providing value added services to your customers going above & beyond
TRANSCRIPT
Providing Value Added Services to
Your Customers
Going Above & Beyond
Why Go Above & Beyond?
1. Gain a Competitive Advantage over:
• Online / Worldwide Competitors
• Big Box Stores
• Other Small Businesses
2. Create loyalty
3. Generate new marketing opportunities
The Basics of Most Successful Businesses
1. Knowledge
2. Customer service
3. Convenience (location & accessibility)
4. Quality products and/or services
How can you Add Value?
Add Value
1. During the shopping experience
2. At purchase
3. After purchase
4. Ongoing
Add ValueDuring the shopping experience
Add ValueDuring the shopping experience
Make your shopper comfortable
• Offer water, tea & coffee
• Have food available (If lengthy shopping experience)
• Comfortable seating / massage chairs
• Entertainment - magazines/books/TV
• Children’s play area / childcare services
Add ValueDuring the shopping experience
Make it easy to compare products
• Wi-Fi for Smart Phones
• Competitor catalogues / Other information
• Product Samples / Demonstrations / Stories & Testimonials (Humanize the experience)
Make it easy to shop
• Provide baskets/bags/carts
• Provide walkers, strollers, wagons, scooters
• Clear signage, wide aisles
• Free convenience parking / valet
Add ValueAt purchase
Add ValueAt purchase
Give bonus items
• Product samples
• Offer add-on services at a discount
• Candy / Chocolate
• % discount when a client spends over $x
• Free gift with purchase over $x
• Validate parking / pay back parking
• Donate a % of their purchase to charity
Add ValueAt purchase
Niceties
• Free gift wrapping
• Product instructions
• Forgetful forgiveness (For clients who forget their wallet)
Loyalty Programs
• Discount cards (% off next purchase)
• Loyalty cards (Buy 5 get the 6th free)
• Point systems (Purchase items on points)
Add ValueAfter purchase
Add ValueAfter purchase
Niceties
• Carry out service
• Free shipping / delivery
• Have umbrellas available
• Package items in a reusable bag
• Offer installation at a discount
• Say thank you – personal emails
Add ValueOngoing
Add ValueOngoing
Maintain an online relationship
• Manage an email list and send out E-Newsletters with information & promotions
• Have an active social media presence and interact with your clients
• Run contests
• Blog
Add ValueOngoing
Show you care
• Support charities
• Go green
• Be socially responsible
