How Are Smartphones Being Used?

If you are thinking about using a smartphone in your marketing, take a look at this infographic from Tatango on how they are being used. Are you surprise? Leave your comments below!

Source: Tatango Mass Text Messaging

Happy Holidays from The Customer Connection!

There is something wonderfully magical about the Holiday Season. A time when our thoughts turn to those who have made the past year one of joy and happiness. We count our blessings and look forward to a new year full of new beginnings.

In the Spirit of the Holidays, we have put together some of our favorite Holiday quotes. We hope you enjoy!

“We elves try to stick to the four main food groups: candy, candy canes, candy corn and syrup.”~ from the movie “Elf”

“Christmas waves a magic wand over this world, and behold, everything is softer and more beautiful.”  ~Norman Vincent Peale

“The miracle, of course, was not that the oil for the sacred light – in a little cruse – lasted as long as they say; but that the courage of the Maccabees lasted to this day: let that nourish my flickering spirit. ~ Charles Reznikoff

“Christmas is not a time nor a season, but a state of mind. To cherish peace and goodwill, to be plenteous in mercy, is to have the real spirit of Christmas.” ~Calvin Coolidge

“You’ll shoot your eye out kid.” ~from the movie “A Christmas Story”

“I once bought my kids a set of batteries for Christmas with a note on it saying, toys not included.” ~Bernard Manning

” On Hanukkah, the first dark night, light yourself a candle bright. I’ll you, if you will me invite, to dance within that gentle light. ” ~Nicholas Gordon

“Look, Daddy. Teacher says, every time a bell rings an angel gets his wings.” ~from the movie “It’s A Wonderful Life”

“The seven principles of Kwanzaa–unity, self-determination, collective work and responsibility, cooperative economics, purpose, creativity and faith –teach us that we come together to strengthen our families and communities and honor the lesson of the past, we can face the future with joy and optimism.” ~President Bill Clinton

“I will honor Christmas in my heart, and try to keep it all the year. “ ~Charles Dickens

“Every man/woman should be born again on the first day of January. Start with a fresh page. Take up or let out one hole more in the buckle if necessary according to circumstances; but on the first of January let every man/woman gird himself once more, with his/her face to the front, and take no interest in the things that were and are past.” ~ Henry Ward Beecher

“Your Merry Christmas may depend on what others do for you…but your Happy New Year depends on what you do for others.” ~Unknown

From All of Us at The Customer Connection, have a wonderful Holiday Season!

A Short Video About The Customer Connection

The Customer Connection (TCC) is committed to serving our clients through effective marketing and communication strategies while always staying true to our clients valuable brand identity. We are a results driven organization, which strives to leverage technology as well as over 30 years of industry experience to provide quantitative results with a clear and undeniable return on investment (ROI).

This short video helps outline how we bring MORE CUSTOMERS, MORE OFTEN! If you have a smart phone with a QR Code reader on it, grab it now. There are QR Codes, which provide more depth and understanding about The Customer Connection.

Daily Grill: QR Codes The Right Way!

QR Codes are everywhere these days, sides of buses, on TV, billboards, T-Shirts, bills, newspaper and magazines, even roof tops; but we have boiled down 4 simple steps to get off on the right foot.

1. Distribute:

There are many great ways to distribute QR Codes. A QR Code is best distributed on a platform where it becomes a convenience to accessing robust and relevant content.

Remember this! Whatever they are viewing, most likely they are viewing on a phone (possibly iPad, etc.) Therefore the following are best practices:

• If you send them to a dedicated page, make sure the content is easy to read and the navigation simple to use. Rule of thumb, make it easy on the thumb!
• A person is taking out their phone, to scan a code,  give a clear reason why. That is not to say you need to tell them exactly what they are getting, “Scan to receive a reward!” Make it clear and concise. Brevity wins!
• QR Codes are new to many people, keep the design simple. Educate potential users  a “reader” may be necessary. Assume they have never seen one.
• Test the Code. Especially on print. Mind best practices!

One example we like is a postcard Daily Grill sends out to their customers as a Birthday reminder. First, you will see a succinct message, showing appreciation and (on the back) a generous offer encouraging a return visit. For this post however, we will focus on the QR Code. The QR Code is used to share content that can’t be shared via a postcard (yet!).

This leads us to our second recommendation (below the image).

2. Link to Relevant Information

Too many QR Codes link to uninteresting content. This stale content often leaves the user wondering, “why did I take the time to scan?” or “why didn’t they just say that on the postcard?” (or other media)

This is not what we want people to experience, this doesn’t encourage engagement or show relevance.

There are many concepts we have seen we like, to mention just a few:

• Send people to social media: promote and encourage dialogue
• Link to a mobile coupon
• Go to a dedicated micro-site or page promoting a special event (attach analytic tools)
• Register for products or services
• Join online to receive: eMail, eNewsletters, special offer, etc
• Think about converting to a monetized approach not just information, “Buy Now”, “Donate Today”, “Get Started”, etc.

Again, we look to Daily Grill, who linked the QR Code above to the following video. We believe it is a nice way to show appreciation!

3. Track, Report, Learn

What do you do now? You have distributed the QR Code and linked it to engaging content? You learn! The only way to do this is through tracking QR scans. It is important to learn at least the following information, who is scanning, what device are they scanning with, when are they scanning (ties into distribution), and what does this mean to your organization. 

Many of our clients are looking at apps as a way to improve service and stay ahead. Apps are great, but also expensive and the investment is measured in time, money, and resources.

