"I thought, this I can do, this is a good fit for our business."
"We are a 10,000 sq foot store that specializes in silk floral, home decor, and we also have a women’s boutique section so we are very diverse in our product mix. We, like everyone else, are trying to navigate through this difficult retail environment. One thing that I realized a couple of years ago after being in business 13 years is that in the heyday of retail everything was fantastic and you didn’t have to do much for your business because everything sold and what you did or didn’t know didn’t really matter.
So that’s how I found my way to Bob and Susan. I met Bob in Atlanta at a trade show. I heard him speak once and liked him. About 6 months later I heard him speak again and that’s when I purchased the Retail Mastery System.
Building Customer Loyalty
I purchased the Retail Mastery System from Bob and Susan probably 2 years ago and let it sit on the shelf for several months before I dove in and started doing things. I let it sit on the shelf for too long! I’m now delving pretty heavily into a good portion of such as the customer loyalty which we’ve been doing actively for a little over a year now.
I thought 'this I can do, this is a good fit for our business' because we are so relationship-based with our customers. So I took the loyalty program and tweaked it a little for my business. My store has almost 11,000 people in our Old Fashioned Customer Loyalty Program.
In one year our program grew by 3500 people—that’s huge! Plus, 80% of the people who come in to our store sign up. The loyalty program thing, I tell ya people love it. I mean they love it.
As things get tighter you realize there is a whole bunch of stuff you do really well and a whole bunch of stuff you don’t really know. I needed to know how to do those things better if I wanted to stay in business longer."
