The ultimate objective behind introducing a customer loyalty programme in a salon is to lure repeat customers by rewarding discounted services or customised package, and businesses increase sales. It’s a basic but powerful strategy.
Whether your aim is to continually boost sales or to jumpstart sluggish revenue, customer loyalty programs appear to have become a staple for salon brands in Indian market. However, not all small or medium brands understand its benefits and long term effect on ensuring re-visit of their expensive consumers.
To explain the same, Akhil Saraf, CEO and Founder of Loyalie, shared an insightful listicle over the benefits of introducing Customer loyalty programme in salon and spa business. Here is the edited excerpt:
1. Improve the up-sell:
If the customer always comes in and gets a haircut, you need to be able to sell him services that he will possibly purchase in future. For instance, a free manicure or a pedicure, a free facial or a free shave will help customer exhaust under customer loyalty programme at his next visit.
2. Data collection:
I cannot stress this enough as to how important it is for the modern business to know about their customers. Customer data helps you connect and communicate with the customer.
3. Acquiring the ‘wanderer’:
A lot of people have the perception that loyalty software should be started only after a year or two in operations. However, when you start a new salon, every customer has been dissatisfied with his previous organization and has therefore come to you. Incentivising your customer to come back again and be loyal to you is the life blood of this business.
4. Two way communication:
For a customer to be truly loyal, you need to give him an easy way to communicate with you. Private feedback is important as a loyal customer ranting on social media about a bad experience can be extremely negative for the business.
5. Data Analysis:
Analysing the purchase patterns of customers is the only thing that will enable you to deliver more efficient services. Studying data and creating the correct inferences is a very important task.