the complete insider’s guide to royalty rewards®€¦ · welcome to the complete, how‐to guide...
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North America’s Most Comprehensive & Professionally Delivered Loyalty Program That Automatically Delivers a Flood of Customers To Your Door Everyday... Guaranteed
©Firepower Marketing Inc. dba Royalty Rewards®
The Complete Insider’s Guide To Royalty Rewards®
2nd. Edition
Firepower Marketing Inc. dba Royalty Rewards® 1124 Fir Ave # 161 Blaine, WA 98230‐9702 Phone: (888) 353‐5012 Fax: (800) 253‐1633 Website: www.royaltyrewards.com Email: [email protected] © 2013 Firepower Marketing Inc. ALL RIGHTS RESERVED No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by any informational storage or retrieval system without express written permission from the publisher. This material cannot be sold in any form whatsoever. This material is not to be shared with anyone outside of your personal business. Civil and criminal penalties apply to copyright violations.
1 ©Firepower Marketing Inc. dba Royalty Rewards®
What is this guide and who is it for?
Welcome to the complete, how‐to guide to maximize the Royalty Rewards® program in your business. This guide contains tips, tricks and secrets used by the Royalty Rewards® Coaching Department and our most successful Royalty Rewards® Merchants. This guide will show business owners and key staff members where to find the most important information and how to better utilize the database tools available. Following this guide will help you get the MOST out of the Royalty Rewards® program, increase your profitability and better target your marketing dollars. In addition to referencing this guide regularly, we encourage you schedule and participate in quarterly account reviews with the Royalty Rewards® Coaching Department, read the Royalty Rewards EZ Profit™ Newsletters, and participate in Royalty Rewards® Update Webinars and Royalty Rewards® Seminars. A special thanks to long time Royalty Rewards® Merchant Bent Hansen of Los Gringos Locos for playing a key role in the creation of this valuable tool. Thanks Bent. Royalty Rewards® Coaching Department 1124 Fir Ave #161 Blaine, WA 98230 Monday – Friday, 10:00am – 6:30pm Eastern Toll Free 1‐888‐353‐5012 Fax 1‐800‐253‐1633
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2 ©Firepower Marketing Inc. dba Royalty Rewards®
Table of Contents
The Basics ................................................................................................................................................................................ 6
Where Do I Go When I Need to... ....................................................................................................................................... 7
Increase My Return On Investment (ROI)? ..................................................................................................................... 7
Activate Easy Promotions That Will Increase Member Visits? ....................................................................................... 7
See What My Customers Are Saying About My Business? ............................................................................................. 7
Process A Member Transaction If They Forgot Their Card? ........................................................................................... 8
Provide My Staff with Royalty Rewards® Training? ........................................................................................................ 8
E‐mail My Members A Special Promotion? .................................................................................................................... 8
Clean Up My Database? .................................................................................................................................................. 8
Get My “Lost” & “Inactive” Members to Come Back? .................................................................................................... 9
Understand Who My Best Customers Are? .................................................................................................................... 9
Need Additional Help? .................................................................................................................................................... 9
5 Recommended Daily Tasks ............................................................................................................................................ 10
5 Recommended Weekly Tasks ........................................................................................................................................ 13
4 Recommended Monthly Tasks ....................................................................................................................................... 14
7 Recommended Quarterly Tasks ..................................................................................................................................... 15
Member Statuses .............................................................................................................................................................. 16
Card Status ........................................................................................................................................................................ 17
Member Segments ............................................................................................................................................................ 18
Home Page ........................................................................................................................................................................ 19
Members Toolbar.................................................................................................................................................................. 20
Member Search ................................................................................................................................................................. 21
Member Add ..................................................................................................................................................................... 22
Member Add Screen ......................................................................................................................................................... 23
Member Applications ........................................................................................................................................................ 24
Member Analysis .............................................................................................................................................................. 25
Quarterly Analysis (comparative) ..................................................................................................................................... 25
Segment Demographic Profiles ......................................................................................................................................... 28
Super Cluster Analysis ....................................................................................................................................................... 31
Member Cross Reference Report ..................................................................................................................................... 35
Member Selection Report ................................................................................................................................................. 37
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3 ©Firepower Marketing Inc. dba Royalty Rewards®
Top Households/Members Report ................................................................................................................................... 38
Members By Date Added .................................................................................................................................................. 39
New Members By Month .................................................................................................................................................. 40
New Members By Employee ............................................................................................................................................. 41
Anniversary Report ........................................................................................................................................................... 42
Birthday Report ................................................................................................................................................................. 43
Pending Diary Report ........................................................................................................................................................ 44
Lost Member Report ......................................................................................................................................................... 45
Email Addresses with Undeliverable Status ...................................................................................................................... 46
Email Status Report ........................................................................................................................................................... 47
Member Points Away From An Award .............................................................................................................................. 48
Members Needing VIP Cards ............................................................................................................................................ 49
Post Office DO NOT MAIL List ........................................................................................................................................... 50
Members on Mail Hold ..................................................................................................................................................... 51
Members Without Mailing Information ........................................................................................................................... 52
Who Shopped In Month .................................................................................................................................................... 54
Who Shopped Last 7 Days ................................................................................................................................................. 55
Members With Cell Phones/Text Permission ................................................................................................................... 56
Members By Group ........................................................................................................................................................... 57
Testimonials ...................................................................................................................................................................... 58
Survey Reports .................................................................................................................................................................. 61
Download Member Data ................................................................................................................................................... 63
Duplicate Customer Listing ............................................................................................................................................... 64
Point Bump Administration .............................................................................................................................................. 65
NCOA Results Admin ......................................................................................................................................................... 66
