Introducing Thanx’s “Effective Discount Rate” Reporting – an industry-first capability to instantly measure the cost of driving engagement, activation, and retention, through your loyalty program.
Thanx makes it easy to measure the impact your loyalty program is actually having on customer behaviors. Learn how Thanx helps brands optimize engagement with our retention and activation rate reporting.
Also known as the participation rate, Capture Rate is a critical metric in measuring the success of a loyalty program. This measurement represents the percentage of revenue earned from known and reachable customers. With Thanx’s new capture rate report, brands can get a clear and immediate look and how much revenue can be attributed to known customers.
In the restaurant industry, loyalty is increasingly essential. While physical punch cards and business-card fish bowls may be relics of the past, restaurants of all sizes need to continue to modernize their programs. As brands launch new programs to capture data, drive first-party ordering, and grow customer lifetime value – loyalty becomes even more than
Nearly all brands want exciting digital experiences but not enough brands emphasize making those experiences as easy to use as possible for the customer. As marketing tools like apps and loyalty programs become table stakes, brands need other competitive advantages to earn effective engagement that drives revenue. It is clear that ease of use is
There is a reason why some companies are doing better than others during this crisis. Chipotle grew their loyalty membership database by 65%, adding 3 million members in the month of April alone. Chipotle Loyalty Membership And their stock price is up 45% while other Dow Jones restaurants are down 11% on average. Chipotle is
Coronavirus (COVID-19) has already had a dramatic impact on restaurants. As of the end of the day on Monday, restaurant purchase transactions had slumped more than 42% across the Thanx network. In these difficult times, restaurants must take proactive measures to not only keep establishments safe, in accordance with CDC guidelines for businesses but also
The convenience of third-party delivery has driven massive growth (up to 40% market share expected within the next few years according to Morgan Stanley) in online ordering revenue across the restaurant industry but the delivery providers, Uber Eats, GrubHub, PostMates, and DoorDash have been the primary beneficiaries, not restaurants. High commission rates (in many cases
True Food Kitchen is a healthy, chef-driven, seasonal food restaurant with 23 locations in 10 states. True Food Kitchen focuses on serving healthy, seasonal, sustainable, and organic food with plenty of vegan, vegetarian, and gluten-free options. True Food Kitchen also stands out because they will personalize every order per the guest’s preferences. By personalizing every
Most merchants want to know how they can retain customers and drive more revenue. Back in the late 1800s, when five and dime stores were popular, owners strategically placed candy in the windows to encourage families to come in. Barbershops branded their stores with a unique spinning pole and offered a free shave with a
In this post, we share five essentials to building a loyal customer base. Having a customer engagement platform in place that enables you to know who your customers are, capture important customer data and send personalized campaigns is crucial to developing a successful loyalty program.
With the Thanx Unlimited Campaigns for car washes, Thanx segments your customers based on the items they buy, including memberships and individual washes. Thanx then uses this information to identify the customers most likely to convert to unlimited membership plans and targets them with personalized messages and incentives.
Today we’re excited to announce a new addition to the Thanx suite of customer engagement and marketing automation tools. This time around we have a huge surprise (pun intended). Our latest enterprise-level program, called Surprise and Delight, helps you create stronger relationships with your customers by offering delightful, unexpected rewards. The Surprise and Delight feature
With an estimated 3.8 billion consumers enrolled in loyalty programs, there’s a lot of “loyalty love” going around. Merchants and consumers alike are embracing customer loyalty programs because when done well they can grow your business, reward and retain your best customers and generate incremental revenue and positive ROI for your business. While many are
Every merchant wants loyal, repeat customers. Every business has a group of VIP customers, and odds are they contribute to your success more than you know.
Learn how Garcia’s tapped their incredibly loyal customers and staff, to help them build a wildly successful customer loyalty program in just a few months.
Not every customer engagement and loyalty program is created equal. Discover five things that Thanx can do to help you grow your business.
Making changes to your customer loyalty program doesn’t have to be risky. In this post, we share how to successfully communicate changes to your customers.
