How is the economic success of these initiatives measured?
Through specific KPIs: the number of new customers acquired via referral, the reward redemption rate, the increase
Can a loyalty program make up for poor service?
No. A loyalty program built on a deficient product or service only accelerates failure. The foundation of growth…
What is the most common mistake when implementing a referral program?
Friction. If the referral process is complicated, requires too many clicks or has unclear rules, the customer will give up.
What role does Big Data play in customer loyalty?
Big Data allows us to segment customers according to their behaviour. This way, we can identify who our “promoters” are
How do these programmes influence the brand reputation of an economic office?
They help humanise the institution. An office that grows thanks to word of mouth conveys solidity, transparency and technical quality
Is it profitable to offer financial rewards for referrals?
Yes, as long as the value of the reward is lower than the profit margin brought by the new customer. The secret lies in the bidirectional incentive
What importance does LTV (Lifetime Value) have in this context?
LTV measures the net profit that a customer generates throughout their entire relationship with the company. Referred customers tend to have an LTV
What is the real difference between loyalty and referral?
Loyalty is retention (getting the customer to buy again), while referral is expansion (getting the customer to bring in others).
What is CAC and how do these programs benefit businesses?
CAC stands for Customer Acquisition Cost. Referral programs drastically reduce this cost, since it is the customers themselves
Why is trust considered an economic asset today?
Trust reduces transaction costs and uncertainty. In a saturated market, a customer who trusts a brand decides faster
