What is your favorite loyalty program? Is your first thought “I don’t know”?
On #DisrupTV last week, we had the opportunity to interview Kevin Nix, CEO of Stellar Loyalty, a company with a mission to “bring delight and value to every consumer experience.” He explained, and we all see it, that we are inundated with too many emails, terrible marketing campaigns, spam and bad loyalty programs.
The reason? Companies are approaching it the wrong way - my competitor has one, so I need one. No wonder I have so much email to delete or save for later (aka forgetting it until I delete it six months later)!
Stellar Loyalty is working to help companies think from a consumer’s view of the brand and their entire experience. During the interview, Kevin shared some great examples, and one that stood out to me included many people’s coffee “addiction” (and maybe mine).
Think about being able to walk into a store, such as Starbucks, get an option on your phone to order your specialized drink, an alert that your favorite muffin is (finally!) in stock, and a process to easily pay and pick it up without even waiting in the line… This can be a reality thanks to your loyalty app.
While it’s not to that level yet, technology is advancing to make each experience frictionless. You get loyal customers not by points and gimmicks, but by the customer service and experience that drives a customer to want to spread their like (or dislike) by word of mouth.
Check out the full interview below. Be sure to also follow Kevin on Twitter (@Kevin_Nix).
DisrupTV Startup Spotlight: Featuring Kevin Nix, CEO of Stellar Loyalty 6.6.16 from Constellation Research on Vimeo.
