Loyalty Program Employee Manual
Chapter 1: Introduction to the Loyalty Program
Chapter 2: Structure of the Loyalty Program
Chapter 3: Earning Points
Chapter 4: Rewards and Perks
Chapter 5: Redeeming Points
Chapter 6: Promoting the Loyalty Program
Chapter 7: Customer Queries and Troubleshooting
Chapter 8: Feedback and Improvement
Chapter 1:
Chapter 1: Introduction to the Loyalty Program
Welcome to our Loyalty Program. As a company, we value our customers and believe in rewarding their loyalty. We understand that our success is hugely dependent on the satisfaction and loyalty of our customers. Therefore, we have developed a comprehensive Loyalty Program to show our appreciation and to ensure that our customers feel valued.
Our Loyalty Program is a tier-based system where customers earn points based on their interactions and transactions with our company. These points can then be redeemed for a variety of rewards and perks. The more points a customer accumulates, the higher the tier they reach and the better the rewards and perks they receive.
The program is divided into four distinct tiers: Bronze, Silver, Gold, and Platinum. Each tier comes with its unique set of rewards and perks. All customers start at the Bronze level and can progress through Silver and Gold to reach the Platinum level.
In this manual, we will provide a detailed description of each tier, the points needed to reach each tier, and the rewards and perks associated with each tier.
Our goal is to ensure that you, as a member of our team, are well-equipped to explain the Loyalty Program to our customers and to help them make the most of the benefits. We firmly believe that a well-informed customer is a loyal customer.
We encourage you to read through this manual thoroughly to understand the intricacies of our Loyalty Program and to be able to communicate them effectively to our customers. Your role in explaining and promoting our Loyalty Program is key to its success, and ultimately, to the satisfaction and loyalty of our customers.
Chapter 2:
Chapter 2: Structure of the Loyalty Program
Our Loyalty Program operates on a tiered structure. This structure allows customers to earn points through various interactions and transactions with our company and ascend through the levels to unlock increasingly desirable rewards and perks. Here is an overview of the structure:
2.1 Bronze Tier
The Bronze Tier is the initial level where every customer starts. To remain in this tier, there is no points requirement.
2.2 Silver Tier
To ascend to the Silver Tier, customers need to accumulate a total of 3,000 points. The points can be earned over any period, and there is no expiration date.
2.3 Gold Tier
The Gold Tier requires customers to have accumulated a total of 10,000 points. As with the Silver Tier, these points can be earned over any period and do not expire.
2.4 Platinum Tier
The Platinum Tier is our highest level. To reach this tier, a customer needs to have accumulated a total of 30,000 points.
Our Loyalty Program is designed to reward customers for their continued patronage and engagement with our company. The more a customer engages with us, the more points they earn, and the higher the tier they reach. Each tier comes with its own set of unique rewards and perks, which improve as customers move up the tiers.
As a member of our team, it’s important to understand the structure of our Loyalty Program and to effectively communicate it to our customers. By doing so, you will help our customers understand the benefits of continued engagement and encourage them to make the most of the Loyalty Program.
Chapter 3:
Chapter 3: Earning Points
In our loyalty program, customers can earn points through various activities, some of which come at a cost. The more engaged they are, the more points they accumulate, allowing them to progress to higher tiers and unlock more rewards. Here are the ways customers can earn points:
Social Media Engagement
- Following us on Facebook: Costs $1, earns 50 points.
- Following us on Instagram: Costs $1, earns 50 points.
- Shouting out on Facebook and social media with a picture of their car: Costs $5, earns 250 points.
- Reposting with our hashtag: Costs $5, earns 250 points.
Review and Testimonial Participation
- Leaving a review on Facebook: Costs $5, earns 250 points.
- Leaving a review on TrueCar: Costs $5, earns 250 points.
- Bonus for three reviews on different platforms: Costs $5, earns 250 points.
- Leaving a review on Google: Costs $7, earns 350 points.
- Leaving a review on CarGurus: Costs $7, earns 350 points.
