Bakery Customer Loyalty & Retention Guide: Keep Customers Coming Back

Table of Contents

• Why Customer Loyalty Matters for Bakeries
• Plan 1: Deliver Consistent, High-Quality Products
• Plan 2: Create an Great Customer Experience
• Plan 3: put in place a Loyalty Program
• Plan 4: Build a Community Around Your Bakery
• #plan-5-personalize-communications-and-offers-personalization-makes-customers-feel-seen-and-valued-when-you-tailor-your-communications-and-offers-to-individual-customer-preferences-and-behavior-you-increase-engagement-and-loyalty-action-steps-collect-customer-information-gather-customer-email-deal withes-phone-numbers-birthdays-and-preferences-with-permission-you-can-collect-this-through-your-loyalty-program-email-newsletter-sign-up-website-or-in-store-sign-up-sheets-be-transparent-about-how-you-ll-use-the-information-and-give-customers-control-over-their-preferences-segment-your-customer-list-divide-your-customers-into-segments-based-on-behavior-and-preferences-e-g-frequent-visitors-vs-occasional-visitors-bread-lovers-vs-pastry-lovers-customers-who-haven-t-visited-in-30-days-this-allows-you-to-send-targeted-relevant-messages-to-each-segment-send-personalized-emails-use-email-marketing-to-send-personalized-messages-to-customers-examples-include-welcome-emails-for-new-customers-with-a-special-offer-for-their-next-visit-birthday-emails-with-a-free-birthday-treat-or-discount-we-miss-you-emails-for-customers-who-haven-t-visited-in-a-while-with-an-incentive-to-return-product-recommendation-emails-based-on-past-purchases-you-loved-our-sourdough-try-our-new-rye-bread-exclusive-offers-for-loyal-customers-as-a-valued-customer-here-s-20-off-your-next-purchase-use-sms-text-messaging-where-appropriate-and-with-permission-sms-has-quite-high-open-rates-90-making-it-effective-for-time-sensitive-offers-and-reminders-examples-include-fresh-croissants-just-out-of-the-oven-come-get-them-while-they-re-hot-or-reminder-your-favorite-sourdough-is-back-in-stock-today-personalize-in-store-interactions-use-customer-information-to-personalize-in-store-interactions-greet-customers-by-name-reference-their-past-purchases-and-recommend-products-based-on-their-preferences-this-level-of-personalization-makes-customers-feel-special-and-valued-respect-customer-preferences-don-t-spam-customers-with-too-many-messages-give-them-control-over-how-often-they-hear-from-you-and-what-types-of-messages-they-receive-make-it-easy-to-unsubscribe-respecting-customer-preferences-builds-trust-and-long-term-loyalty-plan-6-make-it-easy-to-do-business-with-you-customers-value-convenience-if-it-s-easy-to-buy-from-you-they-ll-buy-more-often-if-it-s-difficult-they-ll-reliable-a-competitor-who-makes-it-easier-action-steps-offer-multiple-ordering-options-in-store-phone-online-mobile-app-whatsapp-social-media-messaging-the-more-ways-customers-can-order-the-more-orders-you-ll-get-make-sure-all-ordering-channels-are-easy-to-use-and-well-promoted-offer-delivery-and-pickup-delivery-and-curbside-pickup-have-become-expected-conveniences-partner-with-delivery-platforms-uber-eats-doordash-grab-etc-or-offer-your-own-delivery-make-online-ordering-and-pickup-simple-and-fast-accept-multiple-payment-methods-cash-credit-debit-cards-mobile-payments-apple-pay-google-pay-digital-wallets-accept-as-many-payment-methods-as-possible-don-t-make-customers-leave-because-you-don-t-accept-their-preferred-payment-method-improve-your-website-your-website-should-be-fast-mobile-friendly-and-easy-to-understand-make-it-easy-for-customers-to-find-your-menu-hours-location-and-ordering-options-include-clear-calls-to-action-order-now-view-menu-get-directions-be-responsive-respond-to-phone-calls-emails-social-media-messages-and-look