Struggling with acquiring new members for your customer loyalty program? Thanx shares 5 actionable tips to get new members and scale your program quickly.
Have customer loyalty program remorse? Have no fear, Thanx shares tips on how to bounce back and have a customer loyalty program that rocks.
When a customer breaks up with you, it’s the worst. One minute they’re happy, repeat customers and then they disappear. But, you have the power to do something about it. You can use re-engagement to bring them back and often get them spending and visiting more frequently. Bringing customers back is worth your time. Research
Brand loyalty is alive and well, but the trends that shape brand loyalty are shifting. To stay ahead of the curve, here are five customer loyalty trends you need to know:
By rewarding your best customers you can increase revenue and have a positive ROI. In this post, we discover the ABCs of customer loyalty and engagement for your business.
Launching a customer loyalty program is a big step for your business. In this post, we share a six-month timeline to take you from launch to optimization.
Customer loyalty is more important than ever. Thanx shares 30 customer loyalty stats you want to know for this year and beyond.
Did you know the average person is exposed to more than 5,000 ads every single day? How can your business stand out amongst all that racket? The key to attracting and retaining happy customers in our noisy digital age is data. By using a customer engagement platform that collects customer information, you can get a better
Thankx provides advice and tips for choosing a customer loyalty program for your business that helps it grow.
Loyal customers spend and visit more frequently and are the number one source of new referrals. Thanx provides practical tips for customer loyalty.
Thanx has always worked with Apple Pay automatically— no additional integrations required. Here’s why we believe that customers should be given options for how to pay when it comes to loyalty programs — and why successful loyalty programs MUST work flawlessly with Apple Pay.
Building Customer Loyalty It used to be that walking into a retail establishment and being given some form of a discount, special offer, or free sample was a unique and appreciated moment. Merchants saw this as a legitimate method for building customer loyalty. Now, as customers, we expect a reward in return for our consistent
Customer loyalty can be challenging for car washes. In this post, Thanx shares how you can build relationships and grow customer loyalty for your car wash.
Problem Solved: Referral Programs, Made Effortless with Thanxgiving By Margaret Link Thanxgiving changes the game for mobile referral programs Have you tried launching a referral program before? Was it successful? How do you know? Most referral programs lack any type of data visibility, so you can’t be confident that you’re generating any ROI. Even when you get
Businesses love their regulars — and with good reason: research shows that 25% of customers generate almost 70% of revenue! Even with money on the line, business owners still make these 3 critical loyalty program mistakes when it comes to creating a loyalty program that actually retains customers. Avoid Common Loyalty Program Mistakes Investing in customer loyalty isn’t just the
Salons have one goal in mind; to fill their chairs and appointment books. Customer loyalty programs can help them reach that goal. Client booking software is great… but it falls short in a few critical ways. To make booking more convenient for clients, many salons have started using appointment booking software, like DemandForce, Millennium,
Today’s guest blog covers a topic we love at Thanx — Net Promoter Score! Mickey from QuestionPro breaks down the math behind identifying your high-value customers and addressing their feedback. Net Promoter Score is only one piece of the customer data puzzle. Here’s why companies should be linking NPS results to customer transaction data —
From collecting better data to speaking to your customers in ways that resonate, there are many different steps businesses can take to build loyalty among their customer base and turn first-timers into repeat customers Why don’t satisfied customers turn into repeat visitors? And how do you get more of them to come back another
Thanx teamed up with Main Street Hub to bring merchants more information on ways they can build customer loyalty — combining our expertise in loyalty, data, and social media, we covered a ton of ground in the 45-minute webinar. Here’s a recap for those of you who missed it.
Your loyalty program should do more than track and accrue your customer’s loyalty points… modern, data-driven loyalty programs are the future of business intelligence for brick-and-mortar businesses. Here’s why punch cards fall short when it comes to identifying and rewarding your best customers.
