In the new environment, retail, service centers and other offline businesses are trying to use every opportunity to retain customers and attract new ones. Some people remember that they once worked on loyalty programs or collected contacts, and raise their old bases.
In this article, we want to give some tips on how to act more effectively during quarantine.
If you already have a loyalty program
Gamify
For example, offer customers a gift for orders 3 days in a row. This is a chance to increase the number of orders. Moreover, you can add tasks:
- Send food to friends and arrange a joint dinner via videoconference;
- Buy breakfast so you don’t have to cook and sleep longer;
- Eat dinner on time to avoid gaining weight. Order dinner before 18:00.
The client can send confirmation that he has completed all the tasks in a regular messenger. Surely you have freed up staff who will be able to process messages.
Update your referral program
Instead of sharing coronavirus news with friends, customers can tell them about the delicious food they ordered. For this, you can give a gift – for example, a mini-dessert added to the order, or a new status in the loyalty program. But the new status should bring new benefits so that the client can use them with pleasure after the quarantine.
Just don’t force clients to post on social media – people usually don’t. But to send a bershka promo code to a friend in a personal message – why not.
Offer certificates for future discount purchases
Many products and services are suitable for certificates. For example, “Usually a haircut in our salon costs 1590 rubles, and according to the certificate – 990 rubles. Come to get a haircut after quarantine.” Regular customers can be directly asked to support you.
Conduct polls
People now have more free time – it’s time to ask about the service. About what can be improved and added. After quarantine, do not forget to invite clients to look at the changes that you made at their request.
Perhaps you have long wanted to offer new products – you can use the free time to communicate with customers and work out the proposal.
What else to inform clients about:
- About the possibility of contactless delivery;
- That you provide a discount for an order or are ready to give a small gift;
- Tell us what you are doing to improve the service right now in order to motivate customers to visit you after quarantine;
- Share your tips on how to stay on without your services while the place is closed: “To care for your cuticles, use oil. If you do not have it, we can deliver it ”;
- After the end of the quarantine, send an invitation: “Bring a friend to us and get a 20% discount.” This is a chance to get two customers and a new member of the loyalty program at once.
Send push notifications
Unlike SMS and email newsletters, push notifications are free for any number of loyalty program members. Plus, a push is less likely to go unnoticed – unlike, for example, a post on social networks. The post appears in the feed of social networks once a day – the client may not go to social networks on that day at all, and the push will hang until the client opens it or shakes it off.
How to attract new customers to the loyalty program
If you have a delivery – report your loyalty program in every order. Make a QR code on the registration form in your loyalty program and place it on flyers. List on them the advantages of participation and a brief description of the conditions. Make these flyers an integral part of all shipping orders.
Reward customers with a promotional code for a discount or a gift for an order, provided they install your virtual loyalty card or download your app.
If you have not launched the loyalty program yet
The free time can be spent on tackling projects that you have put off for a long time, for example, preparing a loyalty program: thinking over mechanics, preparing a card design and methods of issuing them.
A few tips before starting a loyalty program:
- Issue a card in exchange for a personal contact
Cards aren’t just plastic. These can be virtual cards, applications – in general, anything that will mean the client’s participation in the loyalty program.
You may not be using these contacts right away. For now, collect and store, and only then come up with mechanics.
- Give out the card to everyone, and activate the discount later
There are loyalty programs in which you need to make a purchase from 10 thousand rubles in order to receive a card. At the same time, the average check per person is 2 thousand rubles. With such requirements, the base cannot be assembled.