I have spoken to hundreds of small and medium businesses on what I call ‘the spider economy’ , and ‘loyalty program’ on the subject of business process disruptions for years now. Customer centric solutions are here with us and they are going to Tsunami anybody trying to resist .Unfortunately ,that disruption has been glaringly exposed at this time of the pandemic, and it has gotten many businesses snoring heavily under the billow of complacency .All this because, many of them, have always been misled to think that moments of harvest means a season of celebrations and therefore forgotten to purchase seed for the next planting season. Speaking in one of the workshops organized by one of the leading loyalty program providers in Kenya MZAWADI, I said, ‘Retailers and manufacturers in Kenya are the most non progressive businesses in-terms of technology, they have always slumbered into thinking that, as long
By Naftal Nyabuto-CEO Mzawadi.There is an African proverb that says ‘A bird that flies off the earth and lands on an anthill is still on the ground”, this is true for many businesses that were experiencing recent success and had forgotten that a natural calamity of Corona magnitude may change their fortunes in lightning speeds. Those who thought they are high flying therefore couldn’t see the need for creating customer loyalty programs are soon realizing they were only standing on the anthill. In my years working with Mzawadi, and loyalty Programs in Kenya,I have gotten an opportunity to interact with hundreds of business owners, both the receptive ones, egocentric ones, pessimists, optimists and industry leaders. All those personalities had different views as the how and why they should integrate loyalty programs into their customer service, acquisition and interactions .However, what has differentiated industry leader to lagers is
By Naftal Nyabuto
Every time I go meet business executives as I pitch a loyalty program , the question that keeps popping up is, how do I get my ROI from this program?That question always takes me back as I expect a business to connect the critical measurement aspects.That aside, let me explain why Mzawadi loyalty is exclusive for those who want to implement a blue ocean strategy. Loyalty has moved from transactional and point based system to creation of experiential rewards .A business now needs to develop reward system that takes care of both the emotional and material needs of the customer both on or off premise.Therefore, calculation of ROI should take care of every aspect of the client journey right from acquisition , purchase, after sale, day to day lifestyle to alignment with customer experience .
By naftal Nyabuto Route to market is how you sell your product and how you plan your sales. A company's success is defined by how well their route to market is developed. No matter how great your product is, choosing the right retail channel and distributor can be a key determinant of success when entering a new market. A business should put more emphasis in hiring the right people to define and map its route to market in order to propel the success of sales strategy .While there are dozens of strategies to consider when entering a new market, this post will focus on the three key strategies.
- Evaluate the distribution landscape for your product and Identify the strongest distribution channels for your business
- Use technology to create loyalty in your channels
- Use feedback mechanism to continuously re-evaluate the market.
By Arnaud Bouchard A number of loyalty programs have operated the same way for decades. Customers buy a favorite product. They are rewarded with points. In time, they cash in those points. The objective of the loyalty program is, in theory, ‘achieved’. Given that there has been no fundamental change in the process for years, it is no surprise that 50% of consumers worldwide are dissatisfied with the quality of loyalty programs and their features . Fatigue and stale familiarity have set in: only half of households that belong to loyalty programs are active participants. (more…)
Every sale is a win, but converting customers into loyal brand advocates is the ultimate goal. You can quickly transform one-time shoppers into repeat customers by designing a loyalty program. Keep the following guidelines in mind when you decide to create a system that your existing and prospective customers will actively use, and learn how the program influences their purchasing behaviors. (more…)
Did you know it costs a business about 5-10X more to acquire a new customer than it does to sell to an existing one? Not only that, but on average, current customers spend 67% more than new customers. In light of statistics like these, businesses must think about what they are doing to keep their customers coming back to their business. And if you’re like 65% of marketers, your company has implemented a loyalty program. (more…)