Now let's move on to a different part of accessing and giving customers the
highest access to your business and specific incentives. Now let's talk about
loyalty plans. So Ashley, let's take a few minutes and let's talk about some
customer loyalty plans. And you've got such a wide variety of knowledge about
this so really dive in, dig deep, and tell everybody everything you know about
customer loyalty incentives and plans, etc. Okay well the first thing with
customer incentives and loyalties is, what I found a lot of merchants want to
do to keep things simple is actually to just have a little simple coupon that
prints out on the receipt every time that they do a transaction with a
customer so that there's a daily incentive every time that a transaction
is made. And so, briefly, before I get into the more advanced plans, I just like
to show you how to do that. If we're going to the options button and we go to
the setup screen, then right here under the couponing tab here we just have a
very simple, very easy place that we can issue a, you know, like a 10% discount so
let's just actually do this 10% discount.
And we're actually going to move down to the next line here, on next visit. And if
you do that and just click update, here I'm just gonna actually run a quick
transaction and this could be to any cash customer, that's the beauty of this.
I'm actually going to set this back to cash customer and let's throw in that
transaction,
and now we have a very simple receipt here that says 10% on the
next visit. And so that's the simplest way to have some sort of
customer incentive every time they come into the store. You know, Ashley, that
seems like a really simple plan and you know we've been talking with everybody
here about creating a points value for individual items so let's talk about a
customer loyalty incentive and/or plan with establishing a points value. Sure,
well there's a couple of ways to get the system to track points and assess those
to customers, and then there's another section on how we actually redeem those
points. So first of all, just talking about how we do assess points to a
customer for certain items, there's two ways to do that in the system. The more
detailed way is to go into the inventory maintenance screen and then you can
scroll through each particular item that you have here, and you'll see that
there's an option right here, and if the default tab is the optional info tab and
under that, you'll see bonus points here. Now if we want a particular item, maybe
only just a few items, in our entire inventory to track customer points and
assess those to customers, then we can assign those points right here on just a
few target items that are the value items in our store for the customers. Now
if we want to do a more broad sweeping plan that includes all of our inventory,
if we go back in tier 2 the the setup screen and we go to the invoice settings,
we have a little check box here called earn bonus points for dollars. Now if we
assess that button, I'm gonna actually do that for the purpose of our
demonstration here, that's gonna really assign a point for every dollar we spend.
And you just need to keep in mind when you're building your incentive plans
later that you do keep in mind for how much volume and revenue that you have
that you can set the bonus points to a level that really makes sense to give
something away for your business. We're gonna click update and set that. Make
sure that those settings are clear in our system, and what we need to do before
we actually start implementing the plans, we actually go build the plans, so we're
going to stay in the management console back here and under the setup screen
there is option letter C, which is customer
loyalty. Now what happens when you come up to that screen, you actually have two
different buttons that come up here that kind of confuse people sometimes, it's
really simple what you understand. What we want to do is we want to build
individual loyalty incentives and then add those into a larger category which
is called loyalty plan. Now a loyalty plan can actually house many
different loyalty incentives and that's kind of the way that the flow works, so
the first thing we're going to do here is select a loyalty incentive. Now, right
now that's blank. If we had some loyalty incentives, that drop down right here
would display some of those incentives, but right now we're actually going to
create one and what we're going to do is we're gonna create an incentive for free
coke. And so right now I'm gonna click Add and we're going to type in a
description for this incentive. I'm going to call it free coke. All right and now
the incentive type here, there are several different things that we can do,
we have birthday bonus, where if you're tracking the birthday we can give bonus,
you know, some sort of gift on their birthday. We can do frequency discounts
which are related to how many times they come in your store and do transactions. So
that's one way to do it. The main one that we use most of the
time though is the point rewards. And that really assesses a point for every
dollar. If we're doing it that way then we can give a free item away or
there's actually several different incentives rewards available here. Below
you'll see reward and there's four options here, non-inventory item which is
something you know that you wouldn't have in inventory that you're giving
away. It's not necessarily something that's tracked in an inventory. Free gift
card, you can actually add value to a gift card through the incentive plan
when the customers account comes due for that. You can do an inventory item which
is what we're going to do today or free voucher, which is similar to a gift card,
slightly different, for for free item. So we're gonna do the item in inventory.
