Transitioning your loyalty program to Incentivio is an excellent step towards enhancing customer engagement and ensuring a seamless experience for your guests. This guide overviews the process and outlines best practices for importing customer accounts into Incentivio’s system from your previous loyalty provider.
Contents
- Account Import Options
- Best Practices for a Smooth Transition
- Potential Challenges if Best Practices Are Not Followed
Account Import Options
When importing customer accounts into Incentivio, there are two primary methods based on the data available:
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Import by Email Address:
- If customer accounts include an email address, we will import them using this information.
- Customers will receive an email with a link to reset their password and complete the setup of their new account on Incentivio.
- It’s recommended that follow-up emails be sent to capture any customers who may have missed the initial communication.
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Import by Phone Number:
- If customer accounts do not have an email address, we can import them using the phone number.
- Customers will receive an SMS with a link to complete their account setup.
- Until setup is completed, customers can earn points on in-store purchases by entering their phone number at checkout (POS dependent). However, they cannot sign in or use offers/loyalty benefits until they complete their account setup.
Best Practices for a Smooth Transition
To ensure a successful transition and positive customer experience, we recommend the following best practices:
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Communicate the Transition Clearly and Frequently:
- Notify your customers well in advance about the upcoming change to your loyalty program. Use a mix of emails and SMS alerts, if available, to ensure the message reaches all your customers.
- This communication should include details about the transition date and what customers should expect, including instructions for completing their new accounts.
- Clear communication helps reduce confusion or concern when customers receive an invitation to complete their account setup, especially for phone-number-only accounts receiving SMS messages.
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Purge Inactive Customer Accounts Before Importing:
- For clients with large, long-standing loyalty programs, it’s common to have many inactive users who haven’t engaged with your brand in years.
- We recommend only importing users who have been active within the last year (defined as those who have completed a transaction) to ensure your data is current and accurately represents your active customer base.
Potential Challenges if Best Practices Are Not Followed
Failing to adhere to these best practices can result in several challenges, including:
- Frustrated Customers: Without clear communication, customers may be confused or distrustful of the setup invitations, especially if they are sent via SMS.
- Poor Conversion Rates: A lack of proper communication or purging of inactive accounts can lead to lower customer engagement and poor conversion rates from your old loyalty program to the new one on Incentivio.
- Increased Operational Challenges: Inefficient transition processes can lead to more customer service inquiries and operational inefficiencies.
By following these guidelines, you can ensure a smooth transition to Incentivio, providing your customers with a seamless and enjoyable experience as they set up their new loyalty accounts. For any further assistance or questions, please don’t hesitate to reach out to our support team.