LoyaltyLoop Premier Plan Released

With Auto-Dormant Account Detection and Engagement to Restart Sales

Photo by Marcus Zadina on Unsplash

This month, we announce the brand new LoyaltyLoop Premier plan. This new plan provides all the functionality of your active customer survey you know and love with Promoter plan, but adds some incredible capabilities for revenue generation.

Unlike the Promoter plan which engages a single touchpoint in your business, that being your active customers, the Premier plan can engage multiple touchpoints throughout your customer’s journey with your business, from pre-sales through post-sales.

Here are 4 possible touchpoints:

1. dormant accounts and contacts in the post-sales phases to restart sales (post-sales)
2. active customers in the sales phase, to learn, drive reviews and more (sales)
3. quoted prospects in the pre-sales phases, to help move quotes to closed business (pre-sales)
4. customers engaging your support or helpdesk in the post-sales phases (post-sales)

In addition, Premier plan provides additional reporting where contact feedback is presented by Account. Accounts are simply collections of contacts, rolled up by domain name. In Feedback section, you’ll find Feedback by Account where you can view all of your Customer Experience (CX) metrics, like NPS by Account. Click the Account, and see the last response of each contact associated in that group.

Check out all the features of the Premier plan. The power of the Premier plan comes from the combination of your active customer feedback loop, and the ability for LoyaltyLoop to automatically determine and engage dormant contacts. Let’s take a look at how this works.

Dormant Account Service

Wouldn't it be amazing if customers who haven't purchased from you in a while, just magically starting buying again? Generate incremental revenue at very low cost, increase the lifetime value of a customer, and improve customer retention. LoyaltyLoop Premier plan helps your business do exactly that.

With the Premier plan, you will be able to automatically engage dormant customers at the right time, to learn why they haven't purchased in a while, and find out if and when they would be ready to buy again.

Best of all, once you set your LoyaltyLoop Dormant configuration, everything runs automatically in the background. Here is how it works. There are 2 main parts to the Dormant Account Service: (1) your dormant service settings, and (2) your dormant survey form and related emails.

Dormant Settings

On a single and configuration form, you set how your dormant re-engagment service will work. First, you decide when a customer becomes "dormant" for your business. Perhaps dormant means if a contact has not transacted in 6 weeks or 6 months. Any time period up to 2 years can be considered dormant. Beyond 2 years, certain laws define the contact as no longer a customer, and the sending of emails is subject to new email privacy laws.

If you have large accounts with multiple contacts who transact with you, you can set the system to wait until every contact associated with an account is dormant before being eligible for engagement, or allow engagement of any contact who becomes dormant.

You will also set the frequency and manner in which LoyaltyLoop will engage the dormant contacts. You have the options to engage daily, weekly or monthly, and to engage automatically or stage the contacts on your Launch Pad to preview them first, then schedule the engagement.

When a pending dormant launch is ready to go, you'll receive an alert. Once set, LoyaltyLoop will automatically identify dormant contacts, and go to work to help restart sales.

Dormant Survey:

Just like your active customer survey, your dormant survey is tuned and personalized for your business. It has its own set of invitation emails and text messages (with the SMS Add-on), thank you pages, and related survey elements.

By design, the dormant feedback form captures the reasons why the customer has not purchased in a while, and identifies if there is an opportunity to restart the relationship. When dormant contacts express interest in restarting, you are alerted via email.

Once configured, and working side-by-side with your active customer feedback loop, the Dormant Account Services is always running in the background. As dormant contacts are identified, you will be notified of pending launch. As contacts respond, you will be notified of those who want to renew sales, and all results will appear in your dashboard.

Using the Premier plan’s Dormant Account Service requires very little work on your part, other than closing business for renewed customers! Talk about rapid ROI! Depending on your average sale amount, it may take only one renewed contact to pay for Premier plan overnight.

Leveraging the new Premier plan just might be the easiest way to professionally and politely reawaken dormant customers and renew sales.

New ReviewMatch^SM feature

Auto-match Google reviewer to a customer

Included with Pilot, Promoter and Premier plans

As announced earlier this month, here is a great new feature relating to Google reviews called ReviewMatch^SM that addresses a pain point - knowing which customer in LoyaltyLoop posted a Google review. This feature compliments the existing functionality on the Reviews tab, which allows you to monitor and reply to Google reviews.

