Providing Value Added Services to Your Customers Going Above & Beyond

Providing Value Added Services to

Your Customers

Going Above & Beyond

Why Go Above & Beyond?

1. Gain a Competitive Advantage over:

• Online / Worldwide Competitors

• Big Box Stores

• Other Small Businesses

2. Create loyalty

3. Generate new marketing opportunities

The Basics of Most Successful Businesses

1. Knowledge

2. Customer service

3. Convenience (location & accessibility)

4. Quality products and/or services

How can you Add Value?

Add Value

1. During the shopping experience

2. At purchase

3. After purchase

4. Ongoing

Add ValueDuring the shopping experience

Make your shopper comfortable

• Offer water, tea & coffee

• Have food available (If lengthy shopping experience)

• Comfortable seating / massage chairs

• Entertainment - magazines/books/TV

• Children’s play area / childcare services

Add ValueDuring the shopping experience

Make it easy to compare products

• Wi-Fi for Smart Phones

• Competitor catalogues / Other information

• Product Samples / Demonstrations / Stories & Testimonials (Humanize the experience)

Make it easy to shop

• Provide baskets/bags/carts

• Provide walkers, strollers, wagons, scooters

• Clear signage, wide aisles

• Free convenience parking / valet

Add ValueAt purchase

Give bonus items

• Product samples

• Offer add-on services at a discount

• Candy / Chocolate

• % discount when a client spends over $x

• Free gift with purchase over $x

• Validate parking / pay back parking

• Donate a % of their purchase to charity

Add ValueAt purchase

Niceties

• Free gift wrapping

• Product instructions

• Forgetful forgiveness (For clients who forget their wallet)

Loyalty Programs

• Discount cards (% off next purchase)

• Loyalty cards (Buy 5 get the 6th free)

• Point systems (Purchase items on points)

Add ValueAfter purchase

Niceties

• Carry out service

• Free shipping / delivery

• Have umbrellas available

• Package items in a reusable bag

• Offer installation at a discount

• Say thank you – personal emails

Add ValueOngoing

Maintain an online relationship

• Manage an email list and send out E-Newsletters with information & promotions

• Have an active social media presence and interact with your clients

• Run contests

• Blog

Add ValueOngoing

Show you care

• Support charities

• Go green

• Be socially responsible

Providing Value Added Services to Your Customers Going Above & Beyond

Documents

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