan sepanjang masa. 

How a retail giant in Riyadh boosted customer loyalty with Loyalife 

A prominent retail chain in Riyadh redefined customer loyalty by partnering with Loyalife. With a goal to enhance mobile app usage and foster deeper engagement, they implemented a cutting-edge loyalty program that delivered outstanding results. 

Tantangan 

The retail chain faced fierce competition and sought to stand out by focusing on customer loyalty. Their key objectives were: 

• Driving repeat transactions through their mobile app. 
• Boosting engagement across diverse product categories. 
• Reducing churn and building long-term brand loyalty in a fragmented market. 

Solusinya 

Loyalife provided a game-changing loyalty platform tailored to their needs. Key features included: 

• Tailored loyalty programs: Personalized rewards based on customer preferences and behavior. 
• Omnichannel engagement: Seamless point earning and redemption across in-store, online, and app platforms. 
• Customizable accrual rules: Targeted incentives for specific products and behaviors. 
• Seamless integration: Smooth alignment with existing systems for hassle-free operations. 
• Endless redemption options: Access to 10 million+ rewards, creating unique experiences for every customer. 

Hasilnya 

The impact was extraordinary: 

• 133% Annual increase in active users: A dramatic rise in customer engagement. 
• 20% Monthly growth in active users: Sustained momentum in app usage. 
• 40,000+ Annual app downloads: A surge in new customers joining the platform. 
• Enhanced engagement: Customers actively used the app to manage points and redeem rewards. 

Through Loyalife, this retail giant not only retained its customers but turned them into loyal advocates. With personalized experiences, seamless integrations, and innovative features, Loyalife helped the brand achieve unmatched loyalty success. 

How does Loyalife help brands scale customer loyalty programs? 

Loyalife offers an end-to-end scalable customer loyalty program that helps manage loyalty program creation seamlessly.  Let’s look into its major features in detail.   

1. Loyalty engine 

It is an enterprise-ready product that helps launch and manage omnichannel loyalty programs within a single system, helping deliver personalized customer experiences.   

• Program customization: Loyalife offers the flexibility to configure currency settings, points conversion rate, expiration schedule, and more. 
• Loyalty tiers: Helps tailor loyalty tiers with a unique name, icon, and milestone. Admins can add a points multiplier rule for each tier, helping award more points to loyalty tier members. 

2. Customer engagement 

Drive meaningful connections and loyalty through targeted marketing initiatives and personalized campaigns.   

• Targeted campaigns: The product helps tailor rewards and promotions to specific customer groups based on behaviors, preferences, and performance. 
• Collaboration features: Managing marketing campaigns by collaborating with your team and access management features. 
• Bonus points: With a customized communication template, configure points to be awarded and schedule your campaigns. 
• Omnichannel communication: Create multiple email communication templates seamlessly for your campaigns and transactional notifications. 
• Member details: View detailed information about your loyalty program members and launch personalized campaigns for multiple member segments. 

3. Analytics and insights 

Maximize your loyalty program success with Loyalife comprehensive insights.   

• Transactional reports: Monitor member transaction details, points redemption, and points accrual by using transactional reports.   
• Periodic reports: Extract monthly, weekly, and daily reports by configuring the automated report generation period.