11 important tips to create a good survey

For the success of your company, you must continue to keep your customers happy. For this, you need to follow their complaints and suggestions.

According to a survey of Surveymonkey;

  • Gaining new customers costs 25 times more than keeping existing ones.
  • You are 3 times more likely to sell a product / service to an existing customer than to a prospect customer.
  • Increasing the return rate by 5%, up to 95% increase in your turnover.

The Question: How do you ensure that they continue to buy your product / service?
The Answer: By listening to them! By creating a customer feedback program, which is a systematic way of collecting customer opinions throughout the customer journey, you understand the real needs of your customers and offer products and services accordingly. In this way, you ensure loyalty.

The better the questionnaire is prepared, the faster and easier it is to answer, the better the answers will be and reflect the truth.
First decide the types of questions you will use. (open-ended, closed-ended yes / no questions, multiple choice questions, rating scales, etc.)
In addition, you must decide how to ask your questions.

Here are 11 top tips you need to make a good survey!

1. Grouping.

Make it easier to answer the acknowledgments by grouping similar questions related to each other.

2. Be brief and to the point.

Answering too long questionnaires may make the respondents feel that their time is stolen and may leave them bored. So, try to ask as few questions as possible.

3. Be clear and specific.

With vague questions, you’ll make it difficult for the respondent to answer. For example, when conducting a customer satisfaction survey about your restaurant’s, set the standard, don’t let the respondent guess what you are asking. Ask separately whether the meal is on time, whether the waiter is friendly, whether the toilet is clean etc. instead of asking how was all…

4. Concentrate on closed-ended questions.

Open-ended questions are more challenging. These types of questions may cause the respondent to leave the survey quicker. Try not to ask more than 2 open-ended questions per survey and answer them if possible so that you have collected the answers to the previous questions even if the answerer skips those questions.

5. Use words, not numbers.

When designing your response letter, use expressions such as “Very satisfied” or “Not at all satisfied” instead of a scale of “1” to “5”.

6. Save the personal questions for the end.

Personal or sensitive questions at the top of the survey can make people nervous and they can leave the survey. If absolutely necessary, save these questions for the end.

7. Make sure your survey questions are neutral.

Do not ask leading questions. These types of questions can manipulate the respondent, as well as make the results and insights wrong.
For example;
When you ask the question as “We think the food you eat is very tasty. How tasty do you think?”, you get the perception that you expect the respondent to agree with you. To make the expression more neutral, you can change it to: “How would you describe the taste of the food you eat?”

8. Pay attention to the balance of the answer options.

In order for the answers to be reliable, the answer options should be inclusive.

While asking “the taste range of the dishes you serve”, a selection of responses you prepare as follows will not be balanced:
1- Very good / 2- Good / 3- Average
These responses do not give the space to tell those who do not like the food they dislike. Likewise, it is necessary to see the expression in an objective and balanced form:
1- Very Good / 2- Good / 3- Neither Good nor Bad / 4- Bad / 5- Very Bad

9. Try to differentiate question patterns.

Even if you are asking different questions, using the same question pattern in all questions may cause the respondent to feel constantly answering the same question, or cause him to leave your questionnaire or answer all questions without thinking.
To prevent this, you can change the types of questions and the way you ask them, and you can position similar-looking questions away from each other.

10. Make sure that most questions are not mandatory.

The responder may not be willing or able to answer all questions. Enforcing questions may result in dropping the survey or choosing random responses.

11. Test before publishing.

You can identify possible mistakes by first sharing the questionnaire with your close circle.

Steal Your Customers’ Hearts With BOGO Deals

As soon as Christmas and New Year decorations are taken down, the stores’ aisles and the online shops’ pages are flooded with Valentine’s Day ornaments!

Valentine’s Day sales reached almost $28B in 2020, in the United States alone! Everyone is scrambling ways to awe their loved ones so what better time than now to offer exclusive discounts to your customers? Shower them with love and much needed small attentions!

The month of hearts definitely calls for BOGO (Buy One Get One Free) deals, letting your customers offer a product to their loved ones at no extra cost – it’s on you! BOGO is one of the most common form of sales promotion techniques used by both restaurants and retail stores.

Don’t just take our word for it! Here is a recap of the BOGO deals benefits:

1. Get rid of undesirable inventory

What better way to get rid of extra inventory, and at the same time remain profitable, than offering BOGO deals? Slow-moving inventory can be sold along with other items, while still making profits.

2. Delight your customers

According to Academia, shoppers are more likely to participate in BOGO deals because according to them, goods don’t seem to have extra cost attached to it and they’re perceived to be more valuable due to the offer. So select the products you want to highlight and include them in a BOGO offer!