There are (currently) two major mobile platforms to consider i.e. the iPhone and the Android. Keep in mind QR Codes can be scanned by many other devices like a Blackberry or iPad. But, for simplicity and this example–we mention iPhone and Android.

Before developing an app based on your preference, track a QR Code for a few months to determine what your guests and/or clients are using. If you are going to invest in an app, don’t you want to make sure it is on the most logical platform out of the gate?

4. Learning Is An Ongoing Process

By repeatedly tracking different methods of delivery, i.e. billboards, table tents, menus, postcards, coasters, bottles, business cards, etc. and content; you are quickly on your way to a more effective use of a technology, which has had 1200% growth in the first 10 months of 2011. Link today to a FREE QR Code Generator!

What have you tried with QR Codes that has worked? Have you seen a GREAT use of a QR Code? Let us know.

It’s All about the Database

By: Judd Goldfeder

A recent 1 to1 Media white paper headline read, “Loyalty Program’s Lackluster Performance.”  The article makes two important points which are worthy to note:

First and most importantly, “stop neglecting this valuable interaction channel as a customer engagement tool and start tailoring.”

The second point states the importance of, “starting to see past basic point schemes” while recognizing “the critical nature of their loyalty programs as mechanisms for engaging customers in unique ways to foster retention and growth.”

The Customer Connection can sum up a well run Loyalty Program into two primary benefits to organizations.  First, earning points motivates members to return to your establishment, while not neglecting the importance of the need to remind them!  Second, acquiring a better understanding of each member allows you to communicate with them on a more personal level.

Let’s focus our attention on opportunities related to the latter and what benefits this offers a business; namely the ability to:

• Communicate the “old fashion” more effectively
• Thank new members for joining your’ program with an incentive to return again
•  A special “Thank You” to the members who dine most often or spend the most, as a sign of gratitude and appreciation
• Reach out to members with a Birthday greeting and “gift,” enticing them to return, while showing you care!
• Invite members who have not been in recently by saying “we miss you” and “come back”
• Select specific members for communications based on a multitude of criteria; your database is filled with valuable information about each of your members’ specific habits and motivational factors. If it goes unused, unread, or misunderstood, you have wasted untapped potential.

Today more than ever it is vital to communicate with members based on each member’s personal preference:

• USPS mail is more expensive than electronic communications, however it consistently out performs eCommunications in motivating valuable customers to return, some important customers may still prefer mail, and it continues to be seen as more personal
• Email has become widely used due to its low cost and perceived ease of communicating. But, eCommunications need to be strategic, trackable, and measurable or they are as inconsistent and unpredictable as print ads
• Social media offers a wide range of communication platforms, as well as, member database enhancements to help control your ability to communicate. Again, without a proper plan and execution, it feels as though you are communicating to the void.
• SMS & MMS, commonly referred by the overly simplified “text” communication strategy, offers another route, which can include proximity based applications and offers

Strategic and intelligently designed Loyalty Programs enhance customer retention and increase frequency of visits resulting in increased sales, but the only tactic to achieve those goals are to proactively reach out to members by communicating with them to keep your business “Top-of-Mind.”

Increasing Sales

By: Judd Goldfeder

For most restaurants and retailers, inviting your present customers to come back is the most successful and least costly way to increase sales. An adage in marketing is that “the most economical and successful way to increase sales is to reach out to your customers to keep your business top-of-mind.”

Baskin Robbins did that with their Birthday Club by building a database of their customers and sending a “birthday present” nearly 50 years ago.  Their program built a huge database of Baskin Robbins lifetime fans, including my own children.

You can do the same thing using today’s technology by building a database of your customers and using it to:

• Send an email
• Text
• Use a Mobile App
• Drive traffic to Twitter, LinkedIn or Facebook messages
• Send a Birthday greeting

At a minimum the database will have the customer’s name, email address and zip code. In order to be even more effective, ask for their USPS address and mobile phone number. These additional pieces of information provide an even greater opportunity to communicate.

Kohl’s department stores have been extremely successful giving their customers a bounce back coupon with a value of $10 or more. In order to motivate a quick return, visitors are given a limited timeframe in order to take advantage of the savings.

Your goal is to build sales by giving your customer a reason to return.

A coupon must have enough value that it will motivate the recipient to use it and few limitations on its use. Resist the common mistake of letting it sound like it was written by your attorney. Your customer will spend more money when they return.

I have had clients ask me “how do I prevent customers from copying coupons and using them multiple times?” While other clients have said “I hope they will copy them for reuse and to give to others because they will spend more money” Take your pick! The moral of the story is the customers are returning. It is a good problem to have!

There are a number of companies, including The Customer Connection, that will help you build a customer database, or you can even attempt it in-house. The important move however is to “do it” or as Nike says, “Just Do It”.

Unmasking QR Codes

QR Codes have popped up everywhere lately. The Customer Connection is proud of the fact that we have been, and continue to be, leaders in introducing these quirky little codes to the restaurant and hospitality industries.

Over the course of this year we helped our clients use QR Codes to promote video competitions, boost visits to social media pages, advertise menu items, develop App strategies, hype events, build databases and MUCH MORE!

We have had such positive feedback, that we even created a free QR Code generator for public use: http://tinyurl.com/3pj4dmo

No professional wishes to waste time or money jumping from one “shiny thing” to the next, simply to jump on the bandwagon.  In order to unmask the impact of a QR Code, you have to move past the mere addition of a QR Code; an organization must track and understand the results.

Like Social Media, QR Codes have a proven worth to those who understand proper use and metrics.

Below is a bit about the “why” and a sample report. Let The Customer Connection help you unmask QR Codes, reach out to us and we will reach back.