just a reminder on Christmas promotions and January

Good Morning Everyone.

 

 

In this email

A.      Christmas Promotions

B.      January Promotions

A, Christmas Promotions

It's important to take the time now to sit down and plan your Christmas promotions and get them onto a leaflet and into every bag as soon as possible if you haven't done so already. Our recommendation is that you run the promotions using Points to discount of full price larger items.

Example

Leg Of Lamb for €19.95 when you spend 300 points

Or

€5 off  a Leg of Lamb when you spend 500 points

 

I would go with 5 of these offers for  Joints example Stuffed Loin Of Pork from €10 up to €25 using loyalty points to from 300points to 1500 points

I would also  run with a range of 4 to 5 other with some rewards on added value products or bundled products so much the better i.e. products that can't be directly price compared with the competition. Example Silver Hamper €24.95 plus 1000 points,  Hamper Bronze - €19.95 plus 500 points.

 

My aim with this style of promotion is 1, to get your customers to use up larger amounts of points. 2, It's the one time of the year where they will go for hampers or bundled products. And finally 3, it moves them away from the more costly (re margin) items e.g.  4 chicken fillets for €1 with 250 points. At least on the hamper or bundle products you should be getting a minimum of 10% if not more.

 

B, January Promotions

Whilst you are getting your printer to do the leaflets for the promotion above I would get him to do your January into February Reward offer as well. For this I recommend a list of up to 15 products. This is because January is sale time and they expect a list of items. Remember your loyalty customers want to buy from you so give them plenty of choice to use up their points. If the leaflets are issued for this from 22^nd of December onwards into every bag that leaves your shop then it keeps your shop at the forefront of the customers mind when January comes.

 

Let the leaflet do the talking-Sometimes your customer doesn't have time to read all the point of sale posters etc in the shop so the leaflet in the bag is crucial. However a more important point is that generally people accept what you tell them, so when your leaflet says Great January Loyalty Sale at O's Butchers or Just Look At Our Great Loyalty offers for January then they will and they will generally buy into your sale. Its free marketing really and its part of the ongoing education of keeping your customer with you…

 

With regards to the type of offer you should make I'll leave that up to you as you will know what your customers buy into…

Try also to run promotions for the next few weeks and the first two weeks of December such as Double Points on certain days or a Surprise half point sale for two days midweek.

Remember now with your new system one of the features is that we can email all of your promotions to your customers and email is free.. Please email us if you want to do this and we will gladly help

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect - Data Marketing & Loyalty

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

Loyalty for hotels? some great reasons...

According to the latest MMHI results, members of hotel loyalty programs are almost twice as likely to return to a hotel compared to non-members. Beyond the repeat hotel business these programs encourage, club members typically spend more per room, are less sensitive to price increases, and are more satisfied with their hotel experience.

 

• Frequent travellers (15 or more room nights per year) are four times more likely to consider club membership very important when selecting a hotel.

• Among frequent travellers, club members have considerably higher incomes, pay slightly more per room night, stay more nights per year in hotels and are more tolerant of price increases compared with non-member hotel guests.

• The average profile of a frequent traveller who joins a loyalty program is a 47-year-old male travelling on business. He stays 31 nights per year in hotels, is very brand loyal.

• Loyalty-program members are much more likely to make their reservations online than non-members. Loyalty-club members use the Internet 43 percent of the time to make their hotel reservations. Non-members go online 32 percent of the time to book their hotel rooms.

• Fifty-nine percent of loyalty-club members use the hotel's or brand's Web site to make their online reservations. Non-members use these Web sites only 27 percent of the time.

 

 

 

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect - Data Marketing & Loyalty

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

addition to marketing service

Sorry I should have mentioned that we are happy for several stores to come together for the marketing service.

 

This would make the costs very very reasonable and give you the advantages of a really excellent marketing machine.

 

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect - Data Marketing & Loyalty

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

Texting

Hi Everyone,

 

Texting

 

Our texting platform is up and running for over two months now and is working well. We have excellent delivery rates of texts and can help you with proof reading and designing the texts.

 

Another reason for changing supplier  is that we can access your very latest customer information. Some of you may be using other providers but is the data your most recent?

 

If we can help you with this please let myself or Emma@customerconnectireland.com know…

 

 

 

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect - Data Marketing & Loyalty

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

New Service For Butchers from Customer Connect

Hi Everyone,

 

I hope you’ve all had a good summer and managed at least a weekend away…

 

New Service For Butchers

 

We can now offer a full marketing service for our clients. We are doing this in the following areas.  