overs-promptly-customers-shouldn-t-have-to-wait-hours-or-days-for-a-response-set-a-goal-to-respond-to-all-customer-inquiries-within-1-2-hours-during-business-hours-simplify-your-menu-a-large-complicated-menu-can-be-overwhelming-for-customers-and-slow-down-service-focus-on-your-best-selling-highest-margin-products-keep-the-menu-simple-and-easy-to-understand-you-can-always-offer-seasonal-or-limited-time-specials-to-add-variety-plan-7-actively-seek-and-act-on-feedback-customer-feedback-is-a-goldmine-of-information-for-improving-your-bakery-and-building-loyalty-when-customers-see-that-you-listen-to-their-feedback-and-make-changes-based-on-it-they-feel-valued-and-invested-in-your-success-action-steps-ask-for-feedback-regularly-don-t-wait-for-customers-to-complain-actively-seek-feedback-use-comment-cards-online-surveys-social-media-polls-email-surveys-or-simply-ask-customers-in-person-how-was-everything-today-is-there-anything-we-could-do-better-make-it-easy-to-give-feedback-the-easier-it-is-for-customers-to-give-feedback-the-more-feedback-you-ll-get-use-simple-short-surveys-3-5-questions-max-display-qr-codes-at-the-counter-that-link-to-a-feedback-form-respond-to-all-look overs-on-google-yelp-and-social-media-both-positive-and-negative-listen-more-than-you-talk-when-customers-give-feedback-listen-carefully-without-interrupting-or-getting-defensive-ask-make clearing-questions-to-make-sure-you-understand-their-perspective-thank-them-for-their-feedback-even-if-it-s-important-act-on-feedback-promptly-feedback-is-only-valuable-if-you-act-on-it-when-customers-suggest-improvements-put in place-them-when-possible-when-customers-complain-resolve-the-issue-quickly-let-customers-know-when-you-ve-made-changes-based-on-their-feedback-you-asked-for-more-vegan-options-we-just-added-three-new-vegan-pastries-share-feedback-with-your-team-share-customer-feedback-both-positive-and-negative-with-your-entire-team-celebrate-positive-feedback-together-and-use-negative-feedback-as-a-learning-opportunity-this-creates-a-customer-focused-culture-where-everyone-is-committed-to-improving-the-customer-experience-follow-up-with-customers-after-resolving-a-complaint-or-put in placeing-a-suggestion-follow-up-with-the-customer-to-make-sure-they-re-satisfied-this-shows-that-you-genuinely-care-about-their-experience-and-value-their-feedback-plan-8-reduce-customer-churn-churn-customers-who-stop-visiting-your-bakery-is-inevitable-but-you-can-reduce-it-by-spoting-at-risk-customers-and-taking-action-to-win-them-back-action-steps-spot-at-risk-customers-use-your-loyalty-program-or-pos-data-to-spot-customers-who-haven-t-visited-in-a-while-e-g-30-days-since-their-last-visit-or-a-large-decrease-in-visit-frequency-these-customers-are-at-risk-of-churning-reach-out-to-at-risk-customers-send-a-personalized-we-miss-you-message-with-an-incentive-to-return-e-g-it-s-been-a-while-here-s-20-off-your-next-visit-to-welcome-you-back-make-the-offer-genuine-and-valuable-not-generic-understand-why-customers-leave-when-customers-stop-visiting-try-to-understand-why-you-can-send-a-short-survey-to-churned-customers-we-noticed-you-haven-t-visited-in-a-while-we-d-love-to-know-what-we-could-do-better-your-feedback-would-mean-a-lot-to-us-understanding-why-customers-leave-helps-you-deal with-issues-and-prevent-future-churn-deal with-common-churn-causes-common-reasons-customers-stop-visiting-a-bakery-include-inconsistent-quality-poor-service-long-wait-times-limited-product-variety-higher-prices-than-competitors-or-a-bad-experience-deal with-these-issues-proactively-to-prevent-churn-create-win-back-campaigns-periodically-run-campaigns-to-win-back-former-customers-offer-exclusive-discounts-free-products-or-special-events-for-customers-who-haven-t-visited-in-a-while-make-them-feel-welcomed-back-not-forgotten-don-t-take-churn-personally-some-customers-will-leave-for-reasons-you-can-t-control-they-moved-their-preferences-changed-they-found-a-bakery-closer-to-their-home-focus-on-the-customers-you-can-retain-and-the-issues-you-can-deal