Case Study
"Half of consumers are more likely to patronize a restaurant that offers a loyalty program"
Considering that half of consumers are more likely to patronize a restaurant that offers a loyalty program, according to the NRA, the opportunities abound for operators who effectively leverage a loyalty marketing program as a key differentiator and a way to develop deeper relationships with loyal and profitable customers.
Loyalty marketing programs are beginning to emerge as a growing force in the restaurant industry, and they are more effective than ever in targeting a restaurant's most profitable customers with offerings that are meaningful and influencing behavior in a way that can generate additional revenue. Advancements in technology make it possible for restaurant operators of all sizes to incorporate loyalty marketing as a part of their overall business strategy.
Nothing Else Comes Close
In 2007 The Direct Marketing Association (DMA) stated that "For every dollar spent on email marketing, marketers can expect an estimated $48.29 return on investment (ROI). Nothing else comes close."
Case Study
Customers excited and sales are up…
For years, we have spent $700 a month in coupon books and the list goes on. And sales were slow to increase. When Kamron introduced us to Repeat Returns, we knew we had to check it out; The Black Book is our marketing Bible.
Ever since we started with Repeat Returns, we have noticed a drastic change in the number of our customers visiting habits. At Repeat Returns the customer service staff has always been more like friends, and have always gone above and beyond.
Repeat Returns markets existing customers, leaving us time to use the Black Book and market new customers. We have also had people arriving with excitement, saying they were sent by friend/family to join our rewards program. The word is spreading, and so are our profits. In our eyes, joining Repeat Returns was a no brainer.
Sales are up over $1,000 a week and our average ticket has popped up $3.00.
Roland & Ronilee Oates - AZ
Case Study
Sales up 15% since starting Repeat Returns
Sales were down 10-15%. The recession was in full swing. We have owned and operated our Pizzeria for over 11 years and we were used to 8-10% sales growth per year. We were heading the wrong way and we needed an adrenaline shot.
Pizza operators wear so many hats and I wanted to find something that would help with our advertising and save me time in the process. Repeat Returns does just that. I can keep in touch with my existing customers, send birthday and anniversary offers and communicate with my best customers automatically.
Customers love the program. It definitely helps with order frequency. It has also helped us reduce our advertising budget by over $1000 per month and achieve sales growth at the same time. Our sales are now up over 8% from a year ago and 15% from were we were before we started 6 months ago. If we can grow in the worst economy in 50 years when stores are closing left and right, just imagine what will happen when the economy comes back.
Andy Dell, AZ
Case Study
Sales up $2,000 a week since starting…
We were experiencing decent growth but where paying up to $1000 per month on getting new customers in the door with out any way to get them back.
Before we joined Repeat Returns, we tried everything, radio, print ads, box toppers, direct mail and nothing seemed to bring people in like we had hoped it would.
We love the fact that this program focuses on our existing customer and that it is managed professionally. I have better things to do than to constantly wrestle with a database. I also love the way that this program rewards customers based on their buying habits, not just the same old "special for the masses".
Why discount a loyal customer's order when they where willing to pay full price? This program rewards the loyal customer and reels in the stray ones. I love it.
I am saving about $800 per month in advertising and still experiencing steady growth. I have more time to focus on growing my business in other areas now that my marketing is "automated". And, I have instant access to real-time information about my customer base that allows me to make educated financial decisions.
Sales are up $2,000+ a week since starting and our ticket average has jumped from $17.58 to around $20.
Addam Oliver, MI
Frequently Asked Questions
An "all-in-one" sales building program "designed by a business owner - for business owners." It reaches out to your customers - giving them repeated and continual reasons to return to YOUR business and spend money with you.
The program motivates and rewards customers for spending MORE money with you.
Think of it as your own high-powered ad agency - generating safe, steady, reliable and continual sales increases… all on auto-pilot, hands-off and hassle-free.
You run your business; we'll build your sales.
Why should I start a Rewards Program?
Here's a very good way to look at it: "Arrive at a party early, and you'll feast on whatever you want. Arrive late - and you settle for leftovers and scraps. The table's already been picked clean."
FACT: Rewards-based marketing is spreading like wildfire right now driven by the floundering economy. And just like all airlines, hotels, and rental car companies - all retail businesses will have a rewards program in place within 5 years (To ignore this exploding trend would be like a caveman - ignoring fire).
FACT: Those that start now - will lock in customers now. And as those customers become more vested in the program earning more and more points, perks and rewards - they'll be unlikely to "switch."
The only question is: "Would you like to have hundreds or thousands of customers locked in to your program today, earning points, perks and rewards today - spending their dollars with you today - and staying loyal with you starting today? Or will you be starting from scratch, scrounging for stragglers once it's too late?
This "party" has already started… and it is filling up fast. Being "fashionably" late to this party will insure an empty plate for you.
This is NOT a party you want to be "fashionably late to."
How does Repeat Returns work?
It couldn't be easier. Your customers enroll in your program using convenient enrollment forms or quick-start cards we provide you. Or, they can enroll themselves online.
Once they've opted into your program they will begin receiving offers, reward certificates and special announcements from you which generate MORE visits and spending.
They also earn points with every purchase (the real magic in your program).
As they accumulate points they'll be rewarded with offers that you choose.
Plus… whenever you want more business, or simply need a cash-flow pick-me-up… we'll blast an eye-catching offer to your entire customer database, or just a particular segment (such as your top spenders or those who are close to earning a reward).
