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Keep Your Customers Engaged with Merchant Services

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    • FNBO

      May 03 2021

Keep Your Customers Engaged with Merchant Services

Customer engagement is a key ingredient to building a sustainable business. Repeat customers are your most valuable fans, even when they’re just spending $5.35 on a coffee and bagel each day. These regular customers provide your business with dependable revenue.

It feels good to support a business you feel you have a connection to, and one you feel listens to you as well. The Customer Engagement Suite from Clover comes with two features that support customer dialogue: Feedback and Rewards. Here’s how these tools can enrich customer relationships and boost engagement.

Open a Dialogue with Feedback

Customer feedback can help identify and resolve issues, learn what people love—or don’t—about your products or services, and navigate your way to higher customer satisfaction. Clover Feedback is a simple and effective way to let your customers communicate directly with you—it’s a private channel for one-to-one conversations directly through your point of sale (POS) system. Feedback lets you hear a customer’s input, respond to complaints, and correct errors before any negative reviews appear online.

Typically, only confirmed buyers are able to send you feedback. At the point of purchase, a code at the bottom of the customer’s digital receipt invites them to provide feedback. Take advantage of Feedback to uncover what’s working for your clientele—and what isn’t. Maybe curbside pickup isn’t running as smoothly as you would like. Or maybe customers are frustrated that products are selling out online but are still showing as available on your e-commerce site. Use Feedback to learn if a new menu item is a hit or a miss.

Encourage Repeat Business with Rewards

Data shows that rewards work: customers who participate in loyalty programs spend 60% more per transaction, purchase 90% more often, and are 5 times more likely to choose that brand in the future. Nearly 70% of customers will shop at a retailer based on what they can receive from their rewards program.

Clover Rewards is a simple and effective tool for merchants to create great loyalty programs. Rewards offers a way to customize the perks and freebies using several variables. Some businesses model their rewards based on the number of purchases: “buy 10 cups of coffee and get one free.” Others may have lower purchase frequency but higher or variable value, making it more logical to base loyalty on the amount of money spent: “spend $250 and get a voucher for $25 off your next visit.”

Customers can earn points based on the purchase amount or qualifying inventory items. This means merchants have a number of options for customizing a loyalty program that suits their business. There are three main types of loyalty programs that have proven to work: frequency-based, points and cash back. The Customer Engagement suite offers two types of loyalty programs: punch cards and points. Test out different approaches to see what works best with different kinds of people.

With Clover Rewards, customers can earn points in three different ways:

  • Print SMS codes for customers with eligible purchase
  • Ask customers to download the Clover app (iOS or Android) and check in
  • Allow self-check-in on your customer-facing Mini—via SMS or email

The key to these programs is to reward the type of customer engagement that leads to meaningful business results. For instance, boba tea shops like to use SMS receipt codes so their customers can claim their points while they’re waiting for their drinks. Salons can make it easy for their clients to protect freshly done nails with the autopay/Bluetooth beacon combo, which automatically checks a client in and gets the bill paid. Rewards are a fun way to engage and delight customers. It’s a win-win for everyone.

Communication is everything when it comes to customer engagement. Small businesses are the heart and soul of communities everywhere. As the economy reopens, remind customers just how special it is to patronize your business. Rewards and Feedback are two great avenues for allowing your personality to shine through customer communication and develop genuine connections with your customers.

Ready to get started?  Connect with a Merchant Services Advisor today.

The articles in this blog are for informational purposes only and not intended to provide specific advice or recommendations. When making decisions about your financial situation, consult a financial professional for advice. Articles are not regularly updated, and information may become outdated.