Q&A: A Virtual Sit Down with Jonah Paransky, Head of Americas at Access Group
Starting November 1st, Paytronix will have officially joined Access Group, a renowned UK-based software company known for tackling challenges in the...
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Take for example Pump N Pantry. By combining online ordering with a loyalty rewards program, this Pennsylvania-based convenience store chain boosted both in-store traffic and online sales. The goal was to improve the customer experience by offering rewards with every purchase, redeemable for various items or special deals.
Just over a year after launching, the program attracted 6,000 members, with online orders constituting 20% of overall sales.
So, let’s look at how these systems work together to benefit your business and why you should consider implementing them.
Making it straightforward for customers to order directly and engage with your loyalty program is key. Here are four steps to achieve this:
By adopting these streamlined approaches, you can make direct ordering more appealing, encouraging customer loyalty and retention.
Understanding your customers is key to building lasting relationships. Online ordering systems provide a treasure trove of behavioral data, revealing valuable insights into customer preferences and buying habits. You can, for instance, see which items are most popular, what times of day customers order the most, and even identify emerging trends.
Consumer trends data also lets you predict customer behavior and tailor your loyalty program accordingly. For example, if you see a spike in orders for salads during lunchtime, you could offer a targeted discount on healthy menu items. This proactive approach demonstrates your understanding of customer needs and strengthens their loyalty.
Furthermore, you can use data gleaned from online ordering to craft targeted marketing campaigns and targeted promotions. We’ve seen convenience stores send birthday offers based on past purchases or suggest complementary items based on the customer’s usual orders. This level of personalization shows you care, building stronger connections and encouraging repeat business.
A positive customer experience is at the heart of building customer loyalty and retention. Real-time order tracking and clear communications play a crucial role in this, allowing customers to stay informed about their order status from the moment they place it until it arrives. Furthermore, online ordering systems are invaluable for addressing concerns swiftly and effectively, turning potential negative experiences into positive ones.
Additionally, these platforms offer the capability to suggest items based on a customer's past purchases and preferences. This level of personalization not only delights customers but also encourages additional purchases, enhancing the overall experience and fostering a stronger connection with the brand.
A rewards program can be a game-changer. By offering exclusive deals and tailored offers, you can lift marketplace conversion and truly "own" the guest. This drives sales and builds a robust, loyal customer base that feels valued and understood.
A shining example of this strategy in action is Dutch Bros Coffee's transition to a digital restaurant rewards program, which gained 1.4 million members in only a month. Built on the Paytronix platform, the Dutch Bros app uses a points-based system in which customers earn rewards, win contests, and receive the one-of-a-kind, personal Dutch Bros experience in a digital format.
Combining your online ordering system with a loyalty program does more than just make things convenient. It's a smart strategy that can help keep your customers coming back. By using consumer trends data, you make ordering and getting rewards easy. Providing a superior experience ensures your restaurant or convenience store stands out from the competition.
Key takeaways:
Paytronix offers a comprehensive suite of solutions designed to help restaurants and convenience stores enhance their online ordering systems and loyalty programs. With our advanced technology and insights drawn from industry-leading case studies, Paytronix is ready to help you take your business to the next level.
Whether it’s improving customer loyalty and retention, accessing valuable consumer trends, or simply providing a positive customer experience, Paytronix has the tools you need to succeed.