3. Make it pocket-friendly for shoppers

When customers see the word BOGO during Valentine’s day promotions, the first thing that comes to their mind is that they’re saving money while making their loved ones happy. Indeed, it is a great way to maximize their spend thus rewarding your loyal customers and teasing new ones!

Now that you know some of the benefits of BOGO deals, here are important aspects you can keep in mind when you’re planning to run BOGO promotions:

1. Form a target audience for the promotion

Try to find out which audience you want to specifically target. The overall goal of BOGO deals is to touch the heart of loyal customers and make sure to bring in new ones to your business and loyalty program. Targeting a specific audience helps your business cut down on cost. Since you are holding BOGO promotion on Valentine’s day, your target audience should specifically be couples and families.

2. Bring in a sense of urgency to your BOGO deals

If you don’t limit the availability of your BOGO offer or if you keep them active for too long, customers may lose the excitement and will probably not take action. Create a feeling of necessity so that your customers are incentivized to visit your store (in-person or online) and make a purchase.

3. Leverage your social media platforms and website

Social media is key to communicate about your BOGO deal. You may come across a lot of restaurants and retail stores on Instagram and/or Facebook. Since most of your target audience is active on at least one platform, it is crucial to utilize social media platforms to actively keep customers informed about the latest promotions and offers. In the age of social media, you should invest all platforms: Instagram, Facebook, Tiktok, Twitter and Linkedin.
Here are some of the ways you can generate some buzz around your BOGO deal on your social media pages and on your website:

  • Post video content (stories, lives, posts, Tiktoks) to launch the BOGO deal
  • Create hashtags and encourage your followers to use them too if they’re posting a picture
  • Showcase customers (with their consent) who purchased the BOGO deal and work with influencers who will help spread the word about your offer
  • Create a dedicated page on your website (and provide a link to it on your social media) to highlight the BOGO deal and present the products, the time frame for the deal and the terms and conditions. You can also recruit new members and bring more customers to your business by setting-up a Traffic Acquisition Coupon
  • Feature the BOGO deal on your website’s live-chat

4. Promote your BOGO deal in-store

While promoting BOGO deals on your website and social media pages is essential, especially during the current crises, additionally promoting the deal in-store will help you reach your objectives!  Your locations offer lots of great opportunities to spread the word about your promotions. Here are some of the ways in which you can let your customers know about your BOGO deals:

  • Outside the store: Posters on windows, roll-ups and pamphlets distributed by staff members.
  • On tables and products: Table mats, iPads, TVs can be great props for your deals. You could also place scan-codes on tissues or coffee cups.
  • At the checkout counter: Employees can inform customers about the deal. You can also promote in on the staff uniforms, on the flyers placed in the bags or stickers on customers’ receipts.

BOGO deals are win-win strategies: They make customers feel spoiled and grateful as they love getting a good deal. And in turn, they boost customer satisfaction, engagement and can help businesses not only make additional sales but also attract new clients! When executed properly, Buy One Get One deals can be amazingly effective tools to delight your customers for Valentine’s Day! Do not hesitate to contact Como to get started with your BOGO deal!

You’ve got a Friend: Referral Programs that Drive New Business

While some restaurant and retail chains invest tens of thousands in advertising, social media and paid reviews, the numbers show that people trust their family and friends above all else when choosing a new place to dine. According to SevenRooms’ Influence in the Restaurant Industry report, which references a study conducted by YouGov, 54% of Americans turn to family and friends for restaurant recommendations. In comparison, only a third relies on review sites like Yelp, and a mere 10% look to Instagram.

Statistics from Nielsen reveal a similar conclusion: Word-of-mouth recommendations from friends and family, often referred to as “earned advertising,” remain the most influential form of advertising, with 84% of respondents in 58 countries naming this source as the most trustworthy in an online survey.

In terms of how that translates to buying power, Nielsen found that 77% of consumers are more likely to buy a new product when learning about it from friends or family.

McKinsey similarly found that word of mouth is the primary factor behind 20-50% of all purchasing decision.

Still not convinced that word of mouth matters? Just take a page from the online giants, nearly all of whom rely on friend referrals as a major stream of customer acquisition:

Airbnb boosted booking by over 300% per day

Airbnb managed to boost bookings by over 300% per day by incentivizing friends to invite each other to the platform: When the recipient of a friend referral completes his or her first trip, the referrer and invitee each receive a $25 Airbnb travel credit. The overhaul of Airbnb’s referral program replaced a previously under-performing system, bringing the new program front and center on the company’s website and to its iOS and Android mobile apps

Uber engaged with both users and drivers

Much of Uber’s success can also be chalked up to its referral programs, one for passengers and one for drivers. Both the referring passenger and new invitee receive $20 Uber credits when the new passenger takes his or her first ride. Employees, in turn, get $500 for referring a new driver with rideshare experience or $100 for referring a new driver without relevant experience – quite the incentive! The driver referral program, in particular, has allowed Uber to quickly expand its operations to over 80 countries worldwide.