I'm going to select that button and it's going to ask us for the item number now.
I'm going to scan my coca-cola here, add that item number and how many for
the quantity down here we're just going to set it to one. If you want to track
cost in price, we can do that. Alright, once we get all that information input
make sure you click Save and now we have one item in that inventory, in
that listing there, for that loyalty incentive plan.
Now we're gonna exit out of this. What we need to do at this point is attach
that loyalty item to a loyalty plan. So this time we go into our customer
loyalty screen, we want to make sure that we select loyalty plans. Now, here again
as with the incentives, we can actually create different plans and we can
assess a different plan to each customer, or to different types of customers if
we want to do really advanced marketing of that sort. In this case, we're just
going to have our new incentive plan that we create. We're
going to click Add and I'm gonna call it free items, just to
differentiate between that versus what we call the incentive
itself. So we're gonna create that and it's gonna ask us to add incentive. This
is the place where we actually call up those individual incentives
that we created earlier in the system, and they'll just be a touch button on
here, and so I'm just adding that item, and there are a few options here. We want
to make sure we click accumulate points and we want to say exclusive on that and
I'm gonna click Save. Now that prepares our customer loyalty plan so that we can
begin to assess those types of loyalties to our customers. Now the next thing we
need to do is we also have to attach that loyalty plan to each customer when
they come into the store so that they can actually be track gaining points on
the items here. So usually this will happen the point when we're creating the
customer, we'll assess a plan to them. Sometimes if you're building these retro-
actively you will go back in and and select customers like I'm gonna do
today. And we're going to select Jane Johnson here and we're going to edit
this customer. Now right here in the main tab there's a big blue button here that
says general and I'm actually, there's several plans that are available in our
system and I'm gonna select the free items ,which is the customer loyalty plan
that I have just created. You will notice up here on the
right-hand corner of the screen that it says bonus points achieved. And so,
later on if we call this customer record up, it should show the amount of bonus
points they have at a given time. So I'm going to make sure that I click update
so that customer is able to attach that plan properly. The next thing is
that we want to see as we're ringing up transactions for this
customer, I especially recommend this when you're initially creating a plan,
that you actually do a few test runs in your system to make sure you've got
things set up right. You might even create a dummy customer just so that you
make sure that the plan is tracking the way you anticipated it to. Now in this
case I'm gonna add a few items. Now keep in mind that the bonus points that I
have set up here are tracking every dollar that we spend, so I'm
just adding a couple of items to the list. Make sure that I have my customer,
and I'm just gonna pay for this right now, they're right at this point when I
go back in. If I want to go check on this customer, and see, I should be able to see
at this point that they have achieved 55 points, which is equivalent to the dollar
amount that we had assessed for the last ticket that they purchased. So you
see that they've achieved 55 points total. Okay, now Ashley, show us how to
actually redeem those points and they can get their free coke. Alright, well
the next time that customer comes in, we're actually going to select them just
like we always would for the invoice, and now you can see the customer info is
here. The nice thing is that the bonus points are showing up down here in the
customer info screen as well. As we go in and start adding a few items to the
transaction here, we click done, now whenever we click pay, it will prompt us
at that point because the system is tracking and notices that we've actually
achieved the required amount of bonus points to receive it to redeem this
particular reward. So we're going to go ahead and apply that to the transaction
and it's going to show the coca-cola item and it's going to assess it at no
charge. We're going to go ahead and pay cash for the transaction, and we're not
going to print a receipt, and that's how you redeem your points. That's great. Well,
you can see that there is a huge ability for you, as a business owner or
manager, to arrive at a place of creativity within your customer loyalty
plans and customer incentives and it's a really a great way to advance your
business and to really have great promotional items. So hopefully you've
got a really comprehensive look at customer incentives and plans and how
to keep track with them within the system works. Ashley I
appreciate you showing that, and we're going to move on to a couple other things.