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No Customer Escapes

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Submitted By bushidochris
Words 522
Pages 3
Earlier this year we began our “No Customer Escapes” initiative. This project is to be our best customer service tool to date. We have designed this program to not only retain our customers but bring them back more often spending greater dollars. We are doing this by rewarding our customers, the more they spend, the greater their rewards. This project took us a total of 4 months. It was tough to do, but we stayed on our time line and rolled out our pilot on October 15th. This did cause us to go over budget, however, the money that was spent was worth it. We developed a program that exceeded the initial ideas, not only do our customers get rewards when they shop in our stores, but they also get rewards when they shop at our website.

For this project, not only did we implement the ability of each of our customers spending to be tracked, categorized and given rewards points accordingly, we also implemented a way to track our customers web purchases and give them rewards there. In addition, we also developed a way to give our customers printed coupons to use in our stores as part of their rewards. We have this program live in our Irvine stores currently, and we are seeing much success with it so far. Once we are done with this initial limited rollout, and the results are reviewed, we will be rolling this program out company wide.

On this project we had a very talented team working on it. Each of them brought something unique to the table that was an asset to this project. There isn’t anyone on the team I would have not included and although in the end we also had to include an outside contractor, this was not due to any inability of the team members, but rather the addition of more program requirements.

Although I am very happy with how this project turned out, I do have to express some concerns. As this program grows, there will be some changes

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