July 2024
Tip
On Demand Launch - Schedule Update
Photo by ian dooley on Unsplash
Last October, we did a blog post explaining the various survey launch options. We’re making an update to the options. This change only affects new customers who launch surveys On Demand.
Does this change affect my company?
This change affects only new customers who subscribed after July 31, 2024 and launch surveys On Demand. Existing customers remain unchanged, following our original launch process per our October post. If you are an existing customer and would like to move to this new method, simply let our support team know.
As a reminder, we have 3 methods of launching surveys:
1. On Demand: On Demand survey launching is when customers either upload survey launch files via their LoyaltyLoop Launch Pad, or send launch files to their LoyaltyLoop Launch File Email Address.
REMINDER: we no longer accept files to the generic email address launch@loyaltyloop.com.
2. Scheduled: customers who send survey launch data via our API or Integrations. Schedule customers can specify exactly when they want their surveys to be sent (e.g. on the 3rd Tuesday of the month, or every week on Weds, etc.)
3. Request Now: The Request Now feature allows you to send a survey invitation to a single contact immediately.
Here is On Demand update:
All survey launch files still will be processed before 9am Eastern Time, but now will be launched Monday through Friday at your next ~9am local time. Prior to this change, and still in effect for existing customers prior to August 1, 2024, we only launched On Demand surveys Tuesday through Thursday.
We will continue to launch surveys only during LoyaltyLoop work days, when customer support is provided. As a result, On Demand and Scheduled surveys do not launch on US federal holidays, and occasionally the day after a holiday as noted in our customer email bulletins.
Here are some examples of this change.
Example 1
You subscribed after July 31, 2024, and are located in Boston. We receive your survey file (via upload or your unique Launch File Email Address) at 7am on Monday.
It gets processed before 9am ET, and your survey will launch that Monday at ~9am ET.
Example 2
You subscribed after July 31, 2024, and are located in Boston. We receive your survey file (via upload or your unique Launch File Email Address) at 5pm on Monday. It gets processed before 9am ET, and your survey will launch Tuesday at ~9am ET.
Example 1
You subscribed after July 31, 2024, and are located in San Francisco. We receive your survey file at 7am ET on Monday (4am your local time).
It gets processed before 9am ET, and your survey will launch that Monday at ~9am your time.
Example 2
You subscribed after July 31, 2024, and are located in San Francisco. We receive your survey file at 10am ET on Monday (7am your local time).
It gets processed before 9am ET on Tuesday, and your survey will launch on Tuesday at ~9am your time.
Example 1
You subscribed after July 31, 2024, and are located in Sydney, Australia. We receive your survey file on Monday at 7am ET (Monday at 9pm your local time).
It gets processed before 9am ET on Monday, and your survey will launch on Tuesday at ~9am your time.
Example 2
You subscribed after July 31, 2024, and are located in Sydney, Australia. We receive your survey file on Monday at 6pm ET (Tuesday at 8am your local time).
It gets processed before 9am ET on Tuesday, and your survey will launch on Wednesday at ~9am your time.
Example 1
You subscribed after July 31, 2024, and are located in London, England. We receive your survey file on Monday at 3am ET (Monday at 8am your local time).
It gets processed before 9am ET on Monday, and your survey will launch on Monday at ~9am your time.
Example 2
You subscribed after July 31, 2024, and are located in London, England. We receive your survey file on Monday at 11pm ET (Tuesday at 4am your local time).
It gets processed before 9am ET on Tuesday, and your survey will launch on Tuesday at ~9am your time.
LoyaltyLoop is a cloud service built entirely on a REST API. This offers great flexibility in design, and also offers partners the ability to integrate with LoyaltyLoop, as well as LoyaltyLoop to integrate with other cloud services.
When using our LoyaltyLoop API, it’s important to understand how it is versioned. When we make changes or extend our API, here's what to expect.
Non-breaking changes
When our developers extend or modify the API in ways that do not break the API, we simply update the current API version number.
Breaking changes
From time to time, a new capability of the API will be released that breaks prior versions. In this case, the API is released under a new version number.
Maintaining all versions
When we release a new version due to a breaking change or other reason, all earlier versions will continue to work, albeit with that version’s set of endpoints and functionality. If you wish to take advantage of capabilities released in a newer version, you would need to upgrade your code to use our newer API version.
If you’re developing to our API, please visit our API docs for more info, or contact our support team with any questions.
Learn
The Power of User-Generated Content
A Game Changer for your Marketing
Photo by Julio Lopez on Unsplash
User-Generated Content has emerged as a powerful tool for businesses looking to enhance their marketing strategies and build stronger connections with their customers. What is User-Generated Content (UGC)?
User-Generated Content (UGC):
Original Images, Videos, Testimonials, Reviews, Podcasts and Social Media Shares created by customers.
