Creating Loyalty Programmes for Your Carpet Cleaning Customers
Returning customers are the heart of any business. Implementing a loyalty programme is a great way to reward repeat business, bringing customers back again and again by creating a sense of community. Here's how you can create a loyalty programme for your customers.
Take a bespoke approach
There are all kinds of loyalty schemes, and it's up to you to tailor your loyalty scheme to your brand and your customer base. It may even be worth having separate schemes for residential and commercial customers. Here are a few common ways to structure a loyalty programme - you can use just one, or a mixture of models.
Stamps
Customers can collect a stamp for every time they use your service. When they collect enough stamps, they earn a reward, whether this is a free clean, a voucher or another free gift. You can choose between using physical or digital stamp cards.
Points
Instead of stamps, customers can collect points. An advantage of this scheme is that it incentivises customers to spend more, as you can award more points for bigger purchases. However, it's slightly more work to keep track of points than stamps, so consider how you will track and store this data.
Subscription
Some loyalty programmes charge a set fee in exchange for a discount or a set number of visits each year. You can have a singular subscription, or different tiers that entitle customers to different levels of rewards. Many of these yearly fees work out slightly cheaper than buying the individual visits, but in return, you get guaranteed income and guaranteed customers.
Refer a friend
Another option is to allow customers to refer their friends to your business in exchange for rewards. For example, if a customer refers their friend, you could give them each a 10% off voucher. Not only does this incentivise referrals, but it also makes a good first impression on new customers.
Birthday rewards
A personalised touch that some rewards schemes use is to send customers a voucher on their birthday. You may want to send the voucher slightly before customers’ birthdays, to encourage them to book in for a clean before their party.
Communicate terms clearly
Whichever model you choose, customers must understand what they are signing up for. This starts with giving it an intuitive name and simple sign-up process, but includes readily available terms and conditions. If there are any limitations to your scheme, e.g. a limited number of rewards that can be redeemed, you must communicate this early on.
Review performance regularly
Ask for customer feedback on your loyalty scheme and monitor how many people sign up. Low signups show that you may need to adjust the strategy of your loyalty scheme - whether it's better rewards, easier point collection or simplifying your model.
Join the NCCA
Becoming a member of the National Carpet Cleaners Association grants you access to expert business and marketing advice. Once you gain our accreditation, the seal of approval shows customers that you're highly qualified in the cleaning field.
