What happens if your customers stop coming back? 

When Jenny was in her early 20s she was the customer service champion of Sandwich Central. She was one of those people who always gave a smile with each order and asked a customer about their day. “Jenny your shift ended an hour go” she’d get told when her manager was locking up. She was young with a lot of enthusiasm and wanted to seize his opportunity to make it in hospitality.

Sandwich Central was a great little business on the corner of her street. Popular with the local business district, it would get pretty busy over lunch and Jenny would be serving flat out. She liked this though as she’d get to speak to loads of people each day. A quite day was a boring day. She always looked forward to hearing Jim’s update on the building he was designing or the stories from Alice about the gossip amongst her team!

On her walk to the venue one Thursday morning she noticed a new venue just around the corner – Lunch Surprise! She broke into a jog to notify her manager. This was trouble. Lunch Surprise had a fantastic sandwich selection and a much bigger venue. She barely spoke to her manager that day and the mood in Sandwich Central was stale.

Slowly but surely the flow of customers dropped off and Jenny grew increasingly anxious and frustrated. Her days were boring and seats were empty. One lunch they only made two sandwiches! It was hard to take as she was proud of her customer service and took this to heart. She wishes she could contact Jim and Alice again and find out why they moved on and offer them a reward to come back.

It was no surprise when she was told that the business was closing down and she’d have to find a job elsewhere. That was a depressing summer and an experience Jenny vowed never to have again.

The answer: start building a customer data base 

Fast forward 10 years. Jenny is walking to work and a new salad bar just across had two promoters outside offering free lunches that week. She got up this new competitors website as she finished her commute to the Salad Point branch on Leaf St. She thought it brave that an independent business chose to open near an esteemed Salad Point venue. After all, they were the best Salad venue in the city with venues dotted across most postcodes. She admired their effort though!

That Sunday she monitored the sales figures for the Least St venue a little more closely than usual. It was clear that there was a slight decline week-on-week, nothing to worry about though. Next week rolls around and it’s the same story, a 5% decrease though this time. Time to start worrying.

Luckily Jenny is much older and wiser. Times have changed since her days at Sandwich Central and technology has moved on leaps and bounds. She taps into her database of customers on the Ordoo Engagement Platform. She implemented the Ordoo mobile ordering app across all of her 19 venues and she can now see the purchasing history of all her Ordoo customers! She segments her customers that have ordered more than 10 times but who haven’t ordered in 7 days. She fires off a £1 push notification reward to 1,892 customers and sits back.

Next week her luck changes, sales have spiked and repeat orders are back on track. It was clear her regulars just needed a push. Jenny smiles at the power of technology, it’s good to be prepared for these events. Tracking customer’s purchasing behaviours and being able to push message and email to certain users is vital these days. Business continues as usual and more customers roll in through Ordoo as they get referred by their friends.

Whilst this is a made up story, the message is clear. Don’t leave it too late and starting build up a customer database automatically with Ordoo now! Jenny will thank you for it.