- Leaving a review on Carfax: Costs $7, earns 350 points.
- Creating a 30-second long video testimonial: Costs $10, earns 500 points.
Payment and Purchase Activities
- Setting up ACH payments: Costs $5, earns 250 points.
- Making 5 consecutive payments: Costs $5, earns 250 points.
- Making 10 consecutive payments: Costs $10, earns 500 points.
- Making 20 consecutive payments: Costs $20, earns 1,000 points.
Referrals and Anniversaries
- Referring a customer who purchases a car: Costs $150 for BHPH & $200 for cash, earns 7,500 – 10,000 points.
- 1 year Anniversary with the dealership: Costs $5, earns 250 points.
Miscellaneous Activities
- Posing with a new car: Costs $5, earns 250 points.
- Birthday Bonus: Costs $5, earns 250 points.
Customers are encouraged to participate in these activities not only to earn points but also to engage more with our brand and community. This will help to foster a sense of belonging and customer loyalty.
Chapter 4
Chapter 4: Rewards and Perks
In our loyalty program, we offer a variety of Rewards and Perks to our valued customers as they accumulate points and progress through the tiers. Each tier comes with its unique set of benefits. It is important for you, as a member of our team, to understand these rewards and perks and be able to communicate them effectively to our customers.
4.1 Bronze Tier
This is the entry-level tier where every customer starts. Perks for this tier include:
- 5% off parts and accessories at select retailers.
4.2 Silver Tier
Upon reaching 3,000 points, customers move up to the Silver tier. Rewards and perks at this level are:
- Reward: A free oil change worth $65 (once per year).
- Perks: Free annual inspection worth $25, no payment processing fees.
4.3 Gold Tier
A total of 10,000 points promotes customers to the Gold tier. The rewards and perks for this tier include:
- Rewards: A free window tint and one free mobile detail service (once per year).
- Perks: Exclusive financing options, priority access to loaner vehicles.
4.4 Platinum Tier
At 30,000 points, customers reach our top tier, the Platinum level. The rewards and perks for this tier are:
- Rewards: A deluxe carwash membership for a year and an extended warranty for the life of the loan.
- Perks: Priority for upgrading to a new vehicle, VIP service priority, and 24/7 emergency roadside assistance.
Take time to familiarize yourself with these rewards and perks and ensure our customers are well-informed. A well-executed explanation could be the key to moving a customer from consideration to participation in our loyalty program.
Chapter 5:
Chapter 5: Redeeming Points
Redeeming points in our Loyalty Program is designed to be simple and user-friendly, even without the use of an app or advanced technical features. We want to ensure that all our customers, regardless of their technical abilities, can easily access and enjoy the benefits of our program. Here is how customers can redeem their points:
5.1 How to Redeem Points
To redeem points, customers simply need to present their BHPH Account # when making a purchase or booking a service.
Our OpenAsApp will manage and track their points and our staff will inform the customer about their current points balance and the rewards or perks they are eligible to redeem.
When a customer does an action for points, they must inform our staff by SMS or Calling. Once action is confirmed, we will notify them through text congratulating them, providing the points they earned, and the closest milestone to be redeemed.
Every month we will send them an email or sms with their points and incentives to continue to earn points.
5.2 Points Balance
Customers can check their points balance at any time by contacting our customer service team. They will provide the current points balance and guide the customer on how they can redeem their points against the available rewards and perks.
As a team member, it is crucial that you understand the process of redeeming points and can guide our customers through it. This ensures a smooth redemption process and enhances our customers’ experience with our Loyalty Program.
Chapter 6:
Chapter 6: Promoting the Loyalty Program
Promoting our Loyalty Program is essential to ensure its success. We want to make sure our customers are aware of this value-added service and how they can benefit from it. Here are some strategies to effectively promote our Loyalty Program.
6.1 In-Store Promotions
One of the most direct ways to promote the Loyalty Program is through in-store promotions. Staff can inform customers about the program during check-out or any customer interaction. Additionally, promotional materials such as posters, flyers, and brochures can be displayed in prominent areas in the store to attract attention.
