The Advocado’s Loyalty Engagement Wheel is a comprehensive framework designed to help businesses build and maintain strong customer loyalty. This framework outlines a range of strategies and techniques that businesses can use to engage with their customers, build trust and create lasting relationships.
The framework is based on a wheel concept that outlines the different stages of customer engagement. The stages include attracting customers, engaging with them, converting them into loyal customers, and ultimately, retaining them for the long term. Each stage requires a different approach, and the playbook offers practical advice on how to achieve success at each stage.
Before we dive into the framework itself, let’s see how this framework actually came about.
With more than 6 years of serving thousands of top brands in Singapore, Malaysia, Thailand, Indonesia and Australia, we have developed a proven set of strategies and procedures. These strategies, or framework, enable brands to effectively convert prospects into customers and customers into advocates.
To fully comprehend Advocado’s proprietary Loyalty Engagement Wheel, it is crucial to understand a customer’s journey with your brand.
The customer journey pyramid is a model that illustrates the different stages of engagement that a customer may go through with a business. The five stages of the customer engagement pyramid, starting from the base and moving upwards, are:
Advocado’s Propritory Loyalty Engagement Wheel Framework allows brands to help their customers climb up this Customer Journey Pyramid. Meaning, this framework converts suspects into prospects; prospects into customers; customers into regulars, and regulars into brand advocates.
Now that we know why the framework is so important, it’s finally time for us to spill the secrets.
The framework consists of a three-part cycle process – Reward, Know, and Engage – which help your brand develop enduring relationships with your customers with ease.
See how some of the top F&B brands in Singapore are using Advocado’s Propritory Loyalty Engagement Wheel Framework to achieve great customer loyalty.
Rewarding customers is the first step in the three-part cycle process of Reward, Know, and Engage that can help your brand develop enduring relationships with your customers.
Rewarding customers by offering incentives, perks, or benefits is a way to show appreciation for their business and encourage loyalty. By offering rewards, you create a positive experience for your customers, which can encourage them to continue doing business with you and even refer others to your brand.
Rewarding your customers can be a great way to both attract them to your brand and collect customer data. For rewarding your customers seamlessly, and make your stage 1 of consumer engagement successful, it’s advisable to engage in a Loyalty-CRM program. Advocado is Singapore’s leading cloud-based loyalty CRM program. Check out the features here.
Knowing your customers is a crucial aspect of running a successful business. By understanding your customers, you can tailor your products or services to meet their needs and preferences, and ultimately increase customer satisfaction and loyalty.
When you reward your customers in stage 1, you also collect their data in the form of transaction history. Tools like CRMs help you to collect your customer’s data and understand their preferences, needs, and behavior.
Use the data you collect to create customer personas or profiles that represent your typical customers. These personas can help you better understand your customers’ motivations and preferences.
So now that you have your customer’s data and you understand their personas, its time to engage them meaningfully to bring them to your business again and again.
Engaging customers refers to the process of actively connecting with your customers and building a relationship with them that goes beyond a simple transactional interaction. It involves creating opportunities for interaction and communication between the customer and the brand, with the goal of building trust, loyalty, and brand advocacy.
The successful execution of this stage helps your customer move upwards in the customer journey pyramid.
Advocado’s Propritory Loyalty Engagement Wheel’s reward-know-engage framework helps you solidify relationships with your customers. It helps you create your own loyal customer base by creating value in the form of rewards, and meaningful interactions. Therefore, most of your customers become your regulars and even Advocates.
This is a fail-proof strategy that we have implemented for more than 400 F&B brands across Singapore.
Contact us to get a free demo of Avocado today! Understand the practical implementation of this framework, along with some real-life examples from F&B brands like Diax Xiao Er, Tim Ho Wan, Seoul Garden, Rocky Master, many more
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