𝐋𝐨𝐲𝐚𝐥𝐭𝐲 𝐢𝐬 𝐭𝐡𝐞 𝐧𝐞𝐱𝐭 𝐟𝐫𝐨𝐧𝐭𝐢𝐞𝐫 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 🚀

𝐋𝐨𝐲𝐚𝐥𝐭𝐲 𝐢𝐬 𝐭𝐡𝐞 𝐧𝐞𝐱𝐭 𝐟𝐫𝐨𝐧𝐭𝐢𝐞𝐫 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 🚀

Tada’s post on using 𝐖𝐡𝐚𝐭𝐬𝐀𝐩𝐩 𝐟𝐨𝐫 𝐥𝐨𝐲𝐚𝐥𝐭𝐲 & 𝐫𝐞-𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 underscores a critical truth: reactivating lost customers isn’t about blasting emails or ads — it’s about using a channel your customers live in, with real relevance and immediacy.

But there’s a trap many businesses fall into: thinking loyalty is just about picking software. It’s not. It’s a mindset, a strategy, and a data engine.

Here’s what Tada shows us (and what I’ve seen in the field):

👏 𝐖𝐡𝐚𝐭 𝐰𝐨𝐫𝐤𝐬 (𝐟𝐫𝐨𝐦 𝐓𝐚𝐝𝐚’𝐬 𝐚𝐩𝐩𝐫𝐨𝐚𝐜𝐡):

➡️ Send personalized WhatsApp messages to customers whose engagement is declining (e.g. “We miss you — here’s a welcome-back voucher”).
➡️ Trigger re-engagement via time-sensitive offers, restock alerts, or relevant product suggestions
➡️ Use “we fixed it” messaging — acknowledge past complaints, show you acted, and invite back with a reward
➡️ Make loyalty live in chat — point updates, tier upgrades, redemption reminders — all within WhatsApp. No extra app needed.

These tactics are powerful — but only when they sit on a strong foundation.

🚧 𝐖𝐡𝐲 𝐦𝐚𝐧𝐲 𝐥𝐨𝐲𝐚𝐥𝐭𝐲 𝐩𝐫𝐨𝐠𝐫𝐚𝐦𝐬 𝐟𝐚𝐢𝐥

❌ They start with “Which software?” instead of “Which customer journey?”
❌ They reward only transactions, not behaviors or emotions
❌ They ignore data: who’s churning, how, and why
❌ They lack a long-term plan — no layering of engagement, surprise & delight, or feedback loops

🎯 𝐖𝐡𝐚𝐭 𝐈 𝐡𝐞𝐥𝐩 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐝𝐨 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐥𝐲

When I consult with B2B, D2C, or hybrid businesses, I focus on 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐥𝐨𝐲𝐚𝐥𝐭𝐲 𝐞𝐜𝐨𝐬𝐲𝐬𝐭𝐞𝐦𝐬, not point systems. My aim: programs that 𝐚𝐜𝐪𝐮𝐢𝐫𝐞 𝐧𝐞𝐰 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 + 𝐝𝐞𝐞𝐩𝐞𝐧 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 + 𝐝𝐫𝐢𝐯𝐞 𝐂𝐋𝐓𝐕.

Here’s how:

✅ 𝐃𝐚𝐭𝐚 𝐟𝐨𝐮𝐧𝐝𝐚𝐭𝐢𝐨𝐧 𝐟𝐢𝐫𝐬𝐭 — connect CRM, product usage, CS feedback, marketing signals
✅ 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫𝐚𝐥 𝐬𝐞𝐠𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 — differentiate between “almost lost” vs “gone cold” vs “advocates”
✅ 𝐉𝐨𝐮𝐫𝐧𝐞𝐲 𝐝𝐞𝐬𝐢𝐠𝐧 𝐨𝐯𝐞𝐫 𝐟𝐞𝐚𝐭𝐮𝐫𝐞 𝐥𝐢𝐬𝐭 — align offers, content, and timing to real customer needs
✅ 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐞𝐝 𝐜𝐡𝐚𝐧𝐧𝐞𝐥𝐬 — loyalty in app, chat, email, in-store — consistent & joined up
✅ 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 & 𝐢𝐭𝐞𝐫𝐚𝐭𝐢𝐨𝐧 — monitor performance, listen to customers, adapt constantly

𝐁𝐨𝐭𝐭𝐨𝐦 𝐥𝐢𝐧𝐞: Whether you’re in B2B, D2C or somewhere in between — loyalty is more than a tool. It’s your next competitive edge in CX.

If you’re ready to go from points to purpose — I’d love to explore how we can design something that sticks. DM me and let me help you drive 𝐢𝐦𝐩𝐚𝐜𝐭 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐧𝐝 𝐦𝐚𝐫𝐠𝐢𝐧𝐬.

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