Cardlis Welcomes Linden + Oak!

LINDEN + OAK

“A LOVE AFFAIR WITH GREAT COFFEE AND ARTISAN SANDWICHES”

 

Linden + Oak  Opened its doors to High River Alberta in January, 2018 and Founders Dani & Matt Groeneveld have Cultivated their Love Affair With Great Coffee and Artisan Sandwiches in the Charles Clarke Memorial Center.

The Passion for community is felt the moment you walk in the door and the there is a “Latte” proof in the customer following, demand for Comforting Breakfast, Artisan Sandwiches and of Course a perfect Selection of Coffee and Latte’s!

“We have spent years traveling to discover the greatest coffee recipes North America has to offer and are happy to finally have an opportunity to cultivate our own coffee here in High River!”

Cardlis is Proud to partner with Linden + Oak to Offer Loyal Customers up to 10% Cash Back in Loyalty rewards and Community Cash that can be used towards Linden + Oak Gift Cards!

    

If you are a current Cardlis user, Simply search for Linden and Oak in Loyalty Cards
OR
Download the Cardlis APP Today and Join the Community!

CARDLIS – FOR LOCALS, BY LOCALS

Welcome Homestead Bakeshop!

WELCOME HOMESTEAD BAKESHOP!

Homestead Bakeshop is an artisan bakery located on historic Main Street in Fort Macleod, Alberta.

We have a strong commitment to ensuring that flavour and quality, along with baking from scratch are top priorities in everything that we make. Long fermentation and good ingredients are key when making bread and pastries here as it gives better flavour development while at the same time breaking down the wheat protein and gluten strength to allow for better digestion. Our in-house selection of products includes artisan sourdoughs, sandwich loaves, variety of buns, cookies, squares, pastries, danishes, tarts, custom cakes, pies, loaf cakes, crackers and more!

Established a year ago in February 2017, we are excited to be introducing great tasting bread and authentic baking to Southern Alberta. We are looking forward to continuing to be part of the community in both Fort Macleod and the surrounding area.

Download Cardlis – Join HOMESTEAD BAKESHOP
Enjoy Perfect Homemade Baking by Two of Fort Macleod’s most Talented Entrepreneurs!

Rule Your Customer Retention Programs

To “Rule” or be the “Fool” of Customer Retention

You Offer Customer Retention Programs;  Awesome loyalty programs where customers receive a Free Product when they reach a set target using a punch card or maybe cash certificates for future discounts like “In Store Monopoly Money”, the coveted Gift Certificate and of course the Points that are in a Point of Sale computer; completely oblivious to the customer. Customers leave with a smile, and of course it is a sure bet they will be back to redeem the rewards and you will shatter next months revenue goals. What an amazing feeling! ….. Right? After all, A successful program can boost profit by 95% with minimal new customers!

Now the real question;  Do you track these cards and what is the breakage?  Who are your Customers?  How long does it take you to reconcile your rewards? ARE YOUR CERTIFICATES AND CARDS ACTUALLY ONES YOU GAVE, or did someone get clever with a printer and you unknowingly were just robbed?

The questions aren’t asked to scare you or rain distrust on customers, but fact is many businesses have no idea what detriments their loyalty and gift certificate programs are having on their bottom line.  Cardlis will take you through a few considerations and Calculations Every New or Experienced Business needs to review when offering customer retention programs.

What is Your Card Breakage & What is it costing you?

Breakage is a percentage rate comparing Cards, Points and Value given vs the amount never redeemed through return purchases.

customer retention program myth breakage calc

Breakage is Extremely Important to your bottom line and contrary to belief, a high breakage rate IS NOT what you want.  When it comes to customer engagement, a high breakage rate means that customers aren’t motivated to spend the rewards they’ve earned as a member of your program.  This in turn means they’re unmotivated to earn more points in the future, which is very bad for your store’s bottom line.  With customers disinterested in both earning and spending reward points, your store is left open to the Competition, putting your Customer Retention hopes on the ropes. Truth is, lost cards and high breakage drops customer Engagement by over 67% while Doubling customer turnover (a customer leaves rather then supporting you for Years)…   The best way to fix a high breakage rate is to have a means of recording Every Point Given and reconciling with Every Point Redeemed, Review customer information and reach out to them periodically to keep in touch with new happenings in your store! Let customers know they have a value in your location.  It may cost you 2% of your margin to reward customers…. But consider the costs of customers not returning at all.