Prospect Admin ................................................................................................................................................................. 67
Purge Duplicate Prospects ................................................................................................................................................ 68
Download Prospect File .................................................................................................................................................... 69
Prospect Listing ................................................................................................................................................................. 70
Merchant Toolbar ................................................................................................................................................................. 71
Merchant Service .............................................................................................................................................................. 72
Website Manager .............................................................................................................................................................. 75
YTD Loyalty Card Activity .................................................................................................................................................. 76
YTD Gift Card Activity ........................................................................................................................................................ 77
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Loyalty Transaction Browse .............................................................................................................................................. 78
Terminal Swipe Report ...................................................................................................................................................... 79
Loyalty Sales Detail ........................................................................................................................................................... 80
Loyalty Sales By Month ..................................................................................................................................................... 81
Loyalty Sales By Date ........................................................................................................................................................ 82
Stored Value/ Gift Sales Detail .......................................................................................................................................... 83
Stored Value/ Gift Card Balance ....................................................................................................................................... 84
Sales by Employee ............................................................................................................................................................. 85
Enrollment Offer Listing .................................................................................................................................................... 86
Offer/Information Details ................................................................................................................................................. 87
Segmentation Report ........................................................................................................................................................ 88
Mailing Counts By Year ..................................................................................................................................................... 89
Gift or Non personalized VIP Card Processing .................................................................................................................. 90
Error Transaction Management ........................................................................................................................................ 91
Fix Transactions with Promotion Errors ............................................................................................................................ 92
Campaigns Toolbar ............................................................................................................................................................... 93
Campaign Groups .............................................................................................................................................................. 94
Triggered Email Content ................................................................................................................................................... 95
Friendly Reminder Email ................................................................................................................................................... 96
New Member Survey Email ............................................................................................................................................... 97
Refer A Friend Bonus Points ............................................................................................................................................. 99
Email Address Bonus Points ............................................................................................................................................ 100
Point Bump Bonus Email ................................................................................................................................................. 101
Appreciation Email .......................................................................................................................................................... 102
Member Email Opt Out Form ......................................................................................................................................... 104
On Demand Manager ...................................................................................................................................................... 105
Campaign Calendar ......................................................................................................................................................... 106
ROI Quick Reports ........................................................................................................................................................... 107
Campaign Sales & Redemption ....................................................................................................................................... 108
Campaign Sales & Redemption by Month ...................................................................................................................... 109
Campaign Sales & Redemption by Segment ................................................................................................................... 110
Campaign Sales & Redemption by Activity Status .......................................................................................................... 111
Email Campaign Redemption .......................................................................................................................................... 112
Unredeemed Campaigns ................................................................................................................................................. 113
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Campaign by Campaign Code ......................................................................................................................................... 114
Awards Pending .............................................................................................................................................................. 115
Welcomes Pending .......................................................................................................................................................... 116
Post Campaign Spending Analysis ................................................................................................................................... 117
Campaign Sales Comparison ........................................................................................................................................... 118
Entries into Monthly Drawing ......................................................................................................................................... 119
NCA Prospect Conversion Report ................................................................................................................................... 120
Forms Toolbar ..................................................................................................................................................................... 121
Manual Transaction Form ............................................................................................................................................... 122
Supplies Order Form ....................................................................................................................................................... 123
Verifone Terminal Instructions ....................................................................................................................................... 124
NCOA Instructions ........................................................................................................................................................... 125
System Toolbar ................................................................................................................................................................... 126
Change Password ............................................................................................................................................................ 127
Training ........................................................................................................................................................................... 128
Contact Us & Live Chat Toolbar .......................................................................................................................................... 129
Contact Us ....................................................................................................................................................................... 130
Account Updates ................................................................................................................................................................. 131
Royalty Rewards® Updates Form .................................................................................................................................... 132
6 ©Firepower Marketing Inc. dba Royalty Rewards®
The Basics
7 ©Firepower Marketing Inc. dba Royalty Rewards®
Where Do I Go When I Need to... Following are a list of frequently asked questions our Coaches receive. Remember, when in doubt; call a Royalty Rewards® Coach at 1‐888‐353‐5012.
Increase My Return On Investment (ROI)?
Review my Campaign Sales and Redemption Reports o Page 27 in the Workbook o Page 108‐111 in the User Guide
View my current campaigns, offers and disclaimers o Page 87 in the User Guide
Change my Current offers o Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012
Complete an Account Review to get further insight into my account o Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012
Activate Easy Promotions That Will Increase Member Visits?
Complete a point bump o Page 25 in the Workbook o Page 65 in the User Guide
Complete a Seasonal Mailing o Available on your Royalty Rewards® homepage under Quiklinks / Current Seasonal Postcards
Call a Friendly Royalty Rewards® Coach at 1‐888‐353‐5012 o Ask about many additional campaigns that can be activated
See What My Customers Are Saying About My Business?
Review my Survey Results o Page 20 in the Workbook o Page 61 in the User Guide
Ensure I am offering points for Social Media Reviews o Page 34 in the Workbook