In today’s customer-centric digital-driven economy, businesses need to find creative ways to attract, retain, and delight customers. 

Among other things, businesses are using personalization, highly targeted marketing, and big data to better understand their current customers and attract new ones. While customers don’t want to be spammed by brands, they do want to know that the brand they work with “gets” them and has made the effort to understand their likes, needs, and pain points.

Clover, which offers point-of-sale systems and a wealth of other technologies for retailers, restaurants, and all types of businesses, allows merchants to build and maintain valuable relationships with their customers. With a simple user interface, merchants can set up customer profiles, create rewards programs, instantaneously send notifications when rewards are issued or discounts are offered, and meaningfully engage with customers throughout a program’s lifecycle. 

The affordability of Clover, combined with the ease of use in deploying marketing campaigns and customer communications, levels the playing field for small to medium-sized businesses competing with much larger and more amply funded competitors. For a highly competitive price, retailers, restaurants, and other businesses can generate sophisticated, entertaining, and rewarding communications.

Small businesses, even more than larger competitors, need to nurture their current customers while attracting new ones. Since customers are the lifeblood of a business, new ways have to be uncovered to build trust, reward loyalty, and ensure they understand their importance and value.

To accomplish this, Clover has broken down the business/customer relationship into four steps: 

  • Get to know them
  • Bring them back
  • Reward them
  • Hear their feedback 

Get to Know Them

Clover’s point-of-sale system allows businesses to create customer profiles automatically from purchase transactions (with the customer’s permission). As customers return for more purchases, Clover enables businesses to get a clearer picture of their preferences. This data doesn’t just reveal what customers like, it provides intelligence on when they like to buy. 

Clover facilitates technology that keeps customer lists up to date, ensuring that contact and marketing preferences are current. 

Bring Them Back                                                

Once merchants know their customer, they have the power to create highly personalized and targeted marketing campaigns based on order history, buying habits, and preferences.

Businesses can send out real-time promotions through text or email campaigns and also receive customer feedback directly through the Clover Feedback app, one of nearly 400 available in the Clover App Market. 

Another great way to bring current customers back, bring new customers in the door, and create a new revenue stream is to offer gift cards. With Clover Gift Cards, merchants can use both custom-branded plastic and digital cards.

Reward Them 

Who doesn’t like to be rewarded for their loyalty? With Clover Rewards, businesses can easily create powerful, personalized and customized loyalty programs. Clover Rewards gives merchants the option of using points-based or punch-based system and provides the functionality to choose the rewards and loyalty levels that both make economic sense and reflect their customers’ tastes.

Reward programs can come in many forms and Clover allows businesses to create everything from welcome bonuses for new enrollees to VIP bonuses for their best customers to birthday bonuses. 

Customers can monitor their points with the Clover consumer mobile app (available on the App Store and Google Play) and be incentivized to come to the store/restaurant to earn enough points to earn more rewards. Studies show that customers accelerate their purchase frequency by 20 percent when they’re close to earning a reward and also buy 20 percent more product in less time when motivated by a reward. 

Hear Their Feedback

It’s critical for merchants to have their finger on the pulse of their customers. Are customers happy with their products and services? Do customers have suggestions to improve the quality of their experience?

Clover has automated the feedback process by building opportunities right into the Clover point-of-sale systems where businesses can get feedback on every printed or digital receipt. Each printed receipt includes a unique code that customers use to text their feedback. The feedback is not only connected to the customer’s profile, but also to the specific order so the merchant will know what they bought, the time of day of the order and the employee that was helping the customer. If the customer chooses to leave their email address, then the business has the ability to engage the customer, address the problem directly and quickly, and in turn, build trust and loyalty in the process. 

The System Works: A Satisfied Customer

DAS BBQ in Atlanta uses old-school techniques to prepare mouth-watering ribs, pulled pork, chicken, and sausage but uses Clover’s new-school technologies to nurture customer relationships.

“(It’s essential to) track customers, follow up with customers, and learn how to incentivize customers,” says, Owner-Pitmaster Stephen Franklin. “It’s probably the three biggest things we do because of Clover.”

 

 

Clover Network, Inc. is a wholly owned subsidiary of First Data Corporation. For more information on Clover's customer engagement offerings, click here.

Clover is also running a contest for small businesses to win up to $100K and a bunch of other cool prizes. To learn more, visit the official CloverAchievers landing page.

 

 

 

Published on: May 13, 2019