 

·         In store actions Loyalty promotions

·         In Store Non Loyalty based promotions

·         Community Outreach – Townland Focus/Scattergram map… This is where your current customers locations are placed by us onto a map and a strategy is developed from this to grow business in areas where you are not getting business from

·         Monitoring-Targets to be set for 1, Average Spend. 2, Average Customer Visits. 3, Membership

 

·         Plan and activate sales promotions and have these running every month with posters and flyers

·         Run up to 24 loyalty promotions per annum

·         Run up to 12 Non Loyalty product focussed promotions per annum

·         Ongoing recruitment tactics for new customers

·         Put in place a local marketing strategy

·         Strategic texting

·         Strategic Emailing

 

 

Please give me a call if you feel this is something we can help you with. We already have a few clients signed up for this as it means there store has a full marketing strategy in place that is practical and effective…

 

 

 

Kind regards,

 

 

Finbarr

Finbarr Malone

Customer Connect - Data Marketing & Loyalty

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

The Business Case for Loyalty

There are two basic points of view to be considered when discussing the business case for introducing -or keeping - a customer loyalty programme: Some industry observers have argued that a loyalty programme is often unnecessary because it's just a way of spending money rewarding customers who would probably have been loyal anyway.

Others, however, have recognised that the real benefit of a loyalty programme is not necessarily felt first by the customer, and that it is the merchant that gains the necessary insight (from detailed analysis of its loyalty programme and transactional data, for example) to be able to improve the way it communicates with and deals with its customers. The

customer is actually the secondary (but still the most important) recipient of the benefits of a true loyalty programme.

To say that a loyalty programme is not useful, or is a waste of marketing budget, is to have misunderstood the real purpose of the programme. Rather than offering a simplistic discount or rebate programme, a real loyalty programme offers the customer any number of incentives to allow the programme operator to collect accurate and useful data about their lifestyle, purchase choices, motivations, interests, circumstances, and in many cases even about their household and immediate family.

The reason for gathering this data is not - as a very small minority of consumers seem to fear - to create some kind of 'Big Brother' database of peoples' personal habits, but to gain practical insights into ways in which the merchant could serve each customer more effectively, more easily, and more satisfyingly.

marketing service

Hi Everyone,

 

Some of you have been anxious to have your loyalty planned out for the coming year with a variety of different promotions and actions. By preplanning it means your loyalty will stay fresh and relevant and entertaining to your customers.

I am happy to meet with any of you either by telephone or in person to go through this pre-planning.

 

I tend to do this in three areas

 

·         In store actions

·         In the community actions

·         Targets and budgets

 

6 rewards Schedules suggested these are on large posters and are the back bone of your ongoing loyalty offer.

 

 

12 promotions with double points to run 1 week each month. Example Focus on Lamb

·         Tastings

·         Recipe

·         Access to Customer Connect Recipe Bank

·         Special Offers

·         Bonus Points

·         Shop Display

 

24 Loyalty Offers, 2 promotions run monthly

 

·         Spend 15 Euro get 10 point bonus

·         Spend 20 euro get 15 Point Bonus

·         Spend  30 Euro get 30 points bonus

·         Spend 40 euro and get any Reward for Half Points…

·         Double Points On Childrens Allowance Day

·         Double Points on Pension Day ETC

·         Dual pricing- Rewards Displayed in € as well as Points

·         Double Points

·         Double Points on Unit priced items eg. Tray of meatballs

·         Weekly Loyalty Blackboard Special

 

Monthly text to missing customers

Monthly text to dropping visits customers

 

Targets

Targets to be set for 1, Average Spend. 2, Average Customer Visits. 3, Membership

 

Anyway let me know what you want to do…It's a bit of work initially but at least it means you have fresh and interesting promotions running all year.

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect Ireland

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

Hotel Mobile Loyalty

 

View In Browser

 

 

 

Hi Finbarr,

 

 

Many hotels are now considering a mobile loyalty scheme as people are realising that a Loyalty programme is not just about points and rewards its about a new way of builiding 1-2-1 relationships with your guests...

 

1. Loyalty helps remove the constant price comparison of room rates
2. Mobile Loyalty removes the need for Loyalty cards but gives all the benefits of loyalty.
3. Guest Connect will contact your guests automatically with a personalised email from the GM or Slaes team and make offers based on previous stays and spends
4. Guest Connect monitors your guests in all categories and highlights those that have stopped using your property and will send an offer to that guest to recelaim them.
5. In fact loyalty programmes now rank fourth among reasons why consumers select a hotel.(the top three reasons are "Location" "Price" and "Past Experience") Jonathan Barsky Market Metrix

  

Starting at €50 per month Guest Connect from Customer Connect will provide you with a full loyalty system designed by us for hotels. We even provide online rewards and points statements as well as full integrated automated trigger marketing features.