Dropbox – from 100,000 to 4 million registered users

Dropbox attributes 35% of its daily signups to its referral program, which allowed the company to grow from 100,000 to four million registered users in just four months. That’s 9.76% of monthly growth coming from word-of-mouth referrals. The incentive is simply additional free storage space for the referrers.

Are you seeing a pattern? Successful word-of-mouth referral programs are all about rewarding users. That means that you’ll need to get into the spirit of giving to make a referral program work.

Simply put, in order to make sure your loyal users will recommend you to family and friends, you need to incentivize them. Motivate your customers to advocate for your business by offering points, punch cards, gifts, vouchers or discounts when they bring in new customers. You should also consider providing the new customer with an incentive in order to further drive new business. This can be the same reward as offered to the referring friend, as in the cases of Uber and Airbnb, or a different reward entirely.

A customer engagement platform like Como Sense can make the entire referral and rewards program a breeze to manage with simple-to-use yet sophisticated automation. In creating your own referral program, our platform allows you to choose customized incentives for both parties, limit the number of friends a member can invite (and, thereby, limit the rewards he or she receives), and track your ROI.

Word of mouth may just be the best marketing tool that you aren’t yet using. To get started with a referral program, schedule a demo with Como today.

Increase the number of new members with your social media posts!

We have a new feature for recruiting members for your loyalty club: Quick Registration by Gifts by sharing a link to a new reward or discount coupon on your social media accounts, you can both generate traffic, increase your membership numbers and sales!

How it works?

1. You post the link of the gift on your social media accounts.
2. When the customer clicks, he/she will be directed to “Quick Registration by gifts” page and the phone number will be required.
3. The gift will be sent to the customer account which is only created with phone number.
4. The client will receive an SMS inviting him to Registration form.
5. The registration form can be reached from the app or from the web.
6. All communication permissions and detailed information you request can be collected in the registration form. After registration, the member will be able to receive the gift from your business. The reward appears in your POS.
With this method, you can follow registered people as a separate group and then plan special campaigns for them.

To use this feature, just contact us at [email protected]

Loyalty Program Essentials: Accumulation Methods at a Glance

Please keep in mind that with Como Sense, all the methods are flexible and combinable. The examples here are based on our clients worldwide, but you can mix and match the perfect, unique solution for your business.

 
Points & Point Shop

Credits

Punch Cards
The What

• Members accumulate points for purchases, and then buy items in your app’s Point Shop.

• You define how much your points are worth and the point value of Point Shop items.

• Point Shop items may include products, menu items, and discount coupons.

• Members accumulate a cash balance for purchases, and then use it to pay in your business.

• You define the ratio of purchases to credit.

• Members can also top up their balance at a discount.

• Members can use their Wallet in your app to pay and top up.

• Members fill up a digital punch card by purchasing items and then getting one free.

• You define the items and the number for a freebie.

• You can use several punch cards for different products or customer segments.

The Why

• Your Point Shop gives you control over the discounted items you offer.

The Point Shop is ideal real estate for special promotions.

• Well-chosen Point Shop items are valuable to your customers, motivating them to accumulate points

• Provides members with more purchasing freedom.

• Allows members to stop in to your business and shop or eat using only their phone.

• Between competing businesses, the punch card is often the deciding factor for customers to choose you.

• Easy, effective personalization: specific punch cards automatically sent to members who purchase certain products.

The Who

The Point Shop works best in businesses with a smaller variety of items: 

  • Restaurants 
  • Garages 
  • Pubs 
  • Pet Shops 
  • Pharmacies 
  • Bakeries

Credit works best in businesses with a larger variety of items: 

  • Retail stores
  • Fashion and boutiques 
  • Department stores • Supermarkets and grocery stores

Punch Cards work best for businesses with one core product: 

  • Coffee shops & stands 
  • Ice cream parlors 
  • Gas/Convenience stores 
  • Beauty salons 
  • Car washes 
  • Gyms and spas

 

 

SuccessTips_LoyaltyTiers

How to Boost Your Sales Using Tiered Loyalty Programs

When you add multiple tiers to your business’ loyalty club, you have a golden opportunity to ramp up
your sales. Not only do tiers let you offer more incentives to your loyal customers—they also let you
reward customers based on how loyal they are. And if you do it right, that’s a perfect recipe for
increasing repeat business, while motivating your best customers to become strong brand advocates.
So how can you make tiers work for your business? Keep these three tips in mind:

Create a ladder of tiers

Create tiers that will encourage your customers to aim for the top by spending more per month or earning
more points. The higher the level, the better the benefits—such as exclusive discounts, special privileges, or
the ability to earn more points with every purchase.

