Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.
We’ve teamed up with Rybbon, a leading provider of digital rewards, to help our clients incentivize survey participation and increase response rates. With this new integration, organizations using the Alida platform will now be able to incorporate points-to-rewards incentives into their Voice of Customer (VoC) and Voice of Employee (VoE) programs to ultimately boost employee and customer engagement.
"Continued survey respondent participation is a necessity to truly understand the voice of the customer," said Jignesh Shah, Head of Global Integrated Incentives at Rybbon. "By combining our powerful rewards program with Alida's leading customer experience management platform, Alida clients will be able to boost engagement and retention rates by providing respondents with points that can be accumulated and redeemed for digital rewards."
Increase Customer Engagement and Participation with Incentives
On average, survey response rates range between 10% and 15%, making it challenging to draw actionable conclusions. By combining Alida’s leading total experience management (TXM) platform with Rybbon, Alida clients will have all the tools necessary to boost engagement with points and rewards. Incentives help ensure that you get enough accurate data, as well as the insights you need to deliver extraordinary experiences and build lasting customer relationships. In fact, by using Rybbon, organizations have seen their response rate increase by as much as 400%.
Alida’s platform now supports Rybbon’s PointsJoy solution, which encompasses Rybbon’s AutoRewards for automatic gifting. PointsJoy is a unique, easy-to-implement digital rewards solution that lets respondents accumulate points so they continue to stay engaged over time.
PointsJoy streamlines points-to-rewards programs by:
- Allowing Alida clients to determine the number of points to award to respondents for a completed survey.
- Letting respondents accumulate points up to a predetermined threshold, which is set by the client.
- Automatically sending a reward email to the respondent once they have reached that points threshold. The respondent can then redeem their points for their desired digital reward.
While PointsJoy provides many benefits, one of its primary attributes is its ability to simplify points management. It also has several ways for Alida clients to monitor their budget on an ongoing basis and minimize their financial liability from respondents who try to cash in too many points at once.
Boost Response Rates with Rewards
The Rybbon and Alida partnership provides a native integration within the Alida platform that makes it easy for clients to quickly and effortlessly boost voice of the customer response rates. Rybbon’s ever-growing selection of digital rewards lets you incentivize participants all over the world. You can create a curated list of reward options for respondents in each country you target, or you can let Rybbon do the work for you. Our Smart Global Choice feature can detect a recipient’s location and automatically present a selection of rewards that are available in their country. It even automatically converts the reward value into the appropriate currency.
Rybbon is also the only rewards management system that provides 100% refunds on unclaimed rewards, so there’s no risk of wasting money. You’ll know that every bit of your budget is going toward getting more customer feedback.
Understand Your Customers to Improve Customer Experience
Knowing what your customers are thinking and how you can improve their experience — and your success — means you need enough feedback to provide a truly representative sample. If the voice of the customer doesn’t come through your surveys loudly enough, you won’t be able to hear it. That’s where digital rewards come in. Rybbon and Alida’s partnership makes it easy to integrate digital rewards into your CXM platform to achieve higher response rates and engagement.
“At Alida, our priority is to help our customers improve experiences for their customers and employees, driving loyalty and retention,” said Riaz Raihan, President of Products & Engineering, Alida. “With the new Rybbon integration, rewarding customers for continuous engagement with your organization is now easier than ever. With a myriad of global incentive options, companies can now offer their customers and employees incentive choices that matter most to them.”