Make your next 10-minute coffee break a productive one. Starting Monday, April 26, Salesforce will host a series of “Coffee Break” webinars that provide micro-learning opportunities.
The way consumers interact with businesses across every industry has fundamentally changed. Three-fourths of customers have either tried a new way of purchasing or tried a new brand. This has raised alarms around customer loyalty and what that means in a post-COVID world.
Many of the trends we saw emerge around customer loyalty over the last year are here to stay, but the road ahead is still coming into focus. While there will not be a “back to normal,” there will be a new, Next Normal that will require flexibility and agility in loyalty strategies.
We’ll discuss what to anticipate, trends in customer expectations and how to evolve your approach to loyalty.
Sessions include:
Monday, April 26: Capture Share of Mind and Wallet in a Digital First World
Tuesday, April 27 : Evolve Your Loyalty Program from Discounts and Rewards to Experiences
Wednesday, April 28 : Grow Customer Loyalty through Shared Values
Thursday, April 29 : Improve Loyalty Program ROI with Real-Time Insights
Friday, April 30 : Build Emotional Connections with Seamless, Omnichannel Loyalty Experiences
“Coffee Breaks” Schedule
Capture Share of Mind and Wallet in a Digital First World
While the pandemic forced consumers to completely shift their lives to digital channels, 58% still expect to do more business online after the pandemic than before. With more channels and access to consumers, gaining share of mind and wallet can be a challenge. We’ll talk about the important factors in building (and maintaining) relationships in a digital first world.
Evolve Your Loyalty Program from Discounts and Rewards to Experiences
Points and discounts have long been a pillar of loyalty programs. However, they’re simply not doing enough to keep customers engaged with the program and choosing that business over and over. Many consumers actually prefer experiences and exclusivity over discounts. This starts with understanding your customer. In this coffee break, we’ll discuss how to think outside of the box when it comes to your loyalty program, and how to deliver unique experiences based on customer preferences.
Grow Customer Loyalty through Shared Values
With health & safety on the line, many consumers are paying attention to how businesses are handling the pandemic, with 78% of consumers saying the crises of 2020 should be a catalyst for business improvement. In addition to this, many consumers are looking to brands to take stances on societal and environmental issues and are more loyal to brands that take action. We’ll discuss how to navigate consumer expectations, and build trust and loyalty while remaining authentic to your brand
Improve Loyalty Program ROI with Real-Time Insights
Building strong customer relationships that ultimately increase Customer Lifetime Value is the goal of any loyalty program. However, many businesses today are challenged with assessing program performance in relation to the rest of the business. In this coffee break, we’ll cover some of the methods in which you can measure program ROI and how to get the right data to better optimize your program.
Build Emotional Connections with Seamless, Omnichannel Loyalty Experiences
Growing and maintaining customer loyalty requires both rational and emotional benefits. We’re all familiar with the rational piece: price, product quality, points and rewards. But the emotional piece can be more challenging to tackle. We’ll discuss how to leverage an omnichannel experience to build and nurture customer loyalty, and how Salesforce can help.
Brian Solis
Clay Walton
John Rolston
Natasha Janic
