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Providing Value Added Services to Your Customers Going Above & Beyond.

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Presentation on theme: "Providing Value Added Services to Your Customers Going Above & Beyond."— Presentation transcript:

1 Providing Value Added Services to Your Customers Going Above & Beyond

2 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

3 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?

4 Add Value 1.During the shopping experience 2.At purchase 3.After purchase 4.Ongoing

5 Add Value During the shopping experience

6 Add Value During 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

7 Add Value During 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

8 Add Value At purchase

9 Add Value At 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

10 Add Value At 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 6 th free) Point systems (Purchase items on points )

11 Add Value After purchase

12 Add Value After 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 s

13 Add Value Ongoing

14 Add Value Ongoing Maintain an online relationship Manage an list and send out E-Newsletters with information & promotions Have an active social media presence and interact with your clients Run contests Blog

15 Add Value Ongoing Show you care Support charities Go green Be socially responsible

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