Today’s customers can be your best friend or worst enemy. In an age where one shared bad experience can go viral and bring heaps of negative attention onto a brand, it’s important to understand what’s bringing customers through your front doors and what’s driving them away. As a frequent restaurant visitor, I’ve experienced behaviors from brands that were more likely to turn me elsewhere than to bring me in to eat.
Here are three reasons why I may have stopped eating at your restaurant:
1. You sent me kids offers before I had children. Kids eat free promotions are a great way to drive traffic from families, particularly on days when business is slower than usual. However, if you’re running this kind of campaign, make sure that it’s going to guests who can take advantage of it. Without the means to collect data and segment your audience, you end up sending offers like this to everyone, which all-but guarantees any guest without kids will avoid your brand on a night when families with children make up a large percentage of the dining room. […]
When Amazon came onto the scene several years ago, other online retailers were worried. Then, as they expanded, brick and mortar retailers became worried.
And now, with the unveiling of Amazon’s PrimeNow and AmazonGo initiatives, conveniences stores are getting worried. And should they be? Absolutely. But is there still a way to beat Amazon at its game? You bet.
If you’re not familiar with PrimeNow and AmazonGo, here’s a quick rundown. PrimeNow is Amazon’s online marketplace for daily basics, offering delivery of select items within a two-hour window. It’s mostly in bigger cities right now, but Amazon has plans to roll it out much more widely.
AmazonGo is Amazon’s brick and mortar store with an employee-less feel: Customers tap their phone as they enter, select their products, and then simply tap their phone to pay as they exit.
For convenience stores especially, both of these new concepts present some serious competition. But, as we’ll see in this post, Amazon can be beat.
The key to winning against Amazon comes down to two things: Understanding what Amazon does well, and then putting those same tactics to work for you.
So what does Amazon do well? […]
The reality is sad but true: A certain percentage of your regular customers will stop visiting. After a few months have gone by, these previously loyal customers will become lapsed customers.
But instead of mourning these customers as permanently lost, you can take just a few simple steps to win them back – and perhaps even make them more loyal than before!
A well-executed win-back strategy not only prevents those lapsed customers from disappearing forever, but can represent some real financial wins in both the short and long term. Here’s how to create your own successful win-back plan:
Rolling out a loyalty program is a critical part of making sure you’re set up for success in the future. Capturing customers interests and getting them to enroll in a program takes a lot of energy to make sure all levers that are needed are in place and ready to go.
During the webinar “Dos and Don’ts of Rolling Out a Loyalty Program” I discussed best practices for ensuring a successful launch of a loyalty program.
Here are some of the guides for rolling out a program: […]