The Google API is robust, but does not provide a means to uniquely identify a reviewer. They provide no unique reviewer ID, email address, nor anything else that can uniquely identify the reviewer. All they provide is the user’s Google name, the date of the review, and the review itself.

However, with our ReviewMatch feature, LoyaltyLoop can now automatically match a Google reviewer to your customer contacts. This intelligent algorithm compares the various elements of the customer’s survey response to the details of your Google reviews. Using pattern matching and weighting of various elements to determine the probability of a match.

For example, we compare the customer’s name as it appears in your source data and LoyaltyLoop to the reviewer’s Google username, the date of the LoyaltyLoop engagements to the dates of your Google reviews, and compare your survey comment to the actual posted review on Google. Based on that algorithm, LoyaltyLoop identifies which Google reviewers match your specific customer with a high probability.

There are 4 ways to see ReviewMatch in action.

1. A ReviewMatch is identified when you see the Google “G” icon next to the customer’s name in the tables such as Feedback by Contact, Feedback by Comment an Testimonials.
2. You will also see the G-icon treatment next to the customer’s name on the detailed feedback panels, such as the right panel on Feedback by Contact.
3. Hovering over the G-icon will show you that customer’s Google review in a card.
4. On the Reviews tab, if the reviewers name is a link that indicates a ReviewMatch. Clicking the link will take you to that customer’s feedback, showing al of their responses.

The ReviewMatch treatment is helpful in and of itself, by finally allowing you to see which customers actually posted a Google review. Keep in mind, the treatment indicating a customer posted a review is not specific to that particular survey response. It means that based on the weighted matching of various elements, LoyaltyLoop determines a specific customer has a high match to a reviewer, which may or may not be the specific response you’re viewing.

In addition to simply knowing who posted a review, initially, this feature will help you isolate and run manual follow-up campaigns to customers who posted, and customers who did not post a review. On Feedback by Contact, you’ll now see a new filter in the upper left above the table. By default, the filter shows “All” customers regardless if they posted a review. However, you can now set the filter to show all customers (over the selected date range and locations) that posted, or did not post, a review. You can then run your manual follow-up campaigns to each group as you see fit.

As I’m sure you can imagine, the ReviewMatch feature will pave the way for more advanced capabilities surrounding review requests. Feel free to share your ideas and feedback regarding features you’d like to see that leverage ReviewMatch.

Plan Realignment

Photo by Gabriel on Unsplash

With the release of the new and exciting LoyaltyLoop Premier plan, we are also realigning our other plans.

At the start of our lineup, we have officially retired the Basic plan for future sales. Existing subscribers to the Basic plan will not be impacted by its retirement from sales, and will continue to be supported.

At the start of our line-up and in the place of the Basic plan, you will find the new Pilot plan. The Pilot plan is similar to our Promoter plan, but with less functionality, a “Promoter Lite” version, if you will. Pilot plan performs a single CX-question, fixed survey with open-ended comments, to engage active customers. Unlike the retired Basic plan, which only gathered feedback, Pilot plan gathers both feedback and third-party reviews like Google, and includes review monitoring, reply, and ReviewMatch^SM.

Unchanged in the new product line-up, our Promoter plan remains the centerpiece of our offering, meeting the needs of most businesses. It offers customizable NPS and CX questions, scales and additional questions to engage active customers for feedback and reviews on Google and other sites. It also generates testimonials for your marketing, cross-selling, referral solicitation, review monitoring and reply, and advanced reporting. And with this month’s announcement, Promoter also includes the new and powerful ReviewMatch^SMfeature.

Premier plan adds a number of additional capabilities, with the most exciting being the power to automatically detect a dormant account, and automatically (or with your prior review) engage them to restart sales. Read about Premier plan here.

Did you know you can reply to Google reviews in LoyaltyLoop?

If you subscribe to Promoter or Premier plan, did you know you can reply to your Google reviews from inside LoyaltyLoop? This is a great time-saving feature, making it easy for you to reply to your reviews in one place, or delete this process to other LoyaltyLoop users.

First, make sure to connect your Google Business Profile to LoyaltyLoop. Then, head over to your Reviews tab to view and reply to your views. It is so simple and easy!