As convenience stores become more data-driven, the challenge of understanding and influencing customer behavior has been the toughest to crack: from the pump, to the carwash, to the convenience store, it becomes imperative to weave a common thread between many discrete transactions that happen within the same property. For this reason, most loyalty programs fail when it comes to driving real value for c-stores.
Thanx closes the data loop for convenience stores, seamlessly linking cross-property transactions and making it easy for c-store operators to track and influence customer behavior. Read on for a few key takeaways from one of our convenience store merchants on why they selected Thanx as their loyalty provider.
With so many different types of loyalty programs out there, how do you choose the right loyalty platform for your brand? Learn about how Home Run Inn made the decision to implement an automated, data-driven loyalty program through Thanx.
With NRA 2017 ending today, we wanted to provide a glimpse into some of the conversations that our staff is having in the booth with restaurateurs. The beauty of Thanx is that it works for all types of restaurants, from QSR to Fine Dining. Unlike other loyalty programs, it doesn’t require additional hardware or require staff involvement. Customers simply pay as usual and the magic happens in the background.
Loyalty programs can operate as the central nervous system for your brand — collecting data, automating marketing, and gauging customer satisfaction. With so many different types of loyalty programs out there, how do you decide which platform is right for your brand? Consider these four points as you narrow down your restaurant’s loyalty technology search. …
The success of any customer loyalty program is based on getting your customers to sign up for it. Thanx provides actionable tips to help.
Panel from The Car Wash Show 2017
True to the category name, everything about C-Stores is designed for convenience. They are easy to access, easy to navigate, and are typically open around the clock. But savvy owners and marketers are realizing that relying on location and convenience alone isn’t enough when you’re looking to drive revenue.
When it comes to customer loyalty, a few business verticals are known for their heroic efforts — airlines, grocery stores, and even coffee shops (with Starbucks as the shining example). However, convenience stores haven’t done a good job of building customer loyalty, even though they could benefit immensely from customer retention.
Your loyalty program can be the backbone of your data collection, your customer outreach, and your marketing efforts. When executed well, it can also be an enormous profit-driver for your restaurant. Below are five loyalty program best practices that drive revenue by delighting your customers.
How do businesses build truly loyal customers? It’s not just about installing a loyalty program — it’s how you use it. Here’s how to optimize the experience for your loyal customers so that they stay loyal for life.
Thanx CEO Zach Goldstein spoke to the theme of “Untangling Tech” at FSTEC 2016 — presenting to restaurant owners and operators, he made a case for why a brand’s mobile presence cannot be a “check-the-box” initiative.
I worked my way through college as a hostess, waitress, and bartender in a college town restaurant. After graduation, I moved to Silicon Valley just in time for the dot com era. I began working for technology companies, but never lost my love for the restaurant industry.
Opt-out, not opt-in, is a loyalty program best practice. Read on to see how you can use this consumer psychology hack to keep more customers enrolled.
The croissant in your tiny bakery and café was just named the best in the country by Bon Appetit Magazine. Amazing news, right? Yes… Unless your heart is with your loyal customers who stop by every morning for a coffee and pastry on their way to work.
New Survata survey data reveals how consumers interact with brands’ loyalty programs — the answers might surprise you. We broke down the most interesting stats to help merchants avoid the pitfalls of traditional loyalty programs and instead, create a program their guests actually want to use.
Most loyalty programs fail. Here’s why:
Want to give your loyalty program an extra boost? Pay attention to these critical metrics in order to supercharge your loyalty program success.
The state of loyalty marketing today Loyalty marketing seems to be having a resurgence and it’s all being driven by an increased focus on customer lifetime value and data-driven business decisions. As a result, we’re seeing overhauls of long-standing loyalty programs to be geared more toward high-LTV customers (e.g. Starbucks and American Airlines) and we’re
You’re a retention marketing superstar — which is why you’ve invested part of your marketing budget towards keeping your loyal customers happy with rewards, personalized communication, and VIP treatment. But it doesn’t stop there — not even close. Here are three ways great businesses keep their finger on the pulse of their customer loyalty program.