UGC offers significant benefits that can impact your brand's success. Let’s explore how leveraging UGC can transform your business and how your LoyaltyLoop Promoter Plan sets your business up for success.
Authenticity and Trust
When customers upload images and videos showcasing their experiences with your products and services, it adds a layer of credibility that traditional advertising often lacks. Potential customers are more likely to trust real-life testimonials from the public than polished advertisements. According to a Stackla survey, 79% of buyers said UGC highly impacts their purchasing decisions - compared to 12% impacted by brand-created content.
Cost-Effective Marketing
Creating quality marketing and social media content can be time-consuming and expensive. UGC provides a cost-effective alternative for businesses to leverage the pool of content created by their happy customers. By encouraging customers to share their experiences, businesses can maintain a steady stream of engaging content.
Enhanced Engagement
Encouraging customers to share their experiences and tag your business on social media strengthens your brand and your customer relationships! When customers see their content featured by a brand, it creates a sense of community. This engagement fosters a loyal customer base that feels connected and appreciated. Creating an engaged customer base can lead to longer customer relationships and advocacy, turning satisfied customers into brand ambassadors! This also motivates more customers to share their experiences and content, and increases interactions on social media. These likes, comments and shares can significantly increase your brand’s visibility.
Diverse Content
UGC can broaden the appeal of your brand. Customers come from various backgrounds with unique perspectives. Your customers may associate or interact with your brand in various ways. UGC can keep your marketing fresh and appealing to a broader audience. From video testimonials to creative Instagram posts, UGC adds to your brand’s story.
Your LoyaltyLoop Promoter Plan is a UGC Factory!
Here are 5 ways to leverage your LoyaltyLoop service.
- Enable your survey to capture photo and video uploads
- Publish testimonials to your website
- Share testimonials to your social channels
- Tag customers on social media when sharing a testimonial, promoting a relevant service or product, when you are expecting to see them at trade shows or professional events.
- Have a customer that provided a testimonial or a great image/video? Email them to ask they’d post it on social media and tag your business. Over 60% of consumers say they are more loyal to a brand that invites them to actively create UGC for the brand!
In conclusion, leveraging User-Generated Content can be a game changer for your business. The key is to engage genuinely, respect your audience’s contributions, and continuously adapt your strategies to keep the momentum going. Embrace the power of your customers’ voices, and watch your business thrive in ways you never imagined.
New Feature
Tracking Google Reviews in LoyaltyLoop Enterprise
The team has added a new chart in LoyaltyLoop Enterprise that allows you to track your Google Reviews across all locations.
This new chart shows the counts of Google Reviews for all locations that have their Google Profile connected to their LoyaltyLoop account. You can track the breakdown of reviews by star-rating, and the overall count of reviews by month.
To view this chart, simply click the Reviews icon on the left main menu in LoyaltyLoop Enterprise.
Learn
Leveraging Net Promoter Score in Your Business
Section 8: How NPS® Translates to the Bottom Line
You don’t know what you don’t measure
Last month, in Section 7 of our latest whitepaper we discussed what not to do with NPS. This month, we'll take a look at how NPS affects your bottom line.
So, say you agree at this point that investing in your customer experience is a good idea, but you don’t know if you can afford it. How can you be sure that your investment in improvements will pay off? Let’s turn to data for some answers.
First, let’s visit this London School of Economics Article measuring intangible assets and their effect on stock performance. This study sought to confirm or deny the following statement: “Companies that do better by their customers also do better in the stock market.” They conducted a fifteen-year analysis of publicly traded companies in the US and UK, using the American Satisfaction Index (ACSI). They found that “customer satisfaction-based trading generates ‘excess’ stock returns of about 10% per year.”
This Harvard Business Review Study sought to quantify the impact of customer experience. They looked at two types of companies – subscription-based and transaction based – and studied customer feedback as well as future spending by individual customers. The results were clear – customer experience is a large indicator of future revenue.
For transaction-based companies, they found that customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.” Subscription based companies are more concerned with length of customer retention and upselling, not focusing on individual transactions. For these companies, they found the following relative to subscription customers (aka members), that “on average, a member who gives the lowest score will likely only remain a member for a little over a year. Compare that to a member who gives the highest score — they are likely to remain a member for another six years.”
These results are huge for both transactional and subscription-based companies, showing that investing in customer experience does translate to the bottom line. Of course, it is important to remember that just because your customer had a good experience once does not mean they will necessarily always return and that your job is done. Investing in your customers’ experience is an ongoing process of improvement, which – if you stick to consistently – will reward your business’s bottom line in the long run.
Tune in next month for the FINAL section from our latest whitepaper “Leveraging Net Promoter ScoreSM in Your Business”.