Spotlight – Tech & Customer Loyalty

Do you remember the time when airline tickets came in booklet form? There were the tickets themselves, printed on rich glossy paper followed by pages of Ts&Cs. The airline industry was the first to reward its customers for being loyal in the 1970s. And this was in a widespread and popular way. There was finally a thing such a ‘free flight’ then. Retail caught on later.

Now, with the emergence of ubiquitous tech, airline tickets appear in our mobile wallets, of course. But the whole game of customer loyalty has changed too. Take your stuff, tap a card, ka-ching! It’s just as easy as that. And with customized offers, great new discounts and convenience of a mobile – customer is now truly King (or Queen!)

customer loyalty

(Photo by Álvaro Serrano on Unsplash)

Everything is also, much more immediate. We live in a world of real-time gratification. Our communications, thoughts, dreams, memories – everything is captured and chronicled as we collect them. With this sense, it is important for a customer to instantly accrue points, or redeem them. Using the data that companies hold, they can predict a purchase, even suggest it, and assist with it.

Our emotions can now be monetised. And some consumers, obviously engage more than others. But brands are now making it harder for us to remain unengaged. Life is now about the next aspirational holiday, or dinner out or those gorgeous cufflinks. If I can pick up some points for my spend, why not?

We are living through this evolution and time will tell if the most loved brands continue to grow their user base. Are there specific brands you are loyal to? Any programmes that you subscribe to, or better still, get your friends to subscribe to as well? We’d ove to hear some of your thoughts (promise we won’t be offended!)

Spotlight – Customer Retention

This month, from the resident blogger’s desk, we thought we’ll talk about some of our experiences on a much talked about industry metric – that of Customer Retention. Here is breaking down the term and bringing its meaning to life.

Customer Retention is easily a top priority for many companies aiming to be the best at what they do. It encompasses all the activities and actions companies take to increase and grow the number of customers that use and love the brand. According to many top companies in the business sphere today, here are some go-to strategies.

(Photo by Garrhet Sampson on Unsplash)

If you’ve ever watched Simon Sinek’s TED talk “Start with Why”, you would understand the importance of having a mission. This brings us to one of the strategies – Start with a Mission. It’s important to have a clear – cut aim and goal, this helps build a brand that in turn inspires loyalty and retention.

Be the expert – is an easy way to remember to always be the best and bring your A-game. By always staying on top and remembering to always be the best version of yourself, as a company, can easily help you to earn a level of loyalty that can not only set a statement for the company, but also shape the company in a completely new way.

Go above and beyond. Going that extra kilometre for your customers is the key to a great customer-company relationship. Adding a personalised touch, making customers feel valued and important are all ways to go beyond the regular. Fly, drive, and swim with them – if that’s what it takes.

Apple, a brand everybody knows says – ‘Create a divide between you and your competitors’.  Sticking true to who you are as a company, can really show brand integrity and hence attracts customers. Show your audience that you’re far different from the rest of the herd. Make yourself heard, and be ready for a pool of happy customers!

Win your customers over with the strategies mentioned above. Treat every complaint as a gift. Tweak your company to be better than it was yesterday. Every single day counts! Make your customers happy, right here, right now.

Spotlight – Zephop Internship Experience 1

Kena Kothari, NMIMS MBA Candidate 2016 – 18 talks about her experience of working with Zephop as a Business Development Associate, summer 2017

In any Management programme, an Internship is one of the most important aspects of the learning process. It helps students prepare for the real world, and it was especially important for someone like me, as I had never been exposed to the corporate world before. With that in mind I applied for the Zephop Business Development full-time Summer Internship late last year. I was selected after clearing two rounds of interviews.

(Photo by Olu Eletu on Unsplash)

This summer, I have gained a lot of real-world experience. I would never have gotten that while sitting in the closed doors of a classroom. The first day was a training and induction session and it was fantastic being trained directly by the innovators themselves. Working as a Business Development Associate helped me meet people from different walks of life in different situations and taught me how to work in harmony with them.

I was primarily responsible for the end-to-end process of onboarding businesses. The entire internship process was extremely seamless due to an efficient network system and with all the co-founders being just a call away. This helped me get over any hurdles without getting stuck for a long time. It taught me not to take things personally, and that facing rejection and learning from it is an important part of my professional development. Finally, I learnt the importance of generating loyalty amongst people by building a connection with the customers.

During my internship period of two months, I also learnt the value of team dynamics and goals. It helped me understand how businesses work and how to cope with real problems and situations. In a startup environment, there was an opportunity to learn about multiple areas of the business.

I had a great time working for Zephop and highly recommend working with a tech startup. This is the best way to learn about how the world is being revolutionised by technology and how businesses can harness it to become more customer-centric.

We are hiring! If you would like to apply for an internship at Zephop, email careers@zephop.com with your CV

What’s New on Zephop – November 2016

This month, the resident blogger thought, is a great month for reflection. Not only is it that time of the year when the year itself is folding in, but it is also the month when Zephop turns 1.

new

And while something that we created has come along way and has taken on a life and an identity of its own, it has come with its fair share of challenges, as all great things do. As I think harder and harder about what it is about a startup culture that is most scary, the answer is very obvious – ‘change’.

At Zephop, we have done change really well. We have changed our founding team, people have come and gone, yes, but along with that we have changed plans, tactics, strategy, behaviours, and pace. We are 1 year old and a 100+ businesses strong because a bunch of people who had never worked together before came together and decided to match the pace of life with our own changes. That is what made us shine.

Most of the things we did, we had not planned for. But it was the strength of our core proposition and our collective belief that ‘this is IT’ that heped us galvanise when the troops were required. So when you are thinking of 2017, think of how much changed for the world this year, and prepare to deal with change on a personal level better.

This may have become a very reflective post, muses Resident Blogger, but hey, if you have got some Zephop points burning a hole in your virtual wallets, it is a great time of year to indulge in some cafe culture. So check out our Discover page!