The Car Wash Show is the biggest event of the year for the car wash industry. Speaking to a packed house in Nashville, Thanx CEO Zach Goldstein shared the top ways car wash operators can develop marketing strategies that drive revenue.
On the surface, Thanx is an effortless experience for both merchants and their customers. However, behind that magic is a whole lot of math. We work tirelessly to scientifically prove that our incentive programs are generating real ROI for all Thanx merchants. Read on to see how we optimized our industry-first viral marketing campaign, maximizing social sharing and invite conversion and, most importantly, revenue.
Thanx CEO, Zach Goldstein, and Dewey’s Pizza Managing Partner, David Igel, discussed how winning loyalty progams differ from the status quo. In order to retain and engage customers long-term, a loyalty program must add value — not additional steps and confusion — to the customer experience. Here’s how Dewey’s developed a restaurant marketing strategy bold enough to fuel growth, while staying consistent with their focus on hospitality and experience.
Figuring out how to improve customer engagement can make or break a multi-location car wash’s future. With more engaged customers, car washes see more frequent visits, higher average spend, and significantly improved lifetime value — i.e. everything required for long-term success
In this video interview, Wash Me Fast Chief Strategic Officer Jimmy Starnes explains exactly how he uses new technology to drive higher levels of customer engagement. Watch to learn specific ways that car washes can use tools like 2-way feedback and winback marketing to increase sales and maximize profit.
Whether it’s a restaurant buying better meat to improve quality, or a car washpurchasing top-of-the-line equipment to improve satisfaction — every business decision is motivated by making customers more loyal. However,
- If you polled 100 business owners and asked, “Do you care about loyalty?”, only 95%+ would agree, “Yes.” We should see 100% consensus.
- If you asked these same business owners, “Do you care about retention marketing?”, maybe 60% would agree “Yes.” Should be 100% consensus.
- If you further narrowed the question to, “Do you care about loyalty programs?”, you might see 30% in agreement. And yes, consensus here should also be 100%.
There’s only one conclusion we can draw from the above — “customer loyalty” suffers from an identity crisis.
Prioritizing customer signups is the number one way to drive ROI and reap the full value of retention and loyalty marketing. With more customers enrolled, you get more data to execute personalized marketing, which drastically increases overall engagement and sales.
Below are the five easiest, most powerful ways to get more customers and drastically increase your subscriber base.
Frequent readers of the Thanx Blog will know inside and out the benefits of customer retention marketing versus customer acquisition marketing. Essentially, paying money to attract new customers does not make sense unless you can earn repeat visits.
However, merchants continue to be misled about how the economics of acquisition affects their business. Case in point — a recent analysis of customer acquisition from ex Groupon CEO Andrew Mason, and a single reply from an ex-Groupon customer. Let’s take a look, as we unpack our second new year’s resolution about how to solve marketing in 2016 and beyond.
Make no mistake — fine dining restaurants’ success comes down to building proprietary data and developing personalized marketing campaigns to drive consistent repeat business.
Of course, the execution of such a straight forward goal requires implementing several best practices relevant specifically for fine dining marketers. In no particular order, here are this year’s three most important new year’s resolutions for fine dining marketers.
Figuring out how to improve customer satisfaction can make or break the future for restaurants and retailers. With more satisfied customers, brands see more referrals, more frequent visits, higher average check sizes — everything required for long-term success.
In this video interview, Wednesday Seven owner Maura Feingold explains exactly how she uses feedback to delight customers and ensure a top-notch experience at every visit. Watch to learn specific ways that leading brands like Tomatina have transformed feedback and VIP marketing into sales-creating assets.
CEO Leslie Silverglide explains exactly how Mixt Greens has improved customer loyalty. Watch to learn the strategies she’s put in place to grow Mixt Greens into one of the most successful eateries in California.
For a restaurant executive, success generally comes down to one capital “T” Truth — provide excellent customer service and customers will continue to return. Generally, the last mile after top-quality food and atmosphere remains the same — add a personal touch to guests’ experience, often by visiting them at the table as they dine.
