Happy staff = happy customers

Have you ever had the worst customer service ever? It ruins your day and you walk out of the store fuming. Now have you been served by an absolutely outstanding staff member and their customer service is next level? How amazing does it feel?  Now that’s what helps create loyalty! Maybe it’s time to reflect on your businesses environment and start making some positive changes to motivate staff.

Reward employees for great performance

motive staffIt’s one thing to congratulate the team as a whole but individually rewarding staff for hard work is a great tactic.  It means those who go above and beyond feel appreciated and it makes underperforming staff realise they too can work just that little bit harder.  A few great ways to do this is by:

Note: make sure to reward for various types of work, otherwise you may just end up rewarding the same staff members over and over again.

Incentivise using food to motivate staff

motivate staffWell you’ve heard that food is the way to a mans heart but it’s also the way to a staff members heart. Your employees work hard and there’s nothing better than shouting your team lunch. Without spending too much either, you will find a full stomach leads to better productivity and happiness. Try and use mood boosting food to motivate staff such as healthy burgers incorporating eggs and avocado or why not even try keeping a fruit bowl in the lunch room. You’ll be surprised how much this can change your staff members happiness.

Utilise wall space

motivate staff
Ok maybe motivational quotes are a bit old school but who’s to say you can’t try the following:

Bulletin boards: This is a fantastic way to communicate outstanding work, pictures from staff events, posting about birthdays or if there is nothing to communicate put up a joke. Communication is the key to running a business and if the staff can take part in it and get the creative, the more they will be willing to exchange ideas and converse.

Business news: Sometimes it’s hard to get staff excited about business news. You as the business owner find everything exciting when it comes to advances in the business, so why not let them choose when to get excited by it.  Put up a visual graph to show growth or success so employees don’t have to read, they simply walk in and see straight away how well the business is doing. This will make them feel like they are part of something truly special and that you are all working together to achieve greatness.

Fun pictures: You might get a few eyeball rolls if you start hanging up motivational quotes everywhere but putting up fun pictures with bright colours can enhance ones mood. The best colours for happiness are green and yellow, so get hanging and get those staff happy!

 

Starbucks has been getting a lot of attention in regards to their newly rolled out loyalty program. Mainly because of the sudden changes that caused an uproar in the Starbucks loving community.  The controversy around their “improvements” is teaching business owners that it’s important to know how to launch a successful loyalty program. It should be strategically planned for growth and revenue building.  Let’s look at Starbucks and take away some pointers from their new program.

Points or stamps?

successful loyalty programStarbucks started out with a stamps based program, awarding one stamp per visit and then switched their program to points based.  Now people are being rewarded for spending more, rather than visiting more. It is a tactical plan to switch from stamps to points, forcing customers to hand over those extra dollars.  If you’re a business with a large variety of products, it’s advisable to start with a points based program. Awarding your customers for spending larger amounts with you, rather than forcing them to head to a competitor for the extras.

 

Let’s get personal

Allowing customers flexibility is one way to make them feel like they are really part of a loyalty program. successful loyalty programStarbucks is now driving personalised offers to customers based on their prior behaviours. This is a complex feature of a loyalty program but can be simulated by offering accumulative rewards. Meaning the more points the customer accumulates, the better the rewards. Consumers can then choose to redeem the smaller offers or keep building more points for something of better value.  Once again pushing customers to spend more with you, which at the end of the day is what you want out of a good loyalty program.

Promotions, promotions, promotions

Don’t fall into the trap of sending marketing emails to your loyal customers. In fact this is the wrong way tosuccessful loyalty program go about signing up customers to your loyalty program. There is a lot of stigma around signing up to a loyalty program and then only receiving uninteresting updates about a business. Give your customers something to get excited about! Plan promotions a couple of times a month and send them out via SMS or push. This will really get your customers going and get them to take action instantaneously. Starbucks do this really well by providing promotions by push notification in their app.

Is Starbucks running a successful loyalty program?

So maybe the critics have it all wrong? After the storm of its new release, Starbucks new loyalty program is still proving to be a hit but it has taught us a valuable lesson. Plan a successful loyalty program and not only will your customers thank you for it but you will be thanking yourself for a nice revenue boost!

Are you finding your loyalty program is lacking some pizazz? Are your customers signing up but only out of necessity, rather than excitement? Let’s explore how you can appeal to your customers with simple SMS based loyalty.

The loyalty industry is always changing but the main concept to keep in mind, is always focus on the wants and needs of your customer. Think to yourself, what makes you excited about a loyalty program? Do you love carrying cards around with you? Do you love filling in your details at a website, to sign up to a loyalty program? Probably not…so let’s jump in and see what SMS loyalty is all about.

Generation instant


SMS based loyalty programA recent report by 3C revealed that Americans check their smartphones 8 billion times a day! So it is not a surprise that consumers are forcing this shift towards SMS, to connect with a store and its brand. An SMS based loyalty program means that customers are engaged with their points and rewards through txt message and also sent promotions through this channel. We are becoming a world of instant messaging, so you can imagine that receiving instant updates about how quickly you are eligible for rewards, can be very exciting! 
Interestingly The Disconnect 2016 report stated that 52% of consumers polled said mobile loyalty rewards & benefits motivated them to purchase more often. Now that’s some big stats.  

