Insights into Salesforce Loyalty Management Features and Benefits

Current trends in loyalty programs are shifting beyond just offering discounts. According to a recent Salesforce report, the top rewards valued by customers include: 

• earning points to redeem (58%), 
• special discounts (53%), 
• free shipping (44%). 

Other appreciated perks are birthday rewards (22%) and free or discounted services like styling or installation (20%)
(Source: Connected Shoppers Report, Fifth Edition, Salesforce 2023)

What does Salesforce offer for loyalty programs? How does it address customer expectations? What opportunities does it provide for marketers?

Discover the Types of Loyalty Programs Offered by Salesforce

Salesforce Loyalty Management is a comprehensive solution designed to help businesses create and manage effective loyalty programs. With the Salesforce Customer 360 platform, companies can develop loyalty programs for B2B and B2C customers.

Loyalty Management is customizable and scalable platform making it an ideal choice for the implementation of different types of loyalty programs including:

• Tiered Loyalty Programs reward customers based on their spending levels or engagement frequency. As customers ascend through tiers, they unlock increasingly valuable benefits.
• Subscription-Based Loyalty Programs require customers to pay an upfront fee for access to exclusive benefits. This model offers members perks like free shipping or exclusive discounts.
• Value-Based Loyalty Programs focus on rewarding customers for their alignment with the brand’s values, such as sustainability or community support. Customers can earn rewards through socially responsible actions.
• Point-Based Loyalty Programs are the most common, allowing customers to earn points for every purchase. These points can then be redeemed for rewards. It’s a popular choice for retailers because it encourages frequent purchases and makes it easy to track customer interaction.

In this blog post, we will concentrate on the tiered and point-based loyalty programs, which are the most popular.

What Makes Salesforce Stand Out in Loyalty Program Features

Salesforce Loyalty Management includes several additional features that enhance the effectiveness of loyalty programs and streamline business processes.

Promotion Setup

It simplifies and automates various loyalty processes, such as crediting and debiting member points, changing member tiers, and updating records. Users can define complex business scenarios using rules that specify conditions and actions, and they can utilize predefined templates to create efficient processes.

Flows 

They automate business operations by reading or writing Salesforce data, displaying information, and executing business logic, ensuring seamless interactions within the system.

Data Processing Engine (DPE) 

It allows organizations to transform available data and write the results back to standard or custom objects, enhancing data management capabilities.

Decision Tables 

They determine the number of points awarded based on member activities, ensuring that rewards are aligned with customer engagement.

Batch Management

The primary goal is to automate the processing of high volumes of records according to the rules defined in Promotion Setup or Flows, improving efficiency and accuracy. 

As a whole, these features empower businesses to create dynamic and effective loyalty programs that drive customer engagement and satisfaction.

Experience Cloud Templates

Experience Cloud Templates for Salesforce Loyalty Management are designed to help businesses effectively visualize and manage their loyalty programs. They help to customize the site with specific branding and other company details. The goal of the Loyalty Program portal is to make loyalty members’ experience as smooth as possible.

With these templates, organizations can quickly set up a feature-rich portal that makes it easier for members to get loyalty program information, rewards, and promotions.

Driving Business Success through Customer Engagement in Salesforce Loyalty Management

Implementing loyalty management software from Salesforce offers numerous benefits that businesses should consider. 

• It utilizes customer data collected through the CRM platform, providing a comprehensive source of information that allows for the creation of programs tailored to customer behavior and needs.
• With the Customer 360 View, businesses can personalize rewards, transforming customers into loyal brand advocates. The loyalty programs also integrate interactions across multiple channels, catering to customers who prefer engaging through various touchpoints.
• Salesforce enables organizations to run multiple loyalty programs on a single platform, making it highly adaptable to different industries and business models. Its intuitive user interface simplifies the process of creating loyalty programs that align with both brand identity and customer behaviors.
• Integration with Marketing Cloud facilitates automation, allowing businesses to set triggers for loyalty-related actions, thereby enhancing program efficiency. The platform also provides easy-to-use analytics, offering insights for targeted marketing campaigns and performance tracking.

Salesforce Loyalty Management equips businesses with the tools necessary to foster customer loyalty, increase engagement, and drive long-term success.

Implementing a well-designed loyalty program powered by Salesforce Loyalty Management can yield remarkable results for businesses, ultimately driving long-term success. By leveraging the robust features and capabilities of this platform, organizations can achieve the following benefits:

Boosting Business Revenue

Salesforce Loyalty Management enables businesses to create targeted loyalty programs that incentivize customers to engage more deeply with the brand. By offering valuable rewards and personalized experiences, businesses can encourage customers to make repeat purchases.

Increasing Customer Lifetime Value

Loyal customers tend to spend more time, refer others, and remain engaged even during challenging situations. Salesforce Loyalty Management provides the tools to nurture these valuable relationships.

Delivering More Engaging Experiences and Improving Customer Relations

The platform’s intuitive user interface and customization options allow businesses to create loyalty programs that resonate with their target audience. This results in personalized rewards, exclusive benefits, and interactive challenges that strengthen customer relationships.

Standing Out from Other Brands

In today’s competitive landscape, a well-executed loyalty program can be a powerful differentiator for businesses. Unique and compelling loyalty initiatives set great businesses apart from their competitors. 

Encouraging Customers to Take Desired Actions

Loyalty programs can be designed to incentivize specific customer behaviors, such as making purchases, writing reviews, or referring friends. Salesforce Loyalty Management provides the flexibility to structure rewards and challenges that align with the business’s objectives.

The loyalty programs are a great help in unlocking the full potential of their customer relationships and achieving remarkable results. From boosting revenue to increasing customer lifetime value, Salesforce offers a comprehensive solution for building long-lasting, profitable relationships with customers.

How Salesforce Can Make Your Loyalty Strategy a Success

Many retailers find that loyalty programs don’t always deliver the results they hoped for. That’s where Salesforce comes in with some fantastic benefits. Not only does it provide valuable customer insights and performance tracking through its centralized platform, but it also offers a range of features and customization options that show loyalty programs can be so much more than just discounts. With a little planning and design, you can create a loyalty program that truly resonates with your customers.

When you plan and design a loyalty program, you can make the customer experience unique and memorable. Want to see how Salesforce can help you achieve that? Contact Salesforce Architects!