How Sushi Shop trained their sales team in a customer-centric way
To face the real lack of customer loyalty.
To counter an inactive customer rate reaching 50%, we created a Business Relationship Management Programme called “Come In”.
How does it work?
From the customer side, an easy but efficient bonus system was launched, allowing clients to earn 5% extra for each order they place. They could then freely choose to cumulate this or use their rebate to pay for their next order within 3 months. Thanks to personalised reminder e-mails based on customer buying profiles, the sales per outlet increased significantly.
Internally, we also developed training and motivation programmes to re-boost sales.
And to maintain brand preference at the top, we also launched an exclusive mobile app, giving customers access to personalised offers, new products and gifts.
In short, from poor loyalty to delighted customers!
This strategy also helped Sushi Shop to improve their perceived price positioning.