6.2 Email Marketing
Email provides a direct line to our customers. We can send targeted emails to our customers to inform them about our Loyalty Program, the benefits they can enjoy, and how they can sign up.
6.3 Social Media
Social media platforms are a great way to reach a wider audience. Regular posts about the Loyalty Program, highlighting various rewards, and sharing testimonials from satisfied members can help attract more customers to the program.
6.4 Word of Mouth
Happy customers are the best promoters. Encourage our loyal customers to share their positive experiences with friends and family. This can be incentivized through a referral program, where existing members earn additional points for every new customer they refer to the program.
6.5 Staff Training
Ensure that all staff members are well-trained and knowledgeable about the Loyalty Program. They should be able to explain the program’s benefits, the structure, and the redemption process to customers effectively.
As a member of our team, your role in promoting the Loyalty Program is crucial. Remember, the success of the program relies on our ability to effectively communicate its benefits to our customers.
Chapter 7:
Chapter 7: Customer Queries and Troubleshooting
In any program, it is common for customers to have queries or face issues. This chapter will guide staff on how to handle common customer queries and troubleshoot typical problems that may arise.
7.1 Customer Queries
Customers may have questions about the Loyalty Program, such as how to earn points, the perks of each tier, or how to redeem points. Always provide accurate and clear information, and do not hesitate to seek assistance from a supervisor if unsure about the answer.
7.2 Troubleshooting
Sometimes, customers may face issues such as:
- Points not reflecting in their account: If a customer claims that they have not received points for a purchase, cross-verify the transaction details. If the transaction is valid, manually add the points to their account.
- Difficulty in redeeming points: If a customer is having trouble redeeming their points, guide them through the process. Check their points balance to make sure they have enough points for the desired reward.
- Lost or forgotten membership number: If a customer loses their Loyalty Program card or forgets their membership number, help them recover their number or issue them a new card, if necessary.
7.3 Handling Complaints
If a customer is not satisfied with the program or has a complaint, listen to their concerns and try to resolve the issue promptly. If it cannot be resolved immediately, assure the customer that their issue is being addressed and follow up until the problem is resolved.
7.4 Feedback and Suggestions
Encourage customers to provide feedback and suggestions about the Loyalty Program. This can help us improve the program and make it more beneficial for our customers.
Remember, our aim is to provide excellent customer service at all times, and this includes helping customers with their queries and resolving any issues they may encounter with our Loyalty Program.
Chapter 8:
Chapter 8: Feedback and Improvement
Regular feedback and continuous improvement are key to the success of our Loyalty Program. This chapter guides you on how to collect feedback and use it to improve the program.
8.1 Collecting Feedback
Feedback can be collected through various methods:
- Customer Surveys: Conduct online or in-store surveys to get customer feedback on various aspects of the Loyalty Program. Ask specific questions about their experience, the rewards they value most, and any improvements they would suggest.
- Feedback Forms: Provide feedback forms at the store or via email for customers to share their thoughts and suggestions.
- Direct Interactions: Encourage staff to ask for feedback during their interactions with customers.
8.2 Analyzing Feedback
Once feedback is collected, it should be analyzed to identify trends, common issues, and possible improvements. Look for patterns in the feedback and prioritize issues based on their frequency and impact.
8.3 Implementing Improvements
After analyzing the feedback:
- Address Issues: If customers are facing issues or have complaints, take immediate action to resolve them.
- Enhance Rewards: If customers suggest new rewards or show a preference for certain types of rewards, consider modifying the program to meet their preferences.
- Streamline Processes: If customers find certain aspects of the program complicated or inconvenient, work on streamlining these processes.
8.4 Communicating Changes
Communication is crucial when implementing changes. Ensure customers are informed about any changes to the program, why these changes are being made, and how they will benefit from them.
Remember, the goal of feedback and improvement is to enhance customer satisfaction and loyalty. Your role in collecting feedback, identifying areas for improvement, and implementing changes is crucial to the success of our Loyalty Program.
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