Hyatt's loyalty program

    

        Hyatt creates loyalty program with "The Hyatt GoldPassport" to engage its customers. This loyalty program is part of Hyatt’s ongoing commitment to making all guests feel more than welcome every time they stay. Hotel's members can enjoy exclusive benefits, such as earning five points per eligible dollar spent to redeem toward free nights with no blackout dates, room upgrades and airline miles. There are two elite tiers providing members with even more privileges. This unique guest loyalty program is designed to demonstrate our loyalty to all Hyatt's members worldwide.

Rewards your loyal customers

    In special occasions such as customer's birthday, new year and Christmas, there are your opportunities to gives some rewards to all the loyal customers who helped you grow and succeed because it can encourage and influence them to keep coming back in long term. 

  According to Customerexperience insight that presents 15 great ways to reward customers for their loyalty  to built better relationship and thank your customers for their loyalty by continuing to surprise and delight them with several techniques such as Offer free goods, discounts and special buying opportunities to regular customers shows them that you value their custom and keeps them coming through your door.

       

Creates loyalty program to your customers

     

Picture from : http://www.cmo.com/features/articles/2013/7/18/customer_retention

      Building  customer loyalty is hard, but it is one of the most important things for your business because the loyal customers are the group of people who will always supports and  generates more incomes to your company. According to invesp, the cost of attracting new customers is significantly more than that of maintaining a relationship with existing ones, and you have a powerful incentive to keep that core group of customers happy

          In order to achieve, the company should design loyalty program to keep customers coming back in the future. According to ideas for creating a customer loyalty program which  many companies have implemented customer loyalty programs based on transactions with promotions and discounts, and others have instituted programs based only on gamification and engagement. Although both structures have seen success in the past, they have been predicated and built on a brand-led choice, rather than from the customer perspective. Loyalty design was assumed to be a brand’s choice, and success was independent of that design.

In nowadays, a number of new programs have appeared with a clear idea of a customer-centric loyalty approach; one that combines customer excitement with a use of relevant transactional opportunities. This discovery of the right program structure has over time become based upon an understanding of relevancy to the customers and financial sense to the brand.

Customer experiences in Starbucks

                     Starbucks is one in the top 10 Companies With The Best Customer Experience because providing a great customer experience was part of the Starbucks business plan from the beginning. Starbucks focus on the atmosphere, quality Coffee, customer service, and partner (employee) satisfaction. The brand try to search for a place where people could lounge with a good drink and friends or maybe just a book with a friendly and welcoming environment.

   From the above videos, Starbucks considers in all factors to meet customer satisfaction and engages them in all touch points. This can summarizes into three factors which include with

 - Atmosphere: Every time you walk into a Starbucks, you know you will be greeted with a smile and a friendly attitude. All customers can feels homes, relax working and enjoy to meet their friends. 

 - Continuity of Brand and Product: Every Starbucks has a similar feel, and your drink order will taste the same in everywhere.

- Employee Satisfaction and Training: The training of customer relationship to the staff, in both how to be personable with customers and knowledge of the product offering provide a superior experience that the Starbucks customers base has come to expect.

Serves a good experiences to engage your customers

        In every market segment, most of business assumed that the keys to success were the highest quality product, the best value for the buck and the best customer service. Now all we hear about is providing the best “customer experience” which is the relationship between your customer and your company resulting from all their interactions with your company during the customer life cycle the company have to considers in all touch point by using a customer journey map to gain more insight into how customers engage with your company. 

      From the above video which Motiv Strategies shows the understanding of customer mapping that the company should looks carefully about customer point of views, actions, question and barriers to understanding how the company can supports the customers in their journey from the beginning till the end of process because this is accomplished by orchestration touch point which being any interaction point between the customer and your brand.

Picture from www.customerthink.com

      This is the example of customer journey map that  tells the story of the customer’s experience from the awareness through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience because the company have to identify key interactions which include with customer's feelings, motivations and questions for each of all touch points.  


       

Customization and personalization customer service in SCRM

       There are the processes of tailoring pages between your company and individual customer' characteristics and preferences. Generally used to enhance online customer service or e-commerce sales, personalization is sometimes referred to as one-to-one marketing because the enterprise's web page is tailored to specifically target each individual consumer. 

         Both elements can meeting the customer's needs more effectively and efficiently, making interactions faster and easier and, consequently, increasing customer satisfaction and the likelihood of repeat visits.  

          From the example on above figure, KLM, the international airline creates "KLM surprise campaign" to surprised its customers by using foursquare or Twitter search the name of passenger who mentioned that they were taking a KLM flight at Amsterdam Airport. Then, using the information the customer provided about him or herself on social media platforms to greet them and give them a personalized gift.

Active-customer service in SCRM

        In the past, most of company use passive customer service in which they can use CRM program for only receives customer's feedback or comments when customers call to call center, but in SCRM, the company can opens their social media channels as the active customer service channels to search or find their customer's respond in several pages through social media by themselves and fix it immediately.

       According to the above video, Dunkin' Donuts use active customer services continue to improve Customer Relationships (CRM) and engage its customers through social media because Dunkin Donuts aimed to growing and maintaining a highly engaged global online community of Dunkin Donut fans by using the social media team’s for Dunkin’ Donuts in headquarter coordinate with public relations (PR) agencies to support in local markets and brainstorming for update, answer the question, controls and creates promotions on Facebook pages, Twitter and other channels.

                                           

            Another above example is the case of Comcast which their customers are looking for specific help to fix their problems. If their wireless Internet isn’t working, they want to know how to fix it. If their television connection is out, they want to know how to repair whatever is broken.To provide each customer with a timely and helpful response, Comcast’s Twitter account is managed by a team of people who can quickly offer technical support and troubleshooting tactics for a variety of issues.