Going Above Beyond Providing Value Added Services to
Going Above & Beyond Providing Value Added Services to Your Customers
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 Value During the shopping experience
Add Value During 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 Value During 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 Value At purchase
Add Value At 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 Value At 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 6 th free) • Point systems (Purchase items on points)
Add Value After purchase
Add Value After 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 Value Ongoing
Add Value Ongoing 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 Value Ongoing Show you care • Support charities • Go green • Be socially responsible
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