And if you run a company--how much do you reward your customers for sticking with you?
I needed a Sunday morning hair appointment yesterday. And because I`d left it late, the hairdresser`s I`ve supported and raved about for twenty years, couldn`t do it. So I rang around and landed a slot with one on the other side of town. And as I waited outside for them to open, I realised I was standing in full view of my regular hair stylist`s flat. And do you know--I felt so guilty, I ducked into a shop doorway. Yes, really.
As I left the salon, they asked if I`d like to book again, and presented me with a loyalty card .They were great, but they`re not Brown`s, and that`s where I`ll be returning; because we know each other, and it feels like such a treat to be there.
I realised I have loyalty cards for four independent coffee shops in Shrewsbury, and the one on the A49 near Church Stretton. I`ve got some unused points with American Airlines, and I think I had a Tesco card once. I tell the cashiers at Boot`s that I`ll take my receipts home for my daughters` cards, then I lose them. Oh and I`ve just found one for Waterstone`s.
So. Am I missing out? Does it `pay` to be loyal? And who uses what?
Here`s what a quick straw poll on Twitter yielded this morning:
Sarah and Nita make the most of Boots points--In Nita`s case, `enough for Chanel`.Sarah, also gets 25 per cent off every fifth treatment at her beauty therapist/spa--which she views as a `nice little perk`. Sarah`s the kind of customer Dave Courteen tries to attract at Imagine Spa-they`re now about to launch an app to reward loyalty points via phones.
Dave Wright says he has frequent flyer and hotel chain loyalty cards--`some good, others less so`. But he still uses them for upgrades and weekends away.
Phil says he values,and uses regularly, cards for Tesco and Odeon , but has decided to dump the `faded, creased `ones he`s collected from coffee shops.`And,` he says, `have you done the maths on a Costa card to calculate how much you spend to get a free coffee? I did. It was ludicrous.`
It`s not deterring Shona or Helen, though--both mentioned their Costa cards--though Helen admitted that while they make you feel good, `they don`t equate to much in real terms.`
And then there`s reverse psychology--sort of. Dave Rhodes is in Leeds. He`s seen independent coffee shops there and in London offering a `disloyalty` card--you collect a stamp from each location for a free brew--and ignore the chains.
Love or hate Tesco, my friend Jo swears by their points scheme, and has boasted about the airmiles she`s managed to accrue. Great--but I don`t want to be tied to that, or any other supermarket, really.
And as far as independent coffee shops in Shrewsbury go--we`re completely spoilt for choice. But I`ll always return--free coffee or not-- if I`ve felt welcomed and valued as a customer, if the coffee`s good (and there`s a decent variety of cakes..!)...and if I feel just as comfortable on my own, or meeting friends. And whatever kind of business it is--if it`s new, and it`s trying really hard in a crowded market, I`ll be back, and I`ll spread the word.
PS: Oh..by the way..the other reason I was thinking about `loyalty` was that the number of page views on my blog went past 20,000 today...that`s since I started just over a year ago. I`m really chuffed...so if you`re one of the readers who`s been loyal...or even dropped in more than once....thankyou....Please feel free to leave a comment, or just say hello. I`d love to know where in the world you are, and how you got here! In the meantime....let me stamp your card :)
