Question

Topic: Customer Behavior

Loyalty Campaign

Posted by bilalshreif on 4/8/2008 at 8:50 AM ET 500 Points
Dear all,

i own two branches of a fast food restaurant, its been active since 1994.soon i am willing to renovate one of the restaurants the biggest and the oldest one,and i am worried about the time where the restaurant wont be open.worried about losing customers therefore i am willing to build a customer loyalty program before renovating the restaurant for the following purpose:

1)Creating a loyalty for the existing customers, we will reward them because they are loyal.(whomever is)
2)To make customers return again sooner to increase sales by rewarding them quick.
3)To bring new customers as much as possible
4) if possible to build customers data about each who he is , address, tel, age etc..

The main target is to build loyalty so that if we're going to renovate ,customers should be patient and keep our brand in their mind.

Ready to offer products,different prizes.

i appreciate your cooperation, and i am sure there will be plenty of nice ideas from all of you.

thank you.
To continue reading this question and the solution, sign up ... it's free!
SUBSCRIBE
Or, SIGN IN

RESPONSES

  • Posted by Jay Hamilton-Roth on 4/8/2008 at 10:25 AM Accepted
    If your local city allows it, create an outdoor kiosk/cart to sell a subset of your food. People can still get used to coming to your location. Additionally, people who haven't stopped in before might simply be enticed by the aromas.

    A loyalty card is simple - buy 10 meals get the 11th for free. It encourages people to return to get their free meal. If you do the loyalty card online (have people register), then you can email them pictures of the restaurant renovation, tell them about the special VIP opening (free food), etc.
  • Posted on 4/8/2008 at 11:41 AM Accepted
    I would suggest you offer a coupon (e.g., free entree, $ off, etc.) in exchange for getting some basic customer information, for example, name, mailing address, email address, telephone number. This will give you a good start on building a customer database that you can use later for mailings or surveys about how customers might feel about product changes, new things they might like to see, etc.

    The coupon can be used when the restaurant re-opens. You can also advertise a grand reopening, and be sure to heavily advertise your other location so that customers know where to go while you do the renovations. You also might want to consider a coupon at your other location for those who give you customer information, as an additional enticement.

  • Posted by Harry Hallman on 4/8/2008 at 2:32 PM Accepted
    How about if you provided cards to your customers during the month before you renovate. This card has a unique number on it and is worth X points. The more they come during the period the more cards they get.

    Once they have a card they go online and sign up (address and email address) to charge their awards account with points. The points are redeemable fro prizes. Low number of points gets free meals etc. High number gets better prizes. You might even get other stores (clothing, salons, etc) to donate the prizes in return for the exposure.

    The benefit is:

    1- Great customer services
    2- You get the email address and can keep them up to date on the renovation and invite them to the new store when it is finished.
    3- You now have a great list that you can sue to email special store promotions, events, new dishes etc.
    4- You engage your customers and they won’t forget.
    5- The program can continue for both restaurants after the renovation with consumers get a card for purchase. (lower points of course)

    If you can afford this, then give a card for each purchase, collect the information via written form and have them redeem the cards for prizes one the new restaurant.
  • Posted by Chris Blackman on 4/9/2008 at 3:49 AM Member
    I wouldn't go down the loyalty path. I think Alexis has the right idea.

    If the restaurant needs refurbishing, then let the refurbishment speak for itself. Customers who loved the old place should love the new place. The key thing to manage is not about engendering loyalty.

    First, you want to get a project management plan that minimises the downtime the place has to be closed.

    In Japan, where CBD rents are astronomical, city restaurants often rehearse the fitout in rented warehouses, so they can do the refurb in an overnight installation. Everything is prefabricated. It all just bolts together and the project is managed to the last minute.

    Second, once you have a firm date for closure and another for reopening, start inviting existing customers to the relaunch. Give them collateral that explains the downtime, and offers dining alternatives. Make reservations for opening night and subsequent nights. Start filling your reservations book before the closure occurs.

    Watch some of the Gordan Ramsey episodes and see how he makes over a restaurant practically overnight.

    And make sure you e-mail or phone people just before the re-open, so they remember they are booked in.

    Hope that helps.

    ChrisB
  • Posted by bilalshreif on 4/9/2008 at 6:36 AM Author
    thank you all,
    great ideas, i guess i can take some of each answer each one has a special approach.i appreciate your cooperation ill leave the message for a couple of days for more ideas.
    thank u all one by one
  • Posted by saul.dobney on 4/15/2008 at 4:28 AM Member
    Just an idle thought, but why not throw a refurb party the night before you close. Something memorable that people will talk about, and then look forward to visiting you after the refurb.
  • Posted by bilalshreif on 4/15/2008 at 5:37 PM Author
    dear all i am closing this question thank you all for the ideas many were in help.
BACK TO TOP

Post a Comment

Related Discussions

Community Info

Top 25 Experts
(Customer Behavior)