And now we are going to focus on services which lead to fidelize the customers: loyalty program, the after sales services and delivery.
1. Loyalty Program
Malongo
The loyalty program is available only for the on-line orders. No program is proposed in store. It works on a cycle of 10 orders as follows:
- 1st command: a present in the choice to be selected during your order
- 2nd command: postal charges are offered
- 4th command: you benefit from 5 % of discount on the total amount HT of your command
- 7th command: a present in the choice to be selected during your command
- 10th command: you benefit from a discount on the total amount HT of your order, according to the following scale:
- 10 % up to 200€ of command
- 15 % between 200€ and 500€ of command
Nespresso :
From the first purchase, Nespresso suggests the joining of "the Nespresso club ". For the online or self-service purchases, the membership card of the club is compulsory to make purchases. This card allows to register information on the customer: coffees bought regularly, quantities, and date of the last purchase for instance … Thus in every purchase, the coffee expert in the shop has under eyes the detail of the customer profile and can orient his speech and when necessary, proposes to the customer special offers corresponding to his profile.
Thanks to the collection of this data, Nespresso follows the consumptions of its members as well as their frequency, so before the latter saturation point of Coffee sachets, customers are informed by mail, SMS or email. Another similar advantage is offered to the member of the club: a reminder on the descaling of their machine.
2. After sales services
Malongo : If the intervention of an expert in person is necessary, Malongo has a national network of technicians who will move to repair the customers’ machine.
Nespresso : Customer can call Nespresso Assistance Service in order to ask questions and if needed, Nespresso can borrow a machine.
3. Delivery
Malongo : delivery at home
Nespresso :
Different options for delivery are available : at home, at the store (customer has ordered his coffee before and he just has to go pick up his prepared bag) or in a Relay Shop if the customer is not at home during the day.
Through all its examples, we noted that Nespresso highlights its will of offering a personalized service to his customer, to create a close relationship with him and to anticipate his needs while Malongo concentrates mainly on the act of purchase and its environmental involvement.
Sources :
http://www.labege2.com/W/do/centre/fiche-boutique-MALONGO-CAFE
http://boutiquev2.malongo.com/lire/programme-de-fidelite-malongo-4.html
http://boutique.malongo.com/
http://www.malongo.com/hotels-restaurants/lesuniversmetiers-leserviceapresvente.php?page=91
http://www.nespresso.com/fr/fr/pages/nespresso-club-services
Notes and knowledge after having follow « science of services » trainings by Nespresso Trainings Service.
CEK & PDD
1. Loyalty Program
Malongo
The loyalty program is available only for the on-line orders. No program is proposed in store. It works on a cycle of 10 orders as follows:
- 1st command: a present in the choice to be selected during your order
- 2nd command: postal charges are offered
- 4th command: you benefit from 5 % of discount on the total amount HT of your command
- 7th command: a present in the choice to be selected during your command
- 10th command: you benefit from a discount on the total amount HT of your order, according to the following scale:
- 10 % up to 200€ of command
- 15 % between 200€ and 500€ of command
Nespresso :
From the first purchase, Nespresso suggests the joining of "the Nespresso club ". For the online or self-service purchases, the membership card of the club is compulsory to make purchases. This card allows to register information on the customer: coffees bought regularly, quantities, and date of the last purchase for instance … Thus in every purchase, the coffee expert in the shop has under eyes the detail of the customer profile and can orient his speech and when necessary, proposes to the customer special offers corresponding to his profile.
Thanks to the collection of this data, Nespresso follows the consumptions of its members as well as their frequency, so before the latter saturation point of Coffee sachets, customers are informed by mail, SMS or email. Another similar advantage is offered to the member of the club: a reminder on the descaling of their machine.
2. After sales services
Malongo : If the intervention of an expert in person is necessary, Malongo has a national network of technicians who will move to repair the customers’ machine.
Nespresso : Customer can call Nespresso Assistance Service in order to ask questions and if needed, Nespresso can borrow a machine.
3. Delivery
Malongo : delivery at home
Nespresso :
Different options for delivery are available : at home, at the store (customer has ordered his coffee before and he just has to go pick up his prepared bag) or in a Relay Shop if the customer is not at home during the day.
Through all its examples, we noted that Nespresso highlights its will of offering a personalized service to his customer, to create a close relationship with him and to anticipate his needs while Malongo concentrates mainly on the act of purchase and its environmental involvement.
Sources :
http://www.labege2.com/W/do/centre/fiche-boutique-MALONGO-CAFE
http://boutiquev2.malongo.com/lire/programme-de-fidelite-malongo-4.html
http://boutique.malongo.com/
http://www.malongo.com/hotels-restaurants/lesuniversmetiers-leserviceapresvente.php?page=91
http://www.nespresso.com/fr/fr/pages/nespresso-club-services
Notes and knowledge after having follow « science of services » trainings by Nespresso Trainings Service.
CEK & PDD
Aucun commentaire:
Enregistrer un commentaire