Here is a secret: why do some local shops attract customers? The answer is that online reviews can make or break a small business in today's digital-first world. Here's the catch: Satisfied customers often exit your store silently, while dissatisfied ones eagerly voice their complaints online. To thrive in today's digital marketplace, motivating content customers to share their positive experiences is crucial. As a store owner, you may ponder effective strategies to encourage happy patrons to spread the word about your business in the digital realm.

Enter the review plaque - a simple yet effective tool that may help.

What Are Review Plaques?

Review plaques are small, smart devices that sit on your counter. They allow customers to quickly leave reviews for your business with a simple phone tap. 

How Do They Work - Local SEO?

The process is straightforward:

1. As a customer completes their purchase.
2. You ask about their shopping experience in your shop.
3. If they're satisfied, you invite them to leave Customer feedback
4. Ask them to tap their mobile on the review plaque if they agree.
5. Their phone opens your Google or Facebook review page
6. Your customer can now immediately write a review on the spot

It's that simple!

The Impact of Review Plaques

Recent studies here have shown impressive results:

One retailer reported jumping from an average of one review per month to a whopping 18 reviews! I am sure it improved their Google My Business ratings.

Pros and Cons

Let's break down the advantages and potential drawbacks:

Pros:

Local, authentic reviews - Google and Facebook do not like it if you use fake reviews. Online, they can be ruthless. I had a client who got thrown right down Google ranking for doing just that.

Limited to in-store use - If they leave the shop, the customer cannot use them.

Cons:

Some customers may be too busy; after all, they are shopping.

Cost-effective

Takes counter space

Timely feedback

Possible customer pushback

Cost

They're relatively inexpensive, ranging from $20 to $80. For the best results, I recommend investing in a quality plaque around the $40 mark - after all, it'll be front and centre on your counter!

The Bigger Picture: Local SEO and Customer Trust

In a world where consumers often search for "newsagent near me" or "pet shop near me", positive reviews can significantly impact your visibility and credibility. Review plaques offer a simple way to encourage satisfied customers to share their experiences, potentially drawing in new shoppers who trust the opinions of their neighbours.

Ready to Give It a Go?

If you decide to try a review plaque in your shop, we'd love your results! Local SEO strategies like this can make a real difference to small retailers, and we're always eager to learn from our customers' experiences.

Have you used review plaques in your shop? Please, you must share your experiences!

Why do some businesses consistently outperform their competitors? The answer is often more straightforward than you think. 

Most sales are recurring or predictable; you can take advantage of this with triggers (free email). Here are some real-world examples of my POS software CRM Users' cases for their loyalty programs. 

1. Birthday email marketing

Do we all do something for our birthdays? Sending a special offer on a customer's birthday is one of the best ways to boost sales. People want to treat themselves, and I am sure you want them to treat themselves from your shop.

2. Reminder email campaigns

Sold a magazine? Great! Set a trigger for when the next issue hits the shelves to notify your customer when it arrives, and you are more likely to see them back in your shop.

3. Pet Owner

Did they buy dog food? They'll need more; it is just a matter of time! Set your CRM trigger based on the average time to use the product.

4. The Annual Service Reminder

Have you just quoted for a lawnmower service? Set a trigger for next year even if you do not get the job, as they will need a new service. Maybe you will get it the next time?

5. Customer segmentation by ethnicity

Say your customer is French, and Bastille Day is coming up; suggest a few books on France.

Your Customer Journey Events in CRM are not just buzzwords but the cornerstone of modern, effective marketing. These strategic touchpoints throughout a customer's interaction with your brand can distinguish between a one-time buyer and a lifelong buyer.

Here, we will discuss the concept, explore its practical applications, and show why implementing this approach could be the best decision for your business.

What Are Customer Journey Triggers (events)?

Customer journey triggers are specific events or milestones in a customer's life or purchasing history that create perfect opportunities for engagement. 

Customer data insights 

1. Free Targeted Marketing: Email marketing based on these triggers costs you nothing but can yield significant returns.
2. Rich Customer Data: As you build your loyalty program, you'll gather valuable insights.
3. Boosted Sales: Relevant promotions mean more purchases.
4. Customer satisfaction: Timely reminders show you care.
5. Stronger Relationships: Lifecycle marketing keeps customers coming back.

The Harsh Truth

If you're not using customer journey triggers, you're losing customers to retailers who are. It's that simple.

