Building Customer Loyalty with Nikhil Naidu

If you’re a merchant, how do you build customer loyalty and reduce customer churn? Implementing a customer loyalty programme in your business is a great place to start. And Nikhil Naidu, lead of product marketing activities for Yotpo loyalty and referral software products, has a vast experience in customer loyalty. In this podcast, besides discussing the do’s and don'ts when implementing a loyalty programme in your business, Guido and Nikhil also talk about why the market for customer loyalty in Europe is still young. Brands are looking at extending customer lifetime value instead of focusing on customer behaviour, in particular how customers are behaving today and how you want them to behave tomorrow. “We like to think of this notion of customer experiences being what creates loyalty, and loyalty being an outcome of the experiences you're creating rather than something that you're actually building directly.” Key takeaways: How a loyalty programme can contribute to your brand itself How to combat customer churn (and what is likely to cause customer churn) How customers make decisions Retention isn't just making sure you keep customers, retention is a growth strategy Why innovation in a loyalty programme is about strategy The difference between loyalty programmes in Europe and the US The link between user-generated content and loyalty What the market can expect to see in terms of customer loyalty in 2020 Resources: www.yotpo.com