Vivendi's Restaurant: Reward Program Decisions
Nick and Lucia of Vivendi's Restaurant had a sort of informal rewards program. The regulars who came to Vivendi’s were given a free a glass of wine; or a free dessert to share at the table. It was a simple gesture but their loyal customers seem to appreciate it. Nick and Lucia never really tracked how frequent their guests came in or how much they gave away in free services. It just seemed like good business. With the recession, they decided to offer a frequency card. Any guest who came into Vivendi’s 12 times during the year would be given a free meal of $25 or less. Their guest liked this idea so much that Nick and Lucia were having to give out f
ree meals in under 6 months to a few regulars, but they felt it was a good investment since they also started tracking what has been spent with each purchase and the average total for the 12 visits was between $250 and $350.
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Customer rewards make a differenceMember Comments
“we like to reward our customers by giving them recognition in our store. we have a list in our store where we put the names of any of our customers who recommend/refer another customer to us. we also print up a monthly newsletter and we give credit to our customers that make suggestions to our store by listing the suggestion of the month. our customers say they like being included and they look forward to see what someone new has contributed to our store.”todd h, cedar city, ut fitness center
i’m really focusing on referrals…i make a point to mail a postcard to former clients and ask for referrals, and send a gift certificate to a nice restaurant to every client who gives me a referral. patrick o. rapid city, sd- real estate
“we started offering each of our customers a chance to win $250 in pet supplies if they referred another pet owner. we call it “refer a pet pal”. we have had over 100 entries/most of which are new users since we started the promotion on september 1st.evan l, topeka, ks pet store
as far as comments on products or service we need to get better about getting out from behind the counter and interacting with our customers and creating a dialog. one of the things that helps is doing role plays with the staff on a regular basis and coaching them on how to converse with customers. most of the information we get from this is anecdotal, we don't capture it, but it can help to identify trends.” jackson t, miami, fl café owner
"word of mouth spread offline is more positive and more likely to be interpreted as credible than wom spread online, according to a recent research study from womma member company the keller fay group. fifty-nine percent of those surveyed indicted they found wom transmitted face-to-face and on the phone was "highly" credible, versus 49% for online wom. the study also found that 66% of face-to-face wom communication was "mostly positive" versus 57% of the impressions on blogs and chat rooms. offline wom was also found to be 7% more likely to lead to purchase intent, according to the research." marsha t., advertising agency, baton rouge. la.