How to Get Started

1. Implement a Loyalty Program: This is your foundation for gathering data.
2. Identify Key Triggers: Look at your products and think about natural follow-ups.
3. Set Up Automated Emails: Use your POS software's CRM to schedule these trigger-based communications.
4. Monitor and Adjust: Keep an eye on what works and refine your approach.

Actual Results from my clients

Here are some results I got when I analysed some of my clients' information

A Personal Touch Goes a Long Way

Remember, these triggers aren't just about sales. They're about showing your customers you understand their needs. 

Lifecycle marketing

Customer journey triggers are easy to set up, free to use, and powerful. By tapping into your customers' natural lifecycles, you increase your chance of making a sale.

Dive into your POS software's CRM today and set up those triggers. Give it a go.

Picture this: A customer walks in, claiming they bought an item months ago. There is no receipt, no proof, just a story. Sound familiar? I had a customer who told me that is precisely what happened. A person entered his shop and demanded his money back on a book. He looked at his sales history and found nothing, so he told the guy, who promptly ran out of the shop. 

You probably want to read about Kmart's new policy, which will change this scenario forever. Kmart has tightened its refund process and now requires proof of purchase for all "change of mind" returns, such as copies of receipts, Bank statements, Buy Now Pay Later statements, Flybuys statements, etc. 

Time Frame: Must be made within 60 days unless the people are in its VIP program members:

Original packaging: Required plus the instruction manuals and all accessories

Non-refundable items: Some products, like cosmetics and printer cartridges, are excluded from "change of mind" refunds

More details here.

Next Step for Your Business

I suggest consulting your industry group before taking any action. They can provide valuable insights on best practices and legal considerations. Then, it will be time to take action. Your refund policy should do double duty: shield your business and nurture customer faith. Nail this balancing act, and you'll create an environment where your success and customer satisfaction go hand in hand.

Customer support can make or break a business, and the numbers back it up: consumers say that the quality of customer service influences their choice of and loyalty to a company. I know from personal experience that I do not deal any more with Citibank because of one lousy loan officer. I can go to plenty of other banks. In today’s competitive market, exceptional support isn’t just a nice-to-have—it’s a necessity. That's where support call ratings come into play.

Those that collect them consider them a report card for their customer service team. If you look at them, it shows how well you are solving problems. The reality is:

• Happy customers come back: When people have a good experience, they're more likely to return.
• Word-of-mouth magic: Satisfied customers are your best advertisers.
• Continuous improvement: Ratings help you spot areas where you can do better so we can improve customer service

The Nuts and Bolts of Support Call Ratings

So, how does this rating system work? It's pretty straightforward:

1. After a support call, we send the caller an email to say that the support call is considered done and to please rate their experience and give their comments.
2. The ratings we use range from 1 to 10 stars.
3. The data is collected.
4. We analyse your feedback.

When rating a support call, customers often consider:

• How quickly their issue was resolved
• The friendliness of our support person
• The support person's knowledge and expertise

One point I have noticed, if a customer today is upset with you, they will leave negative feedback.

Customer support ratings, last Quarter

We're keen to share some great news with you! Last quarter, our support team has truly outdone themselves:

• Nearly perfect scores: We've achieved 10 out of 10 ratings, with just one 9 out of 10.
• Glowing feedback: Our customers have left some ripper comments that warm our hearts.

Here's a snippet of what our happy customers are saying:

"Great service"

"How easy it was to get help"

"What great knowledge Peter has!! And as usual always a pleasure"

We are absolutely thrilled with these results and would like to acknowledge our exceptional team for their effort and dedication. It is indeed a proof of their dedication to guarantee the top support of all our satisfied consumers.

We're Here for You

If you ever have a problem or think we could do better, let us know. We're all ears!

Managing maintenance and repairs in your store - whether a jewellery store, bike shop, or lawn mower repair - can be challenging as a retailer. However, using the correct methods and tools can simplify your maintenance management process and has resulted in increased productivity, lower costs and increased customer satisfaction with a larger In this article; we’ll explore the benefits of digitizing your work order process flow, implementing intelligent ticketing systems, automating communications and integrating accounts seamlessly strenuous Program flow: the key to success A well-defined job scheduling system is essential to reduce unscheduled downtime, improve equipment reliability, and optimise maintenance costs.

