How many times have you come off a phone call, left a shop, or finished reading an email, and thought ‘Wow! What great customer service!’?

Not many, I’d guess.

Real noteworthy service has unfortunately become the exception rather than the norm. That’s why it can make all the difference in highly competitive markets. In fact, the U.S Chamber of Commerce estimates that 68% of customers who leave a company do so because they feel undervalued.

Clearly, the way you treat your customers has a huge bearing on the loyalty they show to your business in the long term.

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One of the more positive trends to emerge from the recent recession is the advent of the discount dining culture. Where regular meals out used to be the preserve of the rich, it now seems that restaurants are opening their doors to a new breed of clientele who are only too happy to eat out once or twice a month, if there’s a discount involved.

Research from comparison website Moneysupermarket.com has revealed that restaurant vouchers are now the most popular of all vouchers claimed online, with diners saving an estimated £3bn in the last year alone.

The number of people in the UK eating out using vouchers has increased by 30% in the last year, with more and more restaurants offering discounts online and through loyalty clubs and reward programmes. With the number of people eating out once a month or more also increasing by 11%, it appears that the stigma of using a voucher to help pay for a meal may be a thing of the past. (more…)

As the UK’s airports begin to tentatively open their doors to the public following a week of travel chaos, experts are beginning to calculate the cost of unprecedented disruptions to British air travel.

While it’s clear that the airlines have lost huge amounts of money (around £1.1bn according to the International Air Transport Association), the cost to British tourism may yet prove to be negligible.

In fact, many industry experts believe the UK’s visitor economy may actually benefit in the long term, as the delays, cost, and discomfort suffered by stranded holiday makers may cause people to think twice about holidaying abroad in the future. (more…)

There are signs that the recession is starting to slow and in some sectors there is even speculation that it has bottomed out. This is fantastic news for the struggling economy and companies that rely on consumer confidence to survive. We’ve seen too many victims of the dismal financial times recently, from large British institutions such as Woolworths to smaller local independent businesses.

Paul Otellini, Intel President and CEO said: “We believe PC sales bottomed out during the first quarter and that the industry is returning to normal seasonal patterns”

As PCs are considered non-essential goods, the rise in the company’s fortunes are probably a reliable clue as to the way in which the economy is travelling. Even the housing market, which many people use as an economic barometer, is starting to show signs of a recovery. The Royal Institute of Chartered Surveyors has just released its Housing Market Survey, which highlighted the recent increase in people interested in buying and how this is starting to translate into actual sales:

“Significantly, the tentative signs of a pick-up in activity have become more broadly based over the past month. New buyer enquiries have now increased for five consecutive months with the positive net balance in March climbing to its best level since September 2003.

More importantly, there is now clear evidence that the higher level of buyer interest is feeding through into actual sales. Newly agreed sales, measured on a net balance basis, rose over the month as did the average sales per surveyor series (for the first time since the tail end of 2007).”

With this in mind it is maybe time for both large and independent businesses to start thinking about how to launch out of the recession positively? How to be the first one to reap the rewards of a healthier economy and build a customer base that is willing to start spending money?

One answer is to start building a loyal customer base now. It is a time for consolidation; when the economy picks up and consumers start spending money again they will probably be spending it on the brand with which they have built a relationship with. If a brand has rewarded consumers during difficult times the affiliation that has been built will more than likely mean that these customers end up rewarding the business through affluent times.

Here at The Rocket Marketing Group our primary focus is to drive loyalty, retention and revenue for both large and independent businesses. Our combined reward programmes have a membership base of over 100,000. Becoming involved with our reward programmes gives both large and independent businesses a free platform to market a brand and tap into an established base of loyal customers. We manage everything end-to-end and in-house so it is an effective and efficient way for businesses to promote products and services.

Contact Us if you would like to discuss what a Rocket Marketing Group reward programme can do for your brand whether it’s a large or independent business.

With a permanent sale season on the high street and online sites such as MyVoucherCodes.co.uk and MoneySavingExpert.com, the recession has driven consumers to become sale savvy and expect a discount whenever they spend money.

MoneysSavingExpert.com had only a 1,000 recipient mailing list back in 2003 and now it receives 15 million visits per month, with a 3 million person weekly e-mail list.

www.quantcast.com reported that MyVoucherCodes.co.uk receives approx 60,000 visitors per month, which is 4% up in the last 3 months according to Alexa – www.alexa.com

As consumers hold companies to ransom, unwilling to shop without the hint of a discount, how can companies distance themselves from the permanent sale but remain on the ever successful money saving bandwagon?

From a business point of view the danger of the constant sale trend, is the possible deflation of the brand’s value, as the consumer starts to view the sale price as the norm. There is no doubt that sales help in the short-term but they can ultimately be damaging to a brand’s image.

Many businesses have come to realise that offering discounts through loyalty and membership programmes is a more long-term solution that is actually beneficial to the brand’s image; yet still wholeheartedly jumps on the money saving bandwagon. And that is why the popularity of membership and loyalty programmes has soared.

The Rocket Marketing Group has seen membership numbers of its range of loyalty and membership programmes increase dramatically to 120,000 people over the last few years. The benefits for businesses include free marketing through member websites and brochures that reach a huge customer base. All they have to do is give the consumer what they ultimately desire – a discount. By offering consumers a discount in this particular way the offer remains ‘special’, as it’s only offered to a closed group of people; the brand’s image and values remain intact and the customer gets they want.