Item (SKU) specific customer communications
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Brent J
Basically a more advanced CRM tool based on customer purchase history. The service reminders are nice but with certain services (like broken spoke, new derailleur) added to the a service item the original intended service interval can be stretched further than first desired.
Examples of purchase related intervals we've used prior to Citrus:
- new bike -> 7 day thank you / reminder of 30 of free adjustments / 1 year bike birthday
- tubeless tire work -> 4 month notice to stop by and get sealant refreshed
- tune ups -> it's nearly been a year since your last full service (similar to current)
- winter sale tune ups -> you took advantage last year do so again
- no sales for XX days -> we haven't heard from you in a while coupon
WorkstandIQ (formerly Retail Toolkit) does this currently.
Neil McQuillan - CEO Citrus-Lime
This is good idea.
What control did you have on setting these up, scheduling emails is pretty easy, but what from example triggered the sealant message? I assume there was an editable template for each one?
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Brent J
Neil McQuillan - CEO Citrus-Lime Yes, most were SKU or category triggers. Examples:
- New bikes - whenever an item in the bike department was sold (excluding used)
- Tune ups - whenever an item in the Labor/Packages dept/cat was sold. Was also tied to the service item. Was helpful for people/families with multiple bikes/service items
- Tubeless - whenever one of our specific tubeless install or tubeless refresh SKU was sold.
Pretty much start with a trigger scenario followed by a future date and then a specific email/text related to the topic.
We also did a service related one based on the dollar value of the labor sold (I think it was $51). It sent the customer an email asking if we met expectations. A positive experience clicked to ask for a Google review, a negative experience went to a Google doc survey that asked what the issue was. We immediately called these customers back and corrected the situation. This was a homemade copy of another Lightspeed add-on that I don't remember. Worked extremely well.