By implementing a structured schedule, you can:

• Prioritize tasks: Ensure critical repairs are addressed promptly

• Schedule preventive maintenance: Reduce unexpected failures and extend equipment lifespan

• Document repairs: Keep a record of completed work for future reference. I have had clients who have picked up a turnover just because everything done is documented. What was happening was that people were doing tasks and forgetting to charge for them.

• Continuously improve: Regularly review and refine your process

From Chaos to Calm: Streamline Repairs with POS Software

Use our intelligent ticketing system to guide repair jobs from submission to completion, enabling you to:

• Assign tasks: Clearly define responsibilities among team members

• Track progress: Monitor the status of each repair job

No matter your repair specialty, our POS software can simplify your workflow. Here are some examples:

• Jewelry Stores: Track jewellery repairs.
• Bike Shops: Create service orders for tune-ups and component upgrades and track the parts used for each repair.

• Enhance collaboration: Ensure seamless communication among team members

Automated Communications: Keeping Customers Informed

Automatic email and SMS notifications keep customers updated on:

• Parts availability: Inform customers when necessary components are available

• Job completion: Notify customers when repairs are finished

• Work progress: Provide regular updates on repair status

Our POS system goes beyond point-of-sale. It integrates into maintenance management and provides a unified workflow for smooth operations.

Imagine this: A customer brings in a broken watch. You create maintenance orders in the POS and automatically capture customer and product information. The system then communicates with your inventory to view parts and quote your price immediately. This eliminates data entry errors and saves you and your employees valuable time. Additionally, once repairs are complete, the POS can generate invoices based on work done, making it easier for your customers to check out and, most importantly, nothing is missed from the invoice.

POS system for repairs

Reduce administrative costs through automated work order creation, invoicing, and reporting.

• Invoicing: Generate invoices based on completed work

• Reduce paperwork errors:  These can lead to costly rework and customer dissatisfaction.

• Efficient billing: Reduce administrative tasks and errors

Spare Parts Inventory Management: Ensuring Readiness

Maintain an organized spare parts storage to:

• Ensure necessary components are readily available

• Reduce delays: Minimize wait times for essential parts

Maintenance Key Performance Indicators (KPIs): Tracking Success

Monitor metrics such as:

• Equipment uptime: Measure the percentage of time equipment is operational

• Mean time to repair (MTTR): Track the average time to complete repairs

• Overall repair cycle time: Monitor the time from submission to completion

Regularly review KPIs to identify areas for process improvement.

Customer Satisfaction: The Ultimate Goal

Efficient repair tracking directly impacts customer satisfaction. Transparent communication and timely repairs lead to happier clients, increasing loyalty and repeat business.

Embracing Technology and Efficiency

Implementing these practices can significantly enhance your repair shop's performance, leading to growth and customer loyalty. If you do any repairs in your business, why not embrace technology and implement more efficient processes? After all, this is crucial for business success.

Conclusion

Streamlining these processes will reduce downtime, improve reliability, and optimise maintenance costs, ultimately increasing customer satisfaction and loyalty. Receive technology and efficiency to take your maintenance business to the next level.

Contact us now to check it out!

NPS is commonly called the ultimate question in business, and I am sure that you have come across this question. You can read about it here in the Wikipedia.

It is a straightforward, objective, and powerful tool to measure a business client's satisfaction. It gives a widely used number; since it is widely used, the results can be benchmarked. That is why we have used it for many years.
 

NPS survey

We recently conducted a Net Promoter Score (NPS) survey of our customers, and we are excited to share that our latest Net Promoter Score (NPS) is 66 !

This puts us in the “excellent” range for Customer satisfaction and Customer loyalty. As a point of sale (POS) software to retail, this score reflects very positively on our products and customer service.

How Our Score Compares to the Industry

An NPS above 50 is considered excellent for most industries. However, POS software companies like ours tend to score much lower, as it is generally about 9 for Internet, Software & Services, so for POS software specifically, a score of 66 is fantastic. It indicates we have very happy customers.

The Score Shows Our Progress

Just as important to us is tracking our progress over time. We’re proud that our NPS has increased steadily from 40 in 2018 to last year 57, almost three times what an average IT company got then to now in the 2023 year 66. This upward trajectory demonstrates that our efforts to improve the customer experience are working.

Our Key Takeaways

Scoring a 66 NPS as a small POS software provider is an accomplishment our team is proud of. The score demonstrates we deliver an excellent customer experience. 

PS I recommend that you conduct an NPS survey to find your score in your business. In retail in Australia, you want to get 31.