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Access ® & WALS – Building Customer Loyalty - PowerPoint PPT Presentation


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Access ® & WALS – Building Customer Loyalty. Clean facilities Turn out clean cars Good equipment Friendly staff Easy access Simple to use Good value. Needed services Well lit Convenient hours No surprises Short lines Safe and secure Treated well.

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Presentation Transcript
good operators are good at customer satisfaction
Clean facilities

Turn out clean cars

Good equipment

Friendly staff

Easy access

Simple to use

Good value

Needed services

Well lit

Convenient hours

No surprises

Short lines

Safe and secure

Treated well

Good Operators are Good atCustomer Satisfaction
common view of customer loyalty
Common View of Customer Loyalty

Satisfied

Customer

LoyalBehavior

benefit of loyalty programs
Loyalty members average2.6 washes per monthversus0.5 washes per monthfor average customerBenefit of Loyalty Programs

Based on WashAccess loyalty member data

benefit of loyalty programs5
Over 64% of U.S. households said that loyalty programs were important in the shopping decisionsBenefit of Loyalty Programs

Based on AC Nielson Survey

keeping customers
Merchants can increase revenue by nearly 50% from retaining only 5% more of their customersKeeping Customers

Based on Fredrick Retchheld, the Author of “The Loyalty Effect”

how do we build loyalty
How do we build loyalty?

WALS

Wash Access Loyalty System

wals what is it
Web-based, Secure Loyalty System – located at www.WashAccess.com

Exclusively designed and developed for PDQ ACCESS™ Units

WALS allows carwash operators to maintain their loyalty and gift accounts.

Each carwash operator is provided a loyalty club under WALS

Loyalty car wash transactions are sent by PDQ’s ACCESS™Units to WALS for processing

WALS is like a credit card processing center for loyalty car wash transactions

WALS… What is it?
wals what is it cont
WALS is an ideal loyalty club management system for both single-location operators and multiple-location operators

WALS has a centralized database – one account can be used at multiple locations

Car wash transactions are processed in real-time by WALS

WALS… What is it? (Cont.)
wals what can it do
Key features in WALS:

Unlimited number of accounts

Unlimited number of locations/ACCESS units

Supports both debit (prepaid) and credit (post-pay) accounts

Supports both package-based and funds-based accounts

Supports loyalty cards (cards with a magnetic strip)

Supports card-less accounts (6-digit member numbers)

Automatically sends customized “thank you” email to a member after each carwash

WALS… What can it do?
wals what can it do11
Key features in WALS (continued):

Carwash owner can schedule emails to all members – to announce promotions and as reminders of the carwash owner’s gifting program. For example – car wash packages are a great gift idea for Father’s Day – call 920-555-1212 to order gifts or refer them to a the carwash owner’s Web Site

Carwash owner can schedule emails to members that have not used their membership in a certain number of weeks – reminding them that they have a balance of $xx.00

After adding a new account, the carwash owner can email a Wallet Card to the new member instead of mailing a loyalty card

WALS… What can it do?
wals wallet card
WALS – Wallet Card

Provide a wallet card instead of providing a loyalty card

Wallet cards can be printed and/or emailed to the member

wals wash codes mail merge
WALS – Wash Codes - Mail Merge

Mail merge a list of wash codes with a label template in Microsoft WORD

wals wash codes promotions
WALS – Wash Codes - Promotions

Mail merge a list of wash codes with a promotional letter created in Microsoft WORD

going beyond wals with a club interface
WALS allows the carwash owner to maintain the accounts under their loyalty club

A Club Interface allows loyalty members to maintain their own accounts online over the Internet

Going Beyond WALS with a Club Interface
club interface
With a club interface :

Loyalty club members can maintain their own accounts

Internet users can join the loyalty club using their credit cards

Internet users and members can purchase gifts for friends and family using a credit card

Loyalty club members can replenish their accounts using their credit card

The club interface provides a 6-digit wash code number (member number) which will allow the member to use their membership immediately

Club Interface
on line demonstration
On-Line Demonstration

Customer can select a number of packages

Customer can select a prepaid account

WashClub PurchaseStep 1

on line demonstration24
On-Line Demonstration

Customer chooses own user name and password

Customer info for future communication

Email for easy correspondence

WashClub PurchaseStep 2

on line demonstration25
On-Line Demonstration

Show instructions on how to use

Identifies multiple locations

Provides customer with an immediate wallet card that they can use

WashClub PurchaseStep 3

getting customers to the web site
Printed receipt paper with web site name

Cross-advertising with similar businesses- gas station, oil change, etc.

Direct advertising

Radio

Billboards

Mailers

Getting Customers to the Web Site
slide27
WALS and a Club Interface are the perfect combination for the owner that wants to build strong customer loyalty!