Keeping Customers Engaged by Keeping It Fresh!

How often to you review and change your LoyaltyLoop survey and customer-facing materials? No one likes getting the same email over and over again. Repeatedly sending the same messaging to your customers can blind them to your requests.

One of the ways you can prevent this is to make a habit of routinely updating many of your LoyaltyLoop customer-facing elements. The 3 things to review and refresh are (1) the entire copy of your emails, (2) the survey questions you're asking, and (3) the appearance of both.

Photo by Goutham Krishna on Unsplash

1. Your Emails

To view your emails, log into LoyaltyLoop and go to Settings. Then for the location in question, find the individual links to update your Survey Invitation Email, Survey Reminder Email, your Follow-Up Email.

Your survey invite is a welcome mat asking your customers to come inside and take your survey. We recommend personalizing it using the language and style with which you write. Everyone writes emails differently, and this email should be worded the way you communicate in any other business email. Make sure greetings, word choices, and your signature appear just like any other email you might send.

Additionally, promising the survey will be brief and important to you can drive higher response rates. We've all ignored survey invites fearing another survey that sends you on a 15-page journey of 100 required questions. Assuring your customers your survey has only a few questions will encourage them to respond.

We recommend you review and update your survey invite once every six months or so. This will keep your messaging fresh and current.

2. Your Survey(s)

Your business isn't static, and chances are the feedback you seek from customers may change over time too. It's a great habit to review your survey questions and choices periodically. To view your survey, log into LoyaltyLoop and go to Settings. Then for the location in question, click Survey Preview.

By now, if you've been a customer for a while, consider upgrading your survey from the classic theme to the mobile-friendly theme. It's free. That's the first thing you'd want to do. Most people view emails on all types of devices today, and you want to ensure your survey experience is built for phones and other small screens.

While your primary customer experience questions (Net Promoter Score, Customer Satisfaction and/or Product/Service Quality) are not likely to need changing, is there an opportunity to freshen them up? If you're using plain text choices, perhaps a few added graphics to the choices can give your survey a fresh new look, and aid your customers in responding. For example, we can add the smiley and frowny emojis to the end choices, or add stars to give visual cues that the scales go from poor (1-star) to great (5-stars).

Review your follow-on questions too. Is there a need to add a question or remove one? What about the choices to your "Other Services" question? Do they reflect the current services you wish to promote? Are they in the right order?

3. Your Appearance

Like any other messaging you do, you want to ensure your feedback process is "on brand". Both your emails and your survey have the capability to have backgrounds, colors, graphics, images, and just about anything else you can do on a web page.

For your emails, you generally want to keep them looking like any other transactional email you would send a customer from your business email software. But make certain your signature is as it appears in your other business emails. If your signature includes an image or other graphics, that's how your signature should be structured in LoyaltyLoop.

At a minimum, your survey should display your current logo, but can also use your other brand elements like colors and fonts. There is really no limitation to how your surveys can appear. Changes to your survey questions and choices are handled by our support team to ensure question context and logic are maintained, and survey integrity is not compromised.

Summary

The important thing here is to make sure a) your overall feedback process remains fresh, and b) reflects your company brand identity. Our team is happy to help you brainstorm the changes you might want to consider, from questions, email wording, graphical themes, and anything else. Drop us an email at support@loyaltyloop.com (or call 888-552-5667 option 3) and we'll be glad to help.