Virtual PBX Featured Article

Need a Quality Rewards Program? How About a Virtual PBX?

May 07, 2013

By Susan J. Campbell - Virtual PBX Contributing Editor

The optimal customer experience – it’s something every company hopes to deliver in an effort to maintain a competitive advantage. Knowing what your customers want and meeting their needs head-on is the key to sustainable relationships. For a number of organizations, providing what the customer wants means delivering a solid rewards program.


Commercial rewards programs have been around for years, providing retailers with the opportunity to build value through lasting interactions between the company and the customer. The key to making such a program work to your advantage, however, is to implement the program successfully.

A recent blog from virtual PBX provider, Nextiva, examined this challenge, highlighting the important steps companies need to take when implementing a solid rewards program. The first step is to identify the action you want the customer to take. If your goal is to attract new customers, get old customers to return or attract new prospects, you should clearly define these objectives in your strategy.

Second, remember to keep it simple, stupid, not only for the customer, but for your organization as well. Costs can easily grow, even when the rewards program is kept under tight control. Remember if it costs more to track and administer the program than the benefits it delivers, it may be time to examine a new way to generate revenue.

Have you clearly defined the reward? In this third step, you are forced to examine what customers will gain from the action you want them to take. It may be easy to think that achievement badges, social media badges, virtual access or exclusive access are enticing to customers, but what they really want is t-shirts, gift cards, special events, coupons and cash, among other free things.

Finally, be sure to track the reward for your customers and let them know when they have earned their reward. More importantly, don’t make them keep track of a card; they’ll only resist joining the program. Instead, keep the customer up-to-date at all times. This is truly what builds that loyalty, taking the customer to the next level.

Did you know that combining the virtual PBX with a rewards program can improve the overall customer experience? When your voice communications are blended with the network, easy integration between the call and the customer account is enabled. Not only does the customer enjoy crystal clear communications, the agent on the other end of the line can easily access their account for a streamlined experience.

Nextiva helps to enable this experience with its business-class SIP trunking solutions. Not only can you save money on all communications, you can also increase the return on investment and benefit from unlimited long distance calling. The best part – you don’t have to switch your existing PBX equipment.




Edited by Jamie Epstein

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