Unfortunately, executives managing multiple locations simply cannot be in more than one place at the same time. That’s the challenge tackled in a podcast from Rob Markey, partner at Bain & Company, Co-author of “The Ultimate Question 2.0,” and host of the Net Promoter System Podcast
Click here to find out how restaurant chains are discovering the special sauce of Net Promoter feedback. You can see a summary of the conversation below.
When Apple Pay came out last year, one technology stood out from the rest during Eddy Cue’s presentation on Apple Pay’s security: tokenization. In one fell swoop, Apple had a solution to solve the challenge of getting consumers to register their credit cards with Apple Pay.
Today, with the rise of card-linked offers technology, the use of tokens has started popping up in more and more consumer apps and experiences. Let’s take a look at exactly what these developments mean and how this technology protects consumers and their credit cards.
Is your car wash signage attracting quality customers? Thanx provides actionable car wash marketing tips for your signage to attract great customers.
Making mobile marketing work at a car wash is now within reach. Here are the top marketing car wash tips to improve customer relations and drive sales results.
For any car wash business operator, one of the biggest frustrations is how building personal relationships with a handful of customers seems imminently possible, but buildilng similar connections with all customers seems near impossible.
The reality is that customer relationships are complicated. It’s not like the old days, when heading to the car wash was somewhat of a fun outing with the kids or a laugh with friends. Nowadays, car wash owners are vying for the attention of their customers in a much different world — a mobile world. And though it might seem like an intimidating world of technology out there, with customers spending 24 hours a day, 7 days a week on their phones, a better strategy is to embrance new tech for the amazing opportunity it can be. Let’s look at how to make the car wash experience fun and engaging again, but through the medium that has everyone glued — mobile!
Shenaniganz, a Dallas-based family entertainment center with bowling, laser tag, miniature golf, go-karts, and other attractions, was accustomed to seeing huge spikes in customer traffic during vacation breaks and holidays. The company’s marketing team suspected that these spikes occurred because most customers only visited on special occasions, and thus sought a solution for garnering more regular visits and visitors.
Rather than working off of speculation alone, Shenaniganz commissioned an in-depth analysis of customer behavior. Their results were remarkable: 52% of customers had only visited one time and over 86% of customers had not returned in 4 months. Armed with this staggering insight, Shenaniganz implemented a data-driven customer relationship marketing and rewards program with the goal of increasing sales and customer satisfaction.
Starbucks name? We all think we’re unique when we tell our friends or post that picture to Instagram of an entirely fabricated name. Yeah, you know what I’m talking about. Fed up with the Barista’s constant, “And how do you spell that?,” you’ve adopted a new, more witty title.
But, sorry to tell you, you’re not alone and, maybe, you’re not as funny and as you think. You’ve actually been participating in Starbucks own brand loyalty program. Essentially, you’re working for them, and for free!
Ever wondered what it takes to build an app that tons of people download AND use? Welcome to a not-so-exclusive club. Statista predicts that app downloads will hit ~270 billion in 2017.
So, let’s take a look at the numbers behind consumers’ use of apps to figure out exactly what’s working, what’s not, and what to do if you want to build an app your customers will love.
Thanx recently participated in Mediaplanet’s Loyalty and Rewards initiative: industry thought leaders united to shed light on customer satisfaction and how to create beneficial merchant / customer relationships. You can pick up a copy of the Loyalty and Rewards publication in the March 13 edition of USA Today.
As we’ve covered before, there’s no better predictor of a multi-location, brick-and-mortar business’s long-term success than its best customers. “VIPs” spend more money, they refer more new customers, and they are the best brand advocates – hands down.
Due to VIPs’ importance, every businesses should have a VIP marketing strategy in place. Let’s take a look at the marketing solutions that are best suited to drive sales from VIPs and retain their business (while also being mindful that marketers want to reduce hassle as much as possible).
Email marketing serves one purpose: customer retention – essentially, existing customers subscribe to receive email updates and subsequently should visit more often. Prior to the mobile explosion, email served as a solid way to reach customers.
