The first of four fundamental attributes to ensure loyalty within customers is automation. Automation quality is measured in the ease of transaction between vendor and customer. Many technological advancements have been utilized to gain higher ability to execute automation in the business world with the use of apps. Always keep in mind the difficulty in being a customer if you desire loyalty in your business.
- Those attributes, according to Edelman and Singer — and I agree — are the following: Automation, Proactive Personalization, Contextual Interaction, Journey Mapping
- Starbucks’ app encompasses the company’s revamped loyalty program. It was so successful that it left executives with the happy problem of having to explain a huge revenue bump in an earnings call last year.
- Customer-initiated engagement is more valuable than almost anything for developing relationships that lead to customer bonding and loyalty.
“Most thought leaders on customer loyalty will acknowledge the importance of automation, but few get us to the point of understanding that even in this respect, each business’ automation will be vastly different from any other’s.”