with-don-t-waste-energy-trying-to-win-back-customers-who-left-for-reasons-beyond-your-control-plan-9-create-exclusive-benefits-for-loyal-customers-exclusive-benefits-make-loyal-customers-feel-special-and-appreciated-when-customers-feel-like-they-re-getting-something-that-others-don-t-they-re-more-likely-to-remain-loyal-and-spend-more-ideas-for-exclusive-benefits-early-access-to-new-products-let-loyal-customers-try-new-products-before-they-re-available-to-the-general-public-exclusive-products-create-products-that-are-only-available-to-loyalty-program-members-or-vip-customers-priority-service-offer-priority-ordering-or-pickup-for-loyal-customers-e-g-a-dedicated-express-line-for-members-special-discounts-offer-exclusive-discounts-or-promotions-for-loyal-customers-e-g-member-mondays-15-off-for-all-loyalty-members-free-products-on-birthdays-anniversaries-give-customers-a-free-product-or-special-treat-on-their-birthday-or-the-anniversary-of-their-first-visit-invitations-to-exclusive-events-invite-loyal-customers-to-special-events-tasting-parties-baking-workshops-holiday-celebrations-that-aren-t-open-to-the-general-public-personalized-offers-send-personalized-offers-based-on-customer-preferences-and-purchase-history-e-g-since-you-love-our-chocolate-croissants-here-s-a-buy-one-get-one-free-offer-just-for-you-surprise-rewards-occasionally-surprise-loyal-customers-with-unexpected-free-products-or-discounts-surprise-rewards-create-emotional-connections-and-generate-positive-word-of-mouth-plan-10-measure-and-improve-customer-loyalty-you-can-t-improve-what-you-don-t-measure-track-important-loyalty-and-retention-metrics-to-understand-how-well-you-re-doing-and-spot-areas-for-improvement-important-metrics-to-track-customer-retention-rate-the-percentage-of-customers-who-return-within-a-given-period-e-g-monthly-or-quarterly-formula-customers-at-end-of-period-new-customers-during-period-customers-at-start-of-period-100-aim-for-60-80-for-a-successful-bakery-repeat-purchase-rate-the-percentage-of-customers-who-make-more-than-one-purchase-formula-customers-with-2-purchases-total-customers-100-customer-lifetime-value-clv-the-total-revenue-a-customer-generates-over-their-entire-relationship-with-your-bakery-formula-average-purchase-value-purchase-frequency-customer-lifespan-increasing-clv-is-one-of-the-most-effective-ways-to-grow-revenue-visit-frequency-how-often-customers-visit-your-bakery-e-g-average-visits-per-month-per-customer-increasing-visit-frequency-directly-increases-revenue-average-transaction-value-the-average-amount-customers-spend-per-visit-increasing-average-transaction-value-through-upselling-cross-selling-and-bundling-increases-revenue-without-needing-more-customers-net-promoter-score-nps-a-measure-of-customer-loyalty-and-likelihood-to-recommend-ask-customers-on-a-scale-of-0-10-how-likely-are-you-to-recommend-our-bakery-to-a-friend-or-colleague-nps-promoters-9-10-detractors-0-6-aim-for-an-nps-of-50-customer-satisfaction-score-csat-a-measure-of-how-satisfied-customers-are-with-their-experience-ask-how-satisfied-were-you-with-your-visit-today-1-5-scale-aim-for-4-5-average-loyalty-program-participation-rate-the-percentage-of-customers-who-participate-in-your-loyalty-program-aim-for-40-60-churn-rate-the-percentage-of-customers-who-stop-visiting-within-a-given-period-formula-customers-lost-during-period-customers-at-start-of-period-100-aim-for-less-than-10-15-monthly-churn-how-to-use-these-metrics-set-goals-for-each-metric-and-track-progress-over-time-spot-trends-are-retention-rates-improving-or-declining-is-visit-frequency-increasing-or-decreasing-compare-to-industry-benchmarks-to-understand-how-you-re-doing-relative-to-other-bakeries-test-and-experiment-try-new-loyalty-program-features-promotions-or-customer-experience-improvements-and-measure-the-impact-on-important-metrics-share-results-with-your-team-celebrate-improvements-and-work-together-to-deal