Example:  Say you offer a punch card OR a computer based point system that customers can lose or forget. Now assume you may fall into 1/2 the stated 67% engagement drop (mentioned above), Profit Margin on a product is only 15% (on a $10 purchase) and a customer must come 9 times to get the 10th purchase free. Customer Fills 3 cards/year for 5 years (length of time a customer supports a business on average *Stats Canada)

By having 33.5% of the customers come to the store 5 times then never come back, you will lose $45.00 / Customer!

  • Non Engaged Customers Spend $50 and leave = $7.50 …… $7.50 profit once, then you need to find another customer
  • Engaged Customers spend $90 but receive a $10 item free = $13.5 – $10 = $3.50 profit BUT in 5 years will provide $52.50 Profit

As Shown a Customer that Uses a Full Card and is engaged will provide HUGE profits for your Business! Keep customers coming, after all you have $45.00 to invest back 

Gift Certificates are Crucial to a Businesses Success!

Gift Cards are gifts for more then the people receiving them as a gift; Gift Cards are a Major Gift to the Business Selling them!

Consider this.  Gift Cards are sold as a “cash” transfer, meaning someone has just prepaid for items that you have not sold.. WHAT! I know that part was common sense! But in all reality it is a magnificent gift to Businesses!  Instead of a rant on the HUGE benefits, I have listed the points below:

  1. Cash in your pocket to pay down debt or invest
  2. Cards sold under $50 often return 63% more then Face value
  3. Cards sold Over $50 often return 35% more then Face Value
  4.  50% of Gift Card recipients are New Customers!  This means you may have landed a new Loyal Customer!

Long story short – for Every 2 customers that receive a $25 gift Card. One could become a loyal customer (Use the previous loyalty example) and both will most likely over spend by 35%.  That returns $67.50 in Revenue ($50 x 1.35 = $67.50)  PLUS a possible $52.50 profit from a new loyal customer!  WHAT A GIFT FOR BUSINESS! $50 turned into over $100 in increased Revenue!

Who are your Customers?

I bet you can name your top 10 best customers, maybe recognize the top 20 in pictures.. You know the customers that have the “Large/Memorable Purchases” 3-4 times a year; But how about your real bread and butter, the people that come in multiple times a month and keep the lights on?  It is imperative that a business giving any sort of reward also learns the customer they are rewarding.  Through time learn where customers come from, their gender and age and how often they shop with you!  Information is power, and after all you are paying for it with retention programs!

Engage your customers by extending birthday wishes, invitation emails to special events and of course a quick “Hi” to those who have not been in the store lately!

Are your programs “Fool Proof”? Or have you been Fooled?

When you sit down to view your program success are you just looking at the amount of tickets or points redeemed? Or do you have a method to see Every Card, Every Outstanding Balance and Every Reward or Gift Card used?
Customer Retention is great, as long as you are rewarding legit customers and not customers that are cheating life by photo-shopping their way into savings and theft using fake gift certificates. Unfortunately almost 20% of businesses realize fraud every year!

It’s hard to tell but this Card has 4 Fake holes in it.  That is 4 Lost Sales but still a Free Coffee!

Reconciliation is a very time consuming and costly process so understandably is something very often omitted from management practices; So How do you offer Efficient, Safe, Affordable and Engaging programs that benefit you and your customers?

Meet Cardlis.
Loyalty & Gift Programs – For Locals, By Locals

Cardlis is a small business loyalty and gift card platform that provides Effective and Affordable retention programs; offering reporting and a continual growth of customer and program knowledge.  Most importantly, Cardlis keeps customers Engaged and informed with their programs and can be accessed by any iOS, Android or Computer!  Businesses do not need to purchase any additional hardware as they can control all programs from a tablet or smart phone!