Email vs. SMS based loyalty

Remember the days of loyalty programs where you handed over your email address and you were sent a SMS based loyalty programmillion marketing emails. But you signed up to a loyalty program not marketing emails. Have you ever taken action on these marketing emails? This is maybe a good question to ask not only yourself but also your customers. It’s great to think that all of your customers are reading every email you send them but in reality they just want to be part of a loyalty program where they actually get rewarded.  The numbers tell it all with almost 60% of consumers making more monthly visits/purchases because of a mobile enabled loyalty program. Remember it’s all about what the customer wants. Communicate with them in a way that they will respond – 48% of consumers prefer communications via SMS and text. Is it time for you to switch yet?

Digital vs. plastic

The benefits of running a digital loyalty program far outweighs the benefits of using paper or plastic cards. Mainly because gaining loyal customers is not the sole focus. Digital allows you to track increased customer spend, engaging customers using SMS promotions and separating a business from their competitors. Not only that but using a digital loyalty tool is so easy! A good digital loyalty solution allows staff members to sign customers up in seconds. This means customers are more inclined to take part of the program because they don’t have the chance of losing a paper card or having to register a plastic one.

Keeping up with technology


SMS based loyalty programTechnology is advancing and small to medium sized businesses are finding it hard to keep up due to a lack in resources. In fact, 65% of brand marketers say they either lack the IT resources for mobile loyalty integrations or admit they lack the knowledge on how to launch a mobile loyalty program (3C, 2016). So maybe it’s time for you to look at how an SMS based loyalty program can help your business. Click here to see how it works.

 

How loyalty programs are saving the Beauty and Hair industry from the disasters of discount programs

There are so many deal and discount programs out there, it is sometimes impossible to refrain from jumping on the bandwagon to acquire new customers.  As a Beauty Therapist, I returned from working on a cruiseship to my home of Australia in 2010.  This was shortly after the global financial crisis hit and beauty salons and hairdressers were struggling everywhere. It was incredibly hard to get a full time job as a beauty therapist and I took a job working for a fairly new salon.  Little did I know that the business owner had turned to using a deal and discount program, in times of despair.  It was a horrible experience, we were absolutely bombarded with appointments from clients that were not interested in seeing us because of the special treatment and services we offered (we could have given them a massage with baby oil for all they cared).  The customers we saw just wanted a cheap deal and as much as we gave the best customer service, we never saw any of those clients again.  Not long after the discount craziness, we didn’t receive any of the money that we were promised and not only that, we were back to being dead quiet.  A few months later the business went belly up and closed down.

Fortunately, there are so many alternative solutions to discounts programs now, including Loyalzoo.  Rather than pushing hard earned customers out with discount programs, loyalty programs allow you to nurture your existing customers to ensure they return. The facts tell it all, it takes 10 times more money to acquire new customers, so by focusing on your existing customers you will see a boost in customer retention and revenue.  Loyalty reward programs work on consumer psychology without hurting the business. Customers who are part of a loyalty program spend up to 2x more because they are spending (or visiting more), knowing that they want to achieve a specific reward.  The customer thinks that the business owner is being generous by giving away something, while the business owner really is asking the customer to spend more to get something in return, so it’s a win-win situation.  

Loyalty programs have been around for a long time in the form of paper punch cards, those you often see at coffee shops, but now they are becoming more sophisticated.  Loyalty programs have become digital, making it incredibly easy and affordable for business owners to run their own. By offering a digital loyalty program, customers are more inclined to take part in a loyalty program because it is more engaging and convenient.  If only I could turn back time and use a digital loyalty program instead of a discount program, how different things may have been?

For more information on growth for your Hair or Beauty salon, feel free to contact Rhiannon directly at rhiannon@loyalzoo.com

Stopping your customers from leaking to your competitors

We’ve all had it happen to us, your business is going well with a steady flow of customers and then boom! A store opens up down the road who offers the same product or service as you but with way cheaper prices. It’s unfair isn’t it? You work so hard, and we all know that your business and staff are much better, but those pesky customers have been swayed by lower prices.  If you’re lucky your customers will have a bad experience with your competitor and come running back to you, but you’re taking a big risk.  What if they don’t come back to you, then what?  What if there was a way to stop them from ever leaving you? 

This is where the magic comes in.  Consumer psychology can sometimes be a mystery to us. Ok sure, we all know that consumers are swayed a lot of the time by cheaper prices, but what if it was much more than that.  Customers are actually heavily focused on the whole package, not just the price. Did you know 44.3% of consumers in the UK admitted that if a retailer annoyed them, they would not hesitate in using another retailer (Webloyalty, 2016).  That’s a pretty big stat! What if a staff member accidentally serves your customer the wrong coffee? Poof! and your customer could be gone down off the road, never to return.  Let’s think about it though, is that really the customer you want as a business owner? Business owners want customers that love them and vice versa. But how do you make a customer feel loved, this is the age old question. Sure you can go out of your way to remember every customer’s name and their favourite product but that’s a lot of effort (and a very good memory).  What about rewarding them for being a regular?

Customer’s come to see you sometimes every day if you’re lucky enough but what do they get in return?  The same latte in the same cup, served by the same person with the same smile. 55.4% of consumers in the UK admitted that they often get bored of using the same stores and brands (Webloyalty, 2016). Well what if once in awhile the customer gets a free muffin with their coffee, or a 10% discount on their next purchase, that might make a difference.  Loyalty cards have been around for a long time, to make this possible and to make customers feel loved. Are cards the right solution though? They always end up getting lost somehow and then the customer just ends up accumulating a stack of cards that eventually ends up in the bin because they don’t fit in the customer’s wallet. Guess what, loyalty programs are now on the rise in a digital format. “Yippee!!” I hear you say, those faithful customers are now going to love you even more. Squash those competitors and start benefitting from moving to digital. You’ll wish you had changed sooner.