Loyalty & CRM

Building Loyalty, Building Profitable Relationships

Your business rises and falls on customer relationships. Whatever the touchpoint, every interaction and transaction is an opportunity – both to know your customer better and to strengthen their loyalty by offering them extra value in the form of rewards, special offers, and service tailored to their unique needs.

 

MICROS-Retail solutions for CRM and customer loyalty help you build and develop long-term, profitable relationships by understanding your customers, rewarding purchasing behavior, and targeting offers and incentives to the right people based on their actual activity and transaction information.

 

Gain a comprehensive cross-channel view

Customer intimacy starts by knowing who your customers are, how they behave, and what their preferences are. At the heart of your solution is a central repository of customer data. Tightly integrated with your MICROS-Retail POS, call center, and eCommerce systems, the repository interacts with all touch points – giving you an actionable, 360-degree view of a customer’s activity including purchases, returns, and participation in promotions and special offers.

 

With this information readily available across all transaction channels, you can:

• Personalize interactions with the customer
• Enhance revenue by offering cross-selling and up-selling recommendations
• Create more effective marketing campaigns based on past history and known preferences.
• Elevate your customer service capabilities by crediting and awarding loyalty activity at point of interaction.

Easily track and manage loyalty and gift card capabilities

MICROS-Retail also offers unified, end-to-end management and tracking of loyalty and stored-value/gift cards, with the option of using one integrated card for both purposes. Cards can be issued instantly - whether online, in the store or via email - and can be used in any channel. Because all card-related activities are recorded in real time, loyalty points and card balances are always accurate to the last transaction.

 

Loyalty/gift card capabilities are easy to use and flexible. For example, to ensure customer satisfaction, you can empower associates to issue additional points or dollars to offset an unsatisfactory shopping experience.

 

Tailor your program as your needs evolve

Without requiring any assistance from your IT group, marketing personnel can tailor promotional programs and implement and fine-tune new offers. Among other options, it’s easy to motivate customers to act immediately or increase their total purchases by offering extra points or gift-card dollars when they buy a specified quantity or exceed a specific purchase amount.

 

Target, reach out, measure, refine

Further enhancing the value of your CRM and customer loyalty environment, MICROS-Retail offers capabilities for customer segmentation, campaign management and analytics. This allows you to target programs at specific demographic groups, efficiently manage and tailor campaigns, catalogs, and special offers, and then analyze the effectiveness of outreach efforts. In turn, you can fine-tune your programs iteratively to achieve maximum impact.

 

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