The Cardlis Community offers a One of a Kind local perk that adds additional revenue and customer streams for all local Cardlis Partners with Cardlis Cash!  Cardlis matches every point that a customer is rewarded with Cardlis Cash Credits that allows them to be rewarded in store & Buy a subsidized Gift Card in any Participating store!  Think of it as offering customers 2x the points every day and as a Small business network becoming more competitive then many of the larger retailer programs!

 

 

MYTHS OF CUSTOMER LOYALTY & RETENTION

5 MYTHS OF CUSTOMER RETENTION PROGRAMS THAT ARE HURTING YOUR BUSINESS.

FAILURE IS NOT THE CUSTOMERS FAULT, WITHOUT INVESTMENT YOU WILL NEVER SEE RETURNS.

Your business needs a loyalty program, and its not because you need an added novelty to keep customers coming back; You need a retention program that pays dividends in customer information, customer interaction, management and yes…. Revenue!

But have you considered that the rules of customer engagement have changed in recent years with the introduction of technology and the “I Want Everything For Nothing” millennial mindset that is adopted by All Age Groups & Demographics when shopping?  This Article reflects the 5 most common MYTHS of Customer Loyalty programs and will guide you to success.

#1 – Customers Only Value Discounts – NOPE!

Saving money is a priority for most customers.  I don’t remember the last time a conversation around shopping did not involve a savings or something amazing during the days experience.  Rewards programs are super appealing to most customers and it’s not hard to see why so many customer retention programs simply offer transactional discounts.  Rewards like dollars off, percentage off, free items or even free shipping on larger items can have a significant impact on whether a customer chooses to complete a purchase at your store or not.

Extending Value with Diversified Rewards

DON’T BE FOOLED! As more and more businesses offer discounts, look for something that can give your business an edge BUT do not underestimate the power of promoting your local support and networking opportunities that major stores cannot offer.

For every customer hoping to save a few dollars on their next transaction there is an equal number looking for new and exciting ways to engage with your brand & the local network you support!  These customers want to build a genuine relationship with your store and community, the foundation of which is true customer loyalty.  After all, loyalty is an emotion – not something that can be bought – and is influenced by a complete customer experience – Have you Considered that a Local Network could start an Experience for you?

#2 – Program Breakage is Saving Money – NOT EVEN CLOSE!

As a business owner, it’s always nice to save money.  Between advertising, overhead & wage inflation it can feel like you’re constantly spending more than you’d like, making a high rewards program breakage rate so appealing.  BUT FIRST; What the heck is Breakage? Breakage is offering Punch Cards in hopes they get lost, Breakage is offering Points with unreasonable expectations, Breakage is just how it sounds…. Breaking the hearts and motivation of a customer coming to your store, you may as well have a “Just Kidding” sign on the exit.

As a number, Breakage is the percentage of Points Not Spent over Points Issued (Consider a similar theory of unused Gift Card Value). Simply Put – The amount of Points/Value that is not being spent!

customer retention program myth breakage calc

At a glance, a high breakage rate looks like great news – if customers aren’t redeeming their points, it means less financial liability for you!  However, what looks good on paper is extremely bad for the health of your program.

When it comes to customer engagement, a high breakage rate means that customers aren’t motivated to spend the rewards they’ve earned as a member of your program.  This in turn means they’re unmotivated to earn more points in the future, which is very bad for your store’s bottom line.  With customers disinterested in both earning and spending reward points, your store is left open to the Competition, putting your Customer Retention hopes on the ropes. Truth is, lost cards and high breakage drops customer Engagement by over 67% while Doubling customer turnover…

Repairing Your Program’s Breakage by Engaging Customers

Customers are only going to redeem rewards if they believe their points are valuable.  Having a large number of points means nothing unless the customer understands what they have to gain, and proper program education and promotion is a huge part of that.  Make sure your customers understand the mechanics of how to earn and spend rewards & Educating your staff so they buy into the program goals.  If its not important to you, it will not be important to your customers.

Send your Customers updates, letting them know they have a “value” residing in your store and pair it with a Sale. For many shoppers, seeing is believing, and these small nudges could be the difference between them actively engaging or passively ignoring your program.

#3 – Once a Customer is Satisfied, They’re Yours Forever. – IF ONLY….

