Orti's Organic Bakery
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Orti's Organic Bakery will encourage customer loyalty through the following means:
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Orti's Organic Bakery Club membership is offered via a sign at the checkout stating "Is eating our organic baked goods becoming a habit for you? Join Orti's Organic Bakery Club to earn rewards and discounts every time you visit. Membership is free!"
Clerks will reiterate this message, by being encouraged to recognize regular customers, and asking each customer if they are a member upon checkout and entering their membership into the computer if they would like. Joining Orti's Organic Bakery Club requires the customer to write their name and email address on a short form. They are given a membership card at that moment. Their name and email is entered into the computer during down-time or after hours if needed and associated with the membership number they were given.
Orti's Organic Bakery Club members are signed up to receive the e-newsletter automatically, and both the dollars they spend and the number of orders they make are tracked and associated with their account. Offers they may be given include:
The most loyal customers will be solicited to participate in surveys which attempt to discern what new items might be popular and how the service experience can be improved. These surveys will take place quarterly, and those whose suggestions are used will be rewarded with gift cards. Through this involvement, loyal customers will help to improve service, which should bring in additional customers on its own. They will also have something to tell their friends about and will be likely to tell others that Orti's Organic Bakery listened to their suggestions and gave them a gift for participating.
The WOW Process is the method by which Orti's Organic Bakery employees create a consistent and comfortable experience for customers. The Process includes:
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