LoyaltyLoop Premier Plan Released

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.