I don’t know about you, but I don’t think I’ve ever met a single person who has never changed their mind.  Whether it’s regarding the food they like to eat or the type of music they listen to, customers are bound to change their minds, and this “evolution of taste” can have a profound impact on your business.

As your customers’ behaviors and purchase motivations change, they’ll begin to reassess whether your brand is actually the best-suited to meet their needs.  This means it’s unlikely that none of them will start looking at your competitors, especially when a competitor includes giant retailers that offer everything in one location.  The prevalence of social media advertising only makes this more probable, as crowded news-feeds make it almost impossible for customers to ignore competitive advertising.

With a new reality on the horizon, pick a program that give your brand an advantage worth more then the discount in store.  Networking and offering bonuses in local/neighboring stores allows you to become a force to be reckoned with!

 Customer Satisfaction with Your Rewards Program

Although your program had enough appeal to entice shoppers to try your brand, assuming it will continue to keep them satisfied on its own is foolish.  The best way to keep them happy is to monitor, reassess, and update your program to improve your overall customer experience.

customer retention programs myth preserver satisfaction

This can take any number of forms, such as revamping your email marketing strategy, reorganizing your program’s structure, or improving your explainer page.  No matter how you choose to do it, actively investing in your rewards program will improve your customer experience and keep shoppers interested, keeping their eyes on your brand.

 

#4 – Constantly Reward your Customers – PAUSE FOR A MOMENT!

I’m not the only one that Remembers Oprah.  It was rare that the audience didn’t get a prize like a vacation, cash or car!  What if you saved money for a trip to see her show, bought tickets and ….. Nothing was given away, not even a CD.  Needless to say, you’d be pretty disappointed, and might actually tell others not to watch the show as a result of your horrible experience.

With the possibility of this bad press on the horizon, you might be tempted to run a customer retention program that makes it extremely easy for shoppers to earn rewards.  After all, more is more, and what customer has ever complained about receiving more?

The problem with this line of thinking, however, is that it grooms unprofitable customer behavior.  You are not in the business of giving money away; so be careful that your program is not to expensive to run. DO THE MATH! If your Margins are 5% don’t give away 5% to make customers happy.

Offer Less, Expect More

Most people are enrolled in 12 Loyalty Programs, so it’s important to remember that your customers understand how these systems work.  In fact, most of your customers likely expect to have to earn their rewards so don’t give that fact away!

You started a rewards program to thank your best customers for consistently choosing you over your competitors.  By making purchases with your store and sharing their experiences with their friends, they are completing profitable actions that benefit your store in both the long- and short-run.  These are the actions that allow you to define them as “best”.

In the End, your programs rewards are intended to complement and encourage visit often, spend more habits; But don’t tighten the noose to hard where a customer feels they can not meet the point redemption limits. Consider having a Point Program that allows customers to spend when they like giving them value with every visit & Offering another level of value when reached they can take Multiple $$$ off of purchases that generate revenue!  Consider Cardlis as an example; Cardlis builds a network for small business that allows the business to manage their own program, points and advertising to harness their competitive edge.  Uniquely Cardlis also matches small business points with Community Cash to be used towards discount gift cards (at no expense to the business) essentially giving customers 2X the points everyday!

 

# 5 – If It Ain’t Broke, Don’t Fix It – THAT MY FRIENDS IS CALLED COMPLACENCY!

Launching a rewards program can be a lot of work.  However, while taking a step back after starting yours isn’t an issue, getting complacent is.  Loyalty Programs were never meant to be a build and forget method of retaining or increasing a customer base.

This means that letting your program stay stagnant simply isn’t going to cut it, and for good reason!  Just because something worked in the past doesn’t mean it’s the best solution, and choosing to ignore the changes around you isn’t going to solve it.  Change does not need to be drastic or time consuming, Offer short term points increases or emails to customers that maybe have not been to visit in a while.

MOST IMPORTANTLY, LISTEN TO FEEDBACK. AFTER ALL THE WORK YOU PUT INTO YOUR BUSINESS, YOU OWE IT TO YOURSELF TO MAKE NOTE OF THE CRITICISMS AND POSITIVE REVIEWS TO KNOW THE DIRECTION YOUR CUSTOMERS ARE HEADING!

 

Cardlis – For Locals, By Locals