Now, with mobile overtaking email as customers’ preferred method of digital contact, personalization, relevance, and timeliness have become mandatory tactics for effective communication. As a result, email marketing on its own cannot change customer behavior. Fortunately, by complementing email with other data sources, email marketing has the potential to be even more effective than it was before.
With recent announcements about new strategic moves for DD Perks, time to check in on the status of the the widely-covered Dunkin’ Donuts loyalty program. Here’s what’s working, what’s not, and key opportunities for the company going forward.
At the simplest level, customer rewards and promotions attempt to change customer purchasing behavior. Brands experiment with seeminlgy every type of promotion, whether monetary (e.g. discounts or BOGO offers) or non-monetary (e.g. exclusive access or brand-relevant experiences) to drive customers to spend more or spend more often.
“Experiment,” of course, being the operative verb. If nothing else, marketing success comes from iteration. In order to iterate, however, marketers have to know what’s actually working – and there’s only one way to do that: close the loop. Here’s what “close the loop” means and why it’s so important for loyalty and rewards programs.
If the answer to any is “No, we can’t,” now might be a good time to start investigating how to address this opportunity. Those multi-location merchants that do have a firm grasp on customer engagement and relationship management are best situated to increase revenue and reduce customer churn. Here’s why:
At Showmars, 80% of what we do is driving repeat business by giving each customer who walks through the door an experience that makes them want to come back.
Many businesses opt for a plastic card solution to try to incentivize customers to return to their stores more frequently. The problem is, however, that plastic card programs result in high churn rates and fail to change customer behavior. In a new case study, Mixt Greens demonstrates how a better customer experience can positively impact the bottom line.
The following expert analysis of customer loyalty best explains how loyalty will evolve in 2015. Considered together along with the key stats from 2014, marketers should be all set to understand what it takes to build a modern and successful retention marketing program.
Planning for loyalty success in 2015? You’ve come to the right place. Here are the key retention marketing stats we’ve seen in 2014 that will shape brand success in the coming year.
There’s no better time than now for restaurants to take stock of what’s working and what’s not. As technology evolves, and personalization becomes more and more important, restaurants need ways to make sure customers keep coming back. Here are three ideas to do just that.
. In our work with hundreds of restaurants across the country, we found that over the last several years, restaurant revenue declined by 22 to 45 percent during the post-Thanksgiving holiday period.
Investing in a loyalty program represents an important opportunity for merchants. To ensure smart decision-making, merchants should understand how the new program will affect their business. Here are the five most important factors to consider:
Showmars, a rapidly growing 30-location restaurant brand based in Charlotte, has found success by developing strong relationships with customers. A new case study featuring commentary from Executive Vice President David Prosser analyzes how Showmars rolled out an effective loyalty rewards program to make customer relationships even better.
Whole Foods made a splash announcing a loyalty pilot in Princeton, New Jersey earlier this quarter. Should the Whole Foods loyalty program prove successful, the company plans to take it to Philadelphia in the near term and then nationwide by late 2015. As with any big move from a large brand, retention marketers should take note – particularly when that big brand strays from how it traditionally has done business. Let’s have a look at the four most important takeaways:
The most successful retention marketing fosters mutually beneficial relationships between merchants and their best customers. To create such a high-performing program, merchants need more than generic customer insights; they need proprietary data that maps how customers experience their particular brand. Seek out those innovative providers who can deliver actionable information in order to earn a higher ROI on your loyalty investment.
Trying to decide if you should focus your efforts on customer acquisition or customer retention? Thanx shares the value of customer retention marketing and how it drives long-term business success.
With the rapid rise of online commerce, retailers have asked themselves how brick-and-mortar stores can win. To be clear, brick-and-mortar stores aren’t going anywhere. Smart marketers know that in this case “how” isn’t a question; it’s an opportunity to establish a competitive advantage.
There are a ton of customer loyalty software options out there; choosing correctly can seem overwhelming. Stakes are high, as loyalty programs come with switching costs. In addition to the software itself, brands also need to manage customer churn. Here’s how to ensure success during your evaluations.