Loyalty Maturity Model

Loyalty Maturity Model

Summary: Unlock True Loyalty: Your Path to Deep Engagement with the Loyalty Maturity Model

Greetings, savvy marketers! Are you ready to supercharge your loyalty marketing strategy? Introducing our groundbreaking Loyalty Maturity Model — a roadmap designed to propel your loyalty program from good to exceptional. This model will guide you through the stages of evolution, helping you ascend towards loyalty greatness.

# Maturity Description Experience
1 Points Earn points for purchase. . Transactional
2 Transactional Experiences Customize your drink or get a seat upgrade. The experience is transactional. Transactional
3 Product Usage Receive points for using the product. Often includes points for sharing on social media. This is a huge step forward from Minimally Experiential as it engages the customer in product usage. However, the experience is still transactional. Transactional
4 Deep Engagement Engagement is a new category of Customer Engagement that is focused on creating a deeper connection between the customer and the brand. Deep Engagement is a huge step forward from Product Usage as it engages the customer in the brand experience. The experience is based around value and is focused on helping the attain the value they sought when purchasing your product. In this phase, the brand and customer are partners in the customer's journey and in building the brand. Experiential

Maturity Level 1: Points

All loyalty programs begin with points. Customers earn points for every purchase, which they can redeem for discounts. While this approach builds a foundation, it's inherently transactional, focusing on rewards for spending.

Maturity Level 2: Transactional Experiences

Most loyalty programs today are currently at Level 2 Maturity. In this level, customers are organized into a class structure based on tiers. As customers move up the tiers, they unlock additional perks and benefits such as customized drinks, seat upgrades or room upgrades.

This approach adds basic experiential elements, but the core remains transactional and is still centered around the purchase. Another challenge is that the benefits are often not aligned with the customer's aspirations.

Maturity Level 3: Product Usage

In the Product Usage level, customers earn points not just for buying, but for product use and sharing on social media. This advances engagement but remains rooted in transactional interactions. Customers are still passive participants, and the experience is still centered around the purchase. Value creation is limited to the product itself and does not address the broader customer journey nor the value the customer wants to receive from purchase.

However, this level is a huge step forward from Minimally Experiential as it engages the customer in product usage. It is the first step towards attempting to engage the customer in the brand experience.

One weakness in this model is the product usage is still treated as a transaction. "If you share my product on social media, I will give you points". The customer is not yet engaged in creating the value, in helping build the brand.

Maturity Level 4: Deep Engagement

This is where true loyalty blossoms. Deep Engagement transcends transactional ties, forging a profound connection between customer and brand. It's about creating a partnership on the customer's journey. The brand delivers value that aligns with the customer's aspirations, making their experience enriching and fulfilling, and the customer participates in building the brand.

In this phase, loyalty becomes experiential, centered around value and brand alignment. Customers are no longer passive participants; they're active contributors in building the brand's story.

Moving to Deep Engagement

Deep Engagement is the highest level of loyalty marketing maturity. It is characterized by a deep connection between the customer and the brand. In this stage, the brand and customer are partners in the customer's journey and in building the brand.

There are a few key things that brands can do to move to Deep Engagement:

  • Focus on the customer experience. What are the things that your customers value most? How can you make their experience with your brand more enjoyable and rewarding?
  • Personalize the experience. The more personalized the experience is, the more likely customers are to feel valued and engaged. Consider using data to personalize offers, recommendations, and other aspects of the customer experience.
  • Create a sense of community. Customers want to feel like they are part of something special. Create a community where customers can connect with each other and with the brand.
  • Give back. Customers appreciate brands that give back. Help your customers achieve their goals and aspirations. Contribute to the growth of the communities around your brand. Remember, customers don't buy drills, they buy holes.

By focusing on these things, you can move your loyalty marketing program to Deep Engagement and create a more loyal and engaged customer base.

Ready to Ascend?

Ready to embark on this exhilarating journey? Whether you're starting from scratch or seeking to enhance an existing program, the Loyalty Maturity Model is your compass to navigate the ever-evolving landscape of customer loyalty.

Whether you're a startup or an industry leader, our Loyalty Maturity Model is your compass for navigating the evolving loyalty landscape. Let's redefine loyalty together!

About Sentrix

Sentrix Labs is a Customer Engagement platform that helps brands build Customer Engagement programs that drive customer loyalty and brand loyalty.