5 Ways to Reward Clients and Build Loyalty with John Harms of Millennium Systems International

2. 5 WAYS TO REWARD CLIENTS
AND BUILD LOYALTY
• Educators
• GoToWebinar Overview
• Webinar Presentation
• Additional Resources
2
MILLENNIUM FEATURED WEBINAR

3. YOUR EDUCATORS
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BRITTANY MACHI
P R E S E N T E R
H O S T
Brittany Machi has a background in Elementary Education, as well as
English. As a member of the Education team, she focuses her time on
educating businesses, as well as furthering the education of the
internal employees. She is actively involved in creating curriculum,
administering exams, and communicating with businesses to
determine their educational needs.
John Harms, CEO and Founder of Millennium Systems International,
has been designing leading software in the Beauty industry since 1987.
Besides software development, John enjoys educating businesses on
key growth indicators and how technology can be more than a front
desk tool.
JOHN HARMS

4. GOTOWEBINAR OVERVIEW
o All attendees are muted upon entry to the webinar.
o The webinar is in “listen only” mode for attendees.
o If you have questions for the presenter(s) or host, please enter them
into the “Questions” box in the panel on the right hand side of your
screen.
o At the end of this webinar, please take some time to fill out the brief
survey that will be sent to you via e-mail.
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5. M A R C H 2 5 , 2 0 1 5 5
WEBINAR PRESENTATION
• 3 Reasons Why Client Loyalty
Matters
• 5 Ways to Reward Clients and
Build Loyalty
• 4 Loyalty Programs that Work
5 Ways to Reward Clients and Build Loyalty
Clients are the heartbeat of our industry – their
experience will determine their impression of your
business. Knowing how to reward clients, and
build loyalty will allow you to generate revenue,
boost business growth, and expand the brand
you’ve created. Join John Harms, Founder and
CEO of Millennium Systems International, to learn
how to increase revenue and improve key
performance indicators with 5 ways to reward
clients and build loyalty.

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WHY DOES CLIENT LOYALTY MATTER?

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WHAT DOES CLIENT LOYALTY REALLY
EVEN MEAN?
RETENTION+AVG
TICKET+FOV+REFERRALS

8. 3 REASONS WHY CLIENT LOYALTY
MATTERS
It’s easier to up-sell
and cross-sell
to loyal clients.
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9. 3 REASONS WHY CLIENT LOYALTY
MATTERS
Loyal Clients
Refer Friends/Family
FREE Marketing
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10. 3 REASONS WHY CUSTOMER LOYALTY
MATTERS
Loyal clients have a
long-term impact
on your business.
5 Visits Per Year @ $50 = $250/yr
7 Visits Per Year @ $70 = $490/yr
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11. LIFETIME VALUE
Average Lifetime Value of a Client:
$3,000
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12. M A R C H 2 5 , 2 0 1 5 12
REWARDING CLIENTS AND BUILDING
LOYALTY

13. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
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Implement a Loyalty Program

14. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
Client Loyalty System that Influences Buying
Behavior
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LOYALTY PROGRAMS
Reward Clients for Behaviors that will
Generate Revenue, Increase Frequency of
Visit, and Foster Business Growth

16. KEY TO LOYALTY SYSTEM SUCCESS…
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Build a culture around the loyalty system
starting with your employees and educating
your clients.

17. 4 LOYALTY PROGRAMS THAT WORK
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Prebooking their Next Visit

18. 4 LOYALTY PROGRAMS THAT WORK
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Retail Purchases

19. 4 LOYALTY PROGRAMS THAT WORK
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Referring New Guests

20. 4 LOYALTY PROGRAMS THAT WORK
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Trying New Services

21. 4 LOYALTY PROGRAMS THAT WORK
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Suggestions:
- Expire points every 18 months
- Pay employees even if points redeemed
- Only allow redemption of ‘whole’ items –
full product or service

22. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
Offers:
- Birthday
- Anniversary
- Exclusive Events
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23. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
Gift Cards
- Top 50 Spenders
- 50 Longest Time Clients
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24. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
One-to-One Marketing
- No more massive email blasts
- Targeted offers and emails based on
services a client gets, whether they’ve
bought retail in the past, how long since
their last visit…
- Clients want to feel like you know them
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25. 5 WAYS TO REWARD CLIENTS AND
BUILD LOYALTY
Offer
-Memberships
-Packages/Series
- Encourage Standings
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26. ADDITIONAL RESOURCES
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• Remote Training
• On-Site Training & Installation
• Corporate Training
• Online Webinars
BUSINESS SUPPORT TRAINING OPTIONS
• Phone: 973.402.8801
• Email: support@harms-software.com
• Monday–Friday: 9am to 8pm EST
• Saturday: 9am to 5:30pm EST
• Community Site:
www.mymillenniumcommunity.com