Remember my name!
Using members’ names in face-toface conversations, when you write to them
(via print or email), and in social media lets
them know that you regard them as more
than just a number. Seeing themselves
tagged in photos on your business’ facebook
Page or website will make them feel special
and part of a community.
Use the data you
already have
You have data on your members, so start
using it to personalise their journeys.
Challenge your software provider to step up
to the personalisation mark by harnessing
the data you have to create experiences
appropriate to each individual.
In the UK, Nationwide Building Society
software recognises the transaction that
each individual undertakes most often. So,
for example, if a customer’s most frequent
transaction is a £30 withdrawal with no
receipt, once they have entered their PIN,
the ATM asks whether that’s what they want.
This is true personalisation.
Offer ‘Members Only’
exclusives
Your members and subsets of your members
want to feel special. You can personalise
their experience with you by giving them
opportunities that the general public cannot
experience. It’s the feeling of exclusivity and
discount that makes the real difference.
Allowing your me