 

Mobile Loyalty... Guest Connect is also designed to work seamlessly with smartphones too. In fact you can even send vouchers to your Guests phone, birthday offers and lots more besides.

 

If you need any direction or advice on loyalty or are just wondering about how it all works then give us a call we would be delighted to advise.

 

Kind regards,

 

Finbarr

Finbarr Malone M.Sc. Hospitality

Customer Connect Ireland 

 Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow. 

Tel: +353 (0) 1 485 3203 

Fax: +353 (0)1 5261012 

Mobile: +353 (0) 87 2368956 

Skype: finbarr25  

E: finbarr@customerconnectireland.com 

W: www.customerconnectireland.com 

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.  

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PLEASE DO NOT REPLY TO THIS MESSAGE All replies are automatically deleted. For questions or comments regarding this message, refer to the contact information listed above or contact us at finbarr@customerconnectireland.com. For questions, write to: Customer Connect Loyalty • Eric Building IT Carlow • Carlow Carlow • Tel: 01 4853203.

Privacy  |   Contact Us

how many new customers have you won in the last two months

Hi Everyone,

 

Okay we have spoken before about looking for new customers instead of turnover. It’s about recruiting customers one at a time, this will bring the turnover. So how many new customers have you been able to gain over the last two months?

 

What sales promotions have you run?

What incentives have you given your existing customers?

What referrals have you received from existing customers?

What competitions have you run?

Where have you spoken about your product?

Where have non customers been reading about you?

How do you recruit new customers?

What is the big meat promotion been run for July?

 

Have you your promotions and marketing planner set for the next 6 months?

 

Remember whilst value and price are crucial they are NOT everything, if you have enough other stuff going on then price can become secondary on occasion …

 

If there is nothing going on in your store then your leave your customers with nothing else to do other than compare prices against your competitors…

Promotions are entertainment but also they are a distraction or put another way they are adding value to the individuals shopping experience

 

Talk soon…

 

 

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect Ireland

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

1-2-1 meetings second phase

Hi Everyone,

 

For those of you that were on the 1-2-1 meetings.

 

Hopefully you will have made some progress from our first meeting…most of what we covered is in the last couple of emails I sent.

 

Anyway I’ll be in touch week beginning the 9^th to organise our second 1-2-1 meeting which hopefully will be no longer than a month away.

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect Ireland

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

would someone drive 5 miles out of their way?

 

 

 

Hi Everyone

 

Those of you who took part in the 1-2-1 sessions for growing your business should be moving on and getting ready for the next stage.

 

For those of you that didn’t take part don’t worry as I sent a previous email around with ideas and tips on 1, Instore activity and 2 Community activity. Have a look at these again and see how you can implement the actions. Just do a couple of them each week

 

Two Store Improvements Per Week = 104 Improvements over the Year!!

 

Take a walk in your store and ask yourself “what would make someone drive 5 miles out of their way to buy meat in my shop?” 

 

When you think you have a reason for them then promote that reason

AS an example;

 

If your sausages are excellent (even if you’ve never entered a competition) Then promote the sausages,

1.       Text your database of the upcoming promotion

2.       Runa free raffle for the weeks promotion to your loyalty database

3.       have free tastings,

4.       offer triple points on your sausages,

5.       expand your range of sausages to include all sizes eg Jumbo or cocktail,

6.       even square sausage burgers or sausage Pies.

7.       Make sure that everyone  home with a couple in a ‘Tasters Pack’ even if they are not buying any

8.       Make sure you have 3 Big and Bold reasons on your wall why your sausages are far better than anyone elses.

9.       Do a press release to the local paper, send a photo with this it helps the chances of getting printed, a press release is only a details of Who When Why What on your promotion, get the local football captain to launch the promotion on a Saturday afternoon.

10.   Look, just create a ‘stir’ or ‘buzz’ around your business

 

You are in the Entertainment business. People should leave your shop feeling great and comfortable in the knowledge that “xxxxx” is a great shop.

 

You’re shop should be busy with activity even if there is only 1 customer, What I mean by this is that there should be plenty for the customer to read, see and do. Refer back to my previous email on this In-Store Activity  

 

POS, Please have your point of sale material ready for this with sample recepies for your sausages, make your loyalty offer of the week a sausage offer too. Sample recepies for your sausages could be “Our Teams Recepies for Sausages” Each staff member could give their recepie eg Sausage and Cider Casserole, the Deadliest Sausage Sandwich.  