Spread the word

Once you have a plan for dividing club members into tiers, let them know both how to move up to a higher
level and why it’s worth it. Posting flyers at your business can be a great way to encourage club members to
reach your higher tiers. You’ll want to stress the specific benefits a customer can only enjoy in the higher
tiers—and make sure to tell your customers exactly what they must do to get into each tier.

Make customer experience a key benefit

It’s not all about discounts and perks! When it comes to getting customers to climb towards your club’s
highest level, customer experience is also a powerful tool. To make your top tier feel like an exclusive club,
you can start by giving them a name that sounds impressive, or even by instructing your cashiers to
acknowledge members of this tier at the checkout counter. To make an even bigger gesture, consider
creating a separate menu or catalog just for your highest tier.

Personalization: The key to customer loyalty

When businesses deliver relevant content, customers feel valued and important—which makes them more likely to make a purchase and stay loyal. Here are a few ways you can increase engagement and sales by giving your customers what they really want.

Offer rewards you know your customers want

Keep customers coming back to your business by enticing them with relevant rewards based on their purchase history. Got dog lovers? Offer them a punch card for their 6th bag of dog food for free. Members who placed an order for a kids’ meal can get a push notification with double points for kids’ meals on a certain night of the week. Send an SMS with a coupon code for a facial to members who haven’t enjoyed a facial at your spa in more than two months.

Personalize your app’s content

Customers are more likely to open your app and stay engaged when the content inside speaks to their interests. Grab their attention right from the welcome screen with a message that’s crafted based on customers’ transaction history. For example, customers who recently purchased a pack of diapers will see a welcome screen that announces a one-day sale on baby products. Link the welcome message directly to a custom catalog of baby products on sale. You can even follow up with a survey asking customers how satisfied they are with the particular products they bought.

Offer rewards that show you care

The best place to get to know your customers right from the get-go is your registration form. Collect information about their birthdays, anniversaries, interests, and any other details that can help you tailor your rewards program based on members’ profiles (but be sure to keep the form short!). For example, show members you’re thinking of them on their birthday by sending a “happy birthday” SMS and inviting them to stop by for coffee and a free dessert. If you’re a grocery chain, let all your vegetarian members be the first to know when there’s a special coupon for almond milk.

Growing Your Club: How to persuade customers to sign up?

Put your employees in the race!

Employees are the key to promoting your loyalty program, so it’s important to keep them motivated—and competitions are proven to work. Tell them that the employee who enrolls the most customers will get a prize. You can even have competitions between your business’s locations.

Splash your club around your business

Your business is full of free real estate where you can display flyers and posters with your app’s QR code and a taste of your rewards. Start at your POS, but be creative! Try menus, placemats, sale signs, TV screens—and employee t-shirts that say “Ask me about our rewards!”

Make your joining gift irresistible

Customers love joining gifts because they get their first reward right away! You can offer anything from free points to a discount on first purchase to a free product. Try setting up automations that send the reward and a push notification, and even tag the new member (such as VIP or student), so you’ll always be able to send personalized incentives and rewards in the future.

How to Choose Your Core Loyalty Features?

The one you choose depends on giving true value to customers while increasing sales for you. Especially with Como Sense, the various methods are flexible and combinable to make the perfect solution for your business.

Set up a Point Shop

Points are the most common loyalty feature. You can set up a Point Shop in your mobile app where you decide what products to offer and for how many points. One big advantage is that you have better control of what items your members can purchase with their points. Point Shops work best for restaurants and other stores with a comparatively limited number of items.

Credit is also a way to pay

Credit (similar to cash back) is an alternative to Points for businesses of any size, allowing customers to accumulate an actual cash balance. One strong point is that customers can top up their balance in advance and then pay with credit at your business—using only their phone. Many kinds of customers appreciate this, such as those who live nearby, or parents who want to top up their teens’ balance so they can buy something to eat after school.

Everyone loves a Punch Card

Digital punch cards are a great system for businesses that have one or two main products, such as ice cream, coffee, manicures, and oil changes. Often, it’s the punch card that makes the difference in whether customers come back to you or to your competition. A great idea is to have different punch cards for different products or customer segments.

Mix and match your way to success

With so many options to choose from, the most effective program for your business might be a carefully chosen combination. For example, you could have Points as your main feature, but also allow customers to buy credit coupons in your Point Shop. Or Credit as your main feature, combined with Punch Cards for certain customer segments or high-traffic products.

We received your message.

Our team will get in touch with you soon.

Contact Us!

Just fill out the form so that we can plan a special demo with our team. We will get back to you as soon as possible.