with-areas-that-need-improvement-what-you-should-do-next-building-customer-loyalty-is-not-about-gimmicks-or-tricks-it-s-about-genuinely-caring-about-your-customers-and-creating-a-bakery-that-they-love-coming-back-to-it-s-about-consistent-quality-Great-service-genuine-relationships-and-making-customers-feel-valued-and-appreciated-the-strategies-in-this-guide-delivering-consistent-quality-creating-Great-experiences-put in placeing-loyalty-programs-building-community-personalizing-communications-making-it-easy-to-do-business-with-you-seeking-feedback-reducing-churn-offering-exclusive-benefits-and-measuring-results-are-all-proven-ways-to-build-customer-loyalty-and-increase-repeat-business-but-they-only-work-if-you-put in place-them-consistently-and-authentically-start-with-one-or-two-strategies-that-resonate-most-with-you-and-your-bakery-put in place-them-well-measure-the-results-and-then-add-more-strategies-over-time-don-t-try-to-do-everything-at-once-focus-on-doing-a-few-things-quite-well-and-remember-customer-loyalty-is-built-over-time-through-hundreds-of-small-interactions-and-experiences-every-time-a-customer-visits-your-bakery-you-have-an-opportunity-to-strengthen-their-loyalty-make-the-most-of-every-interaction-and-over-time-you-ll-build-a-base-of-loyal-customers-who-not-only-keep-coming-back-but-also-bring-their-friends-and-family-if-you-have-questions-about-building-customer-loyalty-for-your-bakery-or-if-you-d-like-to-share-your-own-loyalty-building-strategies-we-d-love-to-hear-from-you-send-us-a-message-on-whatsapp-at-86-137-5500-7928-or-email-at-sales-yuanmhe-com-we-re-always-happy-to-connect-with-bakery-owners-and-share-knowledge-and-ideas
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#plan-6-make-it-easy-to-do-business-with-you-customers-value-convenience-if-it-s-easy-to-buy-from-you-they-ll-buy-more-often-if-it-s-difficult-they-ll-favorite-a-competitor-who-makes-it-easier-action-steps-offer-multiple-ordering-options-in-store-phone-online-mobile-app-whatsapp-social-media-messaging-the-more-ways-customers-can-order-the-more-orders-you-ll-get-make-sure-all-ordering-channels-are-easy-to-use-and-well-promoted-offer-delivery-and-pickup-delivery-and-curbside-pickup-have-become-expected-conveniences-partner-with-delivery-platforms-uber-eats-doordash-grab-etc-or-offer-your-own-delivery-make-online-ordering-and-pickup-simple-and-fast-accept-multiple-payment-methods-cash-credit-debit-cards-mobile-payments-apple-pay-google-pay-digital-wallets-accept-as-many-payment-methods-as-possible-don-t-make-customers-leave-because-you-don-t-accept-their-preferred-payment-method-improve-your-website-your-website-should-be-fast-mobile-friendly-and-easy-to-understand-make-it-easy-for-customers-to-find-your-menu-hours-location-and-ordering-options-include-clear-calls-to-action-order-now-view-menu-get-directions-be-responsive-respond-to-phone-calls-emails-social-media-messages-and-look overs-promptly-customers-shouldn-t-have-to-wait-hours-or-days-for-a-response-set-a-goal-to-respond-to-all-customer-inquiries-within-1-2-hours-during-business-hours-simplify-your-menu-a-large-complicated-menu-can-be-overwhelming-for-customers-and-slow-down-service-focus-on-your-best-selling-highest-margin-products-keep-the-menu-simple-and-easy-to-understand-you-can-always-offer-seasonal-or-limited-time-specials-to-add-variety-plan-7-actively-seek-and-act-on-feedback-customer-feedback-is-a-goldmine-of-information-for-improving-your-bakery-and-building-loyalty-when-customers-see-that-you-listen-to-their-feedback-and-make-changes-based-on-it-they-feel-valued-and-invested-in-your-success-action-steps-ask-for-feedback-regularly-don-t-wait-for-customers-to-complain-actively-seek-feedback-use-comment-cards-online-surveys-social-media-polls-email-surveys-or-simply-ask-customers-in-person-how-was-everything-today-is-there-anything-we-could-do-better-make-it-easy-to-give-feedback-the-easier-it-is-for-customers-to-give-feedback-the-more-feedback-you-ll-get-use-simple-short-surveys-3-5-questions-max-display-qr-codes-at-the-counter-that-link-to-a-feedback-form-respond-to-all-look overs-on-google-yelp-and-social-media-both-positive-and-negative-listen-more-than-you-talk-when-customers-give-feedback-listen-carefully-without-interrupting-or-getting-defensive-ask-make clearing-questions-to-make-sure-you-understand-their-perspective-thank-them-for-their-feedback-even-if-it-s-important-act-on-feedback-promptly-feedback-is-only-valuable-if-you-act-on-it-when-customers-suggest-improvements-put in place-them-when-possible-when-customers-complain-resolve-the-issue-quickly-let-customers-know-when-you-ve-made-changes-based-on-their-feedback-you-asked-for-more-vegan-options-we-just-added-three-new-vegan-pastries-share-feedback-with-your-team-share-customer-feedback-both-positive-and-negative-with-your-entire-team-celebrate-positive-feedback-together-and-use-negative-feedback-as-a-learning-opportunity-this-creates-a-customer-focused-culture-where-everyone-is-committed-to-improving-the-customer-experience-follow-up-with-customers-after-resolving-a-complaint-or-put in placeing-a-suggestion-follow-up-with-the-customer-to-make-sure-they-re-satisfied-this-shows-that-you-genuinely-care-about-their-experience-and-value-their-feedback-plan-8-reduce-customer-churn-churn-customers-who-stop-visiting-your-bakery-is-inevitable-but-you-can-reduce-it-by-spoting-at-risk-customers-and-taking-action-to-win-them-back-action-steps-spot-at-risk-customers-use-your-loyalty-program-or-pos-data-to-spot-customers-who-haven-t-visited-in-a-while-e-g-30-days-since-their-last-visit-or-a-meaningful-decrease-in-visit-frequency-these-customers-are-at-risk-of-churning-reach-out-to-at-risk-customers-send-a-personalized-we-miss-you-message-with-an-incentive-to-return-e-g-it-s-been-a-while-here-s-20-off-your-next-visit-to-welcome-you-back-make-the-offer-genuine-and-valuable-not-generic-understand-why-customers-leave-when-customers-stop-visiting-try-to-understand-why-you-can-send-a-short-survey-to-churned-customers-we-noticed-you-haven-t-visited-in-a-while-we-d-love-to-know-what-we-could-do-better-your-feedback-would-mean-a-lot-to-us-understanding-why-customers-leave-helps-you-deal with-issues-and-prevent-future-churn-deal with-common-churn-causes-common-reasons-customers-stop-visiting-a-bakery-include-inconsistent-quality-poor-service-long-wait-times-limited-product-variety-higher-prices-than-competitors-or-a-bad-experience-deal with-these-issues-proactively-to-prevent-churn-create-win-back-campaigns-periodically-run-campaigns-to-win-back-former-customers-offer-exclusive-discounts-free-products-or-special-events-for-customers-who-haven-t-visited-in-a-while-make-them-feel-welcomed-back-not-forgotten-don-t-take-churn-personally-some-customers-will-leave-for-reasons-you-can-t-control-they-moved-their-preferences-changed-they-found-a-bakery-closer-to-their-home-focus-on-the-customers-you-can-retain-and-the-issues-you-can-deal