Do my customers have to carry cards?
No. We recommend cards for many businesses. But you can issue cards or just use your customer's phone number (like the grocery stores do).
You can choose from full size cards or the smaller key-tag cards. Customer service will help you decide.
Can I see what the messages look like?
Professionally designed, eye-catching messages are proven to increase response rates. You can choose from our catalog of images or supply your own, you decide. See samples here...
Plus these promotional messages look as though they come from you - not Repeat Returns. Your business is the "star" of the campaign which means instant recognition and much higher open and response rates.
What offers work best?
Well, there are a few ways to go:
1. A free item with purchase such as "A free appetizer with any entrée." Or, "Free garlic bread with any large pizza." Offer a "high-perceived (low-cost) item along with the purchase of a high-profit item.
2. Dollars off… "$5.00 off any purchase of $25 or more." This is much better than just giving people a $5 off coupon because it requires them to spend a minimum amount with you to gain the savings.
3. Bundled items too. Example: "Appetizer, entrée and dessert for $19.95." Or, "Large pizza, wings, and 2-liter for $19.95" Or, manicure and cut at a special "bundled" price. This again, gets your ticket average up, while providing a tangible incentive for your customer.
Other ways to reward customers include: Priority seating on busy nights, advance notice of sales, special "VIP" tables, take-out specials, invitation only events, priority pick-up/delivery service - and more.
You have complete control to choose what's best for your business. Customer service will suggest offers that work well for others. And you can change offers at any time.
Can people use the gift certificate more than once?
No. Certificates are automatically cancelled out when used.
How do I collect customer information?
It's very easy. This phrase will gain immediate interest: "Would you like to join our rewards program and start getting free gift certificates?" Once they say "sure"… there are 3 easy ways to get them started...
- Just hand them an enrollment form and a pen…
- Invite them to enroll themselves online, from home...
- Enter them in just seconds from your POS on our widget...
Choose from an assortment of pre-designed enrollment forms completely personalized to YOUR business. See samples here...
What if I already have a customer email list?
Excellent! If you have a list or are upgrading from an "email only" program, we'll send everyone an invitation to join your Rewards Program. This doesn't mean everyone will join, but many will. A follow message will bring even more on board.
This is a great "quick-start" way to get your program up and running.
Who owns my customer data?
You do. We are merely custodians of your data. You can download customer data at any time from your Marketing Manager for direct mailings or whatever purpose you choose.
Privacy: This is YOUR data and will NEVER be shared with any third party whatsoever. It remains your property, and stays private at all times.
What can you tell me about redemption rates?
Well, first of all… nothing pulls 100%. And in the past, a 2% response rate from an ad was considered a home run.
Since customers "opt in" to your program, you'll enjoy much higher redemption rates than with expensive and wasteful mass-advertising. That's because your customers have "requested" to get offers from you and they look forward to receiving them.
FACT: People buy, when they're ready to buy - not necessarily when we feel like putting an offer out. So by being in front of customers on a regular basis, you're much more likely to catch them at the right time.
FACT: American Express Research proves that rewards-based marketing keeps YOU "top of mind" with customers.
In this case study... you can see redemption rates and ROI. Some offers are pulling 9%... one pulled 62%. But because the cost of our program is like a "drop in the ocean" - "Return On Investment" is extraordinary. Your results will depend on the number of members in your program, the offers, and of course... guest satisfaction with your business.
You can monitor the success of your program, redemption rates, return on investment - and more with our detailed reports. These are available to you 24/7.
Is direct mail mandatory with your program?
Absolutely not. We get calls from people every day - who are sick and tired of ridiculous postal increases. Direct mail and mass-advertising may be needed to drive - new traffic... but it's just too expensive to use for your Rewards Program.
FACT: Best Buy, the national electronics company - has one of the most successful (and envied) rewards programs out there. They've abandoned direct mail altogether - and now use electronic delivery only for their rewards.
FACT: Because people are turning their backs on "paper" - magazines and newspapers are dropping like flies. There's just no denying it - the switch to "electronic" communication began years ago, and is now a rapidly accelerating trend. And like they say in the stock market - the "trend is your friend."
Should you choose to use direct mail though, for any reason - our system makes it easy... and you're free to use one of our vendors... or you can use your own mailing facility. That way you can get the best price without being roped into a specific vendor. You choose what makes sense for you.
WARNING: Think twice about getting locked into a program that forces you to use direct mail. TGI Fridays, PF Changs, Best Buy, etc. - all use electronic delivery for their Rewards Programs. You want a program that allows you the "option" - without the obligation.
Why not just an ordinary "email only" program with no rewards?
Without the accumulation of points and the "reward" component to keep customers loyal to you - they're free to take advantage of any offer that comes their way - offers from your fiercest competitor - included.
FACT: The average household belongs to 12 rewards/loyalty programs. Half of all Americans use a loyalty/rewards card with a purchase - each and every day.
FACT: It is the earning and anticipation of a "reward" that generates increased spending. Countless studies have proven that Reward Program Members spend MORE money and remain MORE loyal. And it only makes sense… each purchase gets them closer to a reward.
FACT: Aberdeen Research shows Companies running robust Rewards Programs enjoy "280% greater spending" from customers and "300% higher customer retention" - over competitors without programs.
There's really not much to think about. Businesses with a good, solid Rewards Programs outperform those without - by a wide margin.