 

You as the local butcher have a much better chance of running a succesful promotion than the supermarkets as you can do all of the above and market it to your database of loyalty customers you can even email the recepies too.

 

Now that you’ve read down this far have you noticed that I havent mentioned Price once? This is not about price its about your great store with your great products.

 

This promotion can be done with any product or in conjunction with a local supplier. Or you could do this in a different way. For example you could run an Italian promotion for a week “ Great Italian Recepies Combined with Great Irish Pork” a perfect combination

 

Once you’ve won the battle on the sausages you can then move onto another great product in your shop.

 

If anyone feels a bit lost with all of this stuff and just doesn’t have the time or is struggling with any aspect of your loyalty call me and we will galdly help where we can…

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect Ireland

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Please note: the contents of this email are not to be taken as representing the views or opinions of Customer Connect Loyalty Ltd or its associated or subsidiary companies from time to time, save where the same are provided to you and evidenced in writing and duly signed by a current Director of Customer Connect Loyalty Ltd.

 

“It is the service we are not obliged to give that people value most.”

Hi Everyone

 

This is a 1minute email…

 

I was with a client recently and all of the basics were missing…..

 

No rewards posters

No Recruitment encouragement

No loyalty interaction from staff to customers

No card scanning at the till

No designated loyalty rewards area

No bonus points promotions

No double or triple points stickers

 

Loyalty seemed to be a secret in this store. Why?

 

When I asked this client for his opinion on the loyalty he said… "my customers like it but I don't see any benefit from it" Now if that's not an odd statement then I don't know what is. When I asked how come they were not still recruiting he said "sure we have everyone" yet when asked he didn't know 2 out of the 4 customers he had in his shop at the time.

 

The reason for doing loyalty marketing are as follows;

·         Build your database

·         Incentivise motivate and rewards your customers, show them you care

·         Monitor trends in customer behaviour

·         Build your marketing promotions around it as per my last email to you.

·         Contact missing customers

·         Contact customers whose spend is dropping

·         Have an audience who will listen to Your story -providing your story is strong.

·         Use it as a base to grow your business from

 

Remember good loyalty is not just about getting rewards it's much more than that..It's about Privilege-offers-Rewards-Recruitment-Redemption

 

Privilege

Making customers feel special, part of a club, a valued customer, "thanks a million for being a loyalty member" imagine the reaction if you said that to a customer. If you don't change your rewards and don't put any effort into your loyalty customers by making them feel special then your programme will turn into Applegreens where there is no feeling of being special.

 

Offers

Its good practice to be able to have loyalty special offer of the week on a blackboard, e.g. This week double Points when you buy Spring Lamb or Today's loyalty special 4 Pork Chops for €3.50 when you spend 20 points.

 

Rewards

Should be changed 4 times a year with the seasons and should be on a leaflet in every bag

 

Recruitment & redemption

Recruitment should be an ongoing thing, I have clients large and small that are recruiting new members every week even after 18 months of loyalty. Redemptions, encourage redemptions, have a redemption sale, but 10 names on  the wall each week that can redeem any reward for 50 points.

 

 

Finally

Every customer you have will increase their shopping visits to you if you just make sure they enjoy the experience. That enjoyment can come from;

·         Staff interaction

·         Interesting product

·         Interesting store to browse

·         Decent value

·         Artisan feel front of house e.g. Baskets of veg, product descriptions hand written on tags, owners values on the wall, difference in your meat and others explained

·         Professional and slick back of house

 

After all in the words of J.C. Penny "It is the service we are not obliged to give that people value most."

 

The great thing about being in a small business is that you can actually make your customers feel very special very easily…

 

This video is one we used to show in days of old but I found a slice of it again on YouTube its worth a look. I don't expect you to have to throw the fish as in the clip but it does show what happens when your customers enjoy the shopping experience a bit of fun really…. http://www.youtube.com/watch?v=P6ssn6WqxFc

 

 

 

Kind regards,

 

Finbarr

Finbarr Malone

Customer Connect Ireland

Address: Unit 6, ERIC Building, Institute of Technology Carlow, Kilkenny Road, Carlow.

 

Tel: +353 (0) 1 485 3203

Fax: +353 (0)1 5261012

Mobile: +353 (0) 87 2368956

Skype: finbarr25

E: finbarr@customerconnectireland.com

W: www.customerconnectireland.com

 

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