Customer Loyalty Surprise
Company Added
Company Removed
Apply to Request List

Customer Loyalty Surprise

Many companies use a customer loyalty scheme whether it be miles, points, or other free stuff. All are based on dollars spent and frequency of usage.

None of that is big news.

I am a member of plenty of these programs. And many of us will admit, some of those companies we really do not like yet the attraction of the benefits keep us using the product or service. But I have to tell you about one that has my attention.

Last summer Panera Bread Company introduced MyPanera.com.  Enrollment requires a visit to the website to enter the needed information.  The card is presented to you at the store. Here is what I like about their approach - you can go to an in-store terminal and register immediately.  Once registered you are surprised with a free item (mine was a bagel). No accumulation of spending, just an immediate reward. In a very short time, I had a number of surprises offered - $2 off of an entrée, free drinks, 99 cents for a higher priced pastry. I never know what "surprise" will be offered. I like that for a change. Panera is not in a business where I am working to accumulate points for a trip so no tracking is really necessary.

MyPanera.com also has an expiration on the offers. So I am motivated to get back in to redeem and of course spend even more money while there.  The offers print on the receipt along with the expiration date and can be found when logging into the account online.

Just this morning, I opened my email to find a "special surprise" in honor of my birthday this month. Their goal is to surprise in unexpected ways - it is working for this now loyal customer.

Start thinking about what you can do to surprise your customer. Simple stuff works especially when the customer does not expect it.

###

Lisa Ford has over 20 years of experience presenting to businesses, associations and government. She designs content personalized for each audience and the challenges they face. Her presentations focus on customer service, leadership, teamwork and change. Her most recent book is Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits.

Published: November 18th, 2011

Share this Feature

PuroClean
SPONSORED CONTENT
PuroClean
SPONSORED CONTENT
PuroClean
SPONSORED CONTENT

Recommended Reading:

Comments:

comments powered by Disqus
The Joint Corp.
ADVERTISE SPONSORED CONTENT

FRANCHISE TOPICS

Dunkin'
ADVERTISE SPONSORED CONTENT
Conferences
Caesar's Forum, Las Vegas
APR 6-9TH, 2021

Featured Opportunities

Ziggi's Coffee
There's nothing quite like the perfect cup of coffee. It wakes you up and gets you on the right path. Now, you've got the chance to build a lifestyle...
UBreakiFix
uBreakiFix is a consumer electronics repair company based out of Orlando, FL that specializes in refurbishing and restoring smartphones, tablets,...
RetroFitness
Retro Fitness is well positioned for today's economy and to dominate the low cost segment by offering a high quality and value add product in...
Minuteman Press
Minuteman Press is the world's largest & number 1 rated printing & marketing franchise. Our business model features multiple revenue streams,...
Jeremiah's Italian Ice
Jeremiah's Italian Ice® has reawakened the frozen dessert industry with the craveable product you have to try to believe. With a huge base of...

Share This Page

Subscribe to Our Newsletters

A Franchise Update Media Production
Franchise Update Media
P.O. Box 20547
San Jose, CA 95160
PH. (408) 402-5681
In Loving Memory Of Timothy Gardner (1987-2014)

Copyright © 2001 - 2020.
All Rights Reserved.