with-don-t-waste-energy-trying-to-win-back-customers-who-left-for-reasons-beyond-your-control-plan-9-create-exclusive-benefits-for-loyal-customers-exclusive-benefits-make-loyal-customers-feel-special-and-appreciated-when-customers-feel-like-they-re-getting-something-that-others-don-t-they-re-more-likely-to-remain-loyal-and-spend-more-ideas-for-exclusive-benefits-early-access-to-new-products-let-loyal-customers-try-new-products-before-they-re-available-to-the-general-public-exclusive-products-create-products-that-are-only-available-to-loyalty-program-members-or-vip-customers-priority-service-offer-priority-ordering-or-pickup-for-loyal-customers-e-g-a-dedicated-express-line-for-members-special-discounts-offer-exclusive-discounts-or-promotions-for-loyal-customers-e-g-member-mondays-15-off-for-all-loyalty-members-free-products-on-birthdays-anniversaries-give-customers-a-free-product-or-special-treat-on-their-birthday-or-the-anniversary-of-their-first-visit-invitations-to-exclusive-events-invite-loyal-customers-to-special-events-tasting-parties-baking-workshops-holiday-celebrations-that-aren-t-open-to-the-general-public-personalized-offers-send-personalized-offers-based-on-customer-preferences-and-purchase-history-e-g-since-you-love-our-chocolate-croissants-here-s-a-buy-one-get-one-free-offer-just-for-you-surprise-rewards-occasionally-surprise-loyal-customers-with-unexpected-free-products-or-discounts-surprise-rewards-create-emotional-connections-and-generate-positive-word-of-mouth-plan-10-measure-and-improve-customer-loyalty-you-can-t-improve-what-you-don-t-measure-track-important-loyalty-and-retention-metrics-to-understand-how-well-you-re-doing-and-spot-areas-for-improvement-important-metrics-to-track-customer-retention-rate-the-percentage-of-customers-who-return-within-a-given-period-e-g-monthly-or-quarterly-formula-customers-at-end-of-period-new-customers-during-period-customers-at-start-of-period-100-aim-for-60-80-for-a-successful-bakery-repeat-purchase-rate-the-percentage-of-customers-who-make-more-than-one-purchase-formula-customers-with-2-purchases-total-customers-100-customer-lifetime-value-clv-the-total-revenue-a-customer-generates-over-their-entire-relationship-with-your-bakery-formula-average-purchase-value-purchase-frequency-customer-lifespan-increasing-clv-is-one-of-the-most-effective-ways-to-grow-revenue-visit-frequency-how-often-customers-visit-your-bakery-e-g-average-visits-per-month-per-customer-increasing-visit-frequency-directly-increases-revenue-average-transaction-value-the-average-amount-customers-spend-per-visit-increasing-average-transaction-value-through-upselling-cross-selling-and-bundling-increases-revenue-without-needing-more-customers-net-promoter-score-nps-a-measure-of-customer-loyalty-and-likelihood-to-recommend-ask-customers-on-a-scale-of-0-10-how-likely-are-you-to-recommend-our-bakery-to-a-friend-or-colleague-nps-promoters-9-10-detractors-0-6-aim-for-an-nps-of-50-customer-satisfaction-score-csat-a-measure-of-how-satisfied-customers-are-with-their-experience-ask-how-satisfied-were-you-with-your-visit-today-1-5-scale-aim-for-4-5-average-loyalty-program-participation-rate-the-percentage-of-customers-who-participate-in-your-loyalty-program-aim-for-40-60-churn-rate-the-percentage-of-customers-who-stop-visiting-within-a-given-period-formula-customers-lost-during-period-customers-at-start-of-period-100-aim-for-less-than-10-15-monthly-churn-how-to-use-these-metrics-set-goals-for-each-metric-and-track-progress-over-time-spot-trends-are-retention-rates-improving-or-declining-is-visit-frequency-increasing-or-decreasing-compare-to-industry-benchmarks-to-understand-how-you-re-doing-relative-to-other-bakeries-test-and-experiment-try-new-loyalty-program-features-promotions-or-customer-experience-improvements-and-measure-the-impact-on-important-metrics-share-results-with-your-team-celebrate-improvements-and-work-together-to-deal with-areas-that-need-improvement-what-you-should-do-next-building-customer-loyalty-is-not-about-gimmicks-or-tricks-it-s-about-genuinely-caring-about-your-customers-and-creating-a-bakery-that-they-love-coming-back-to-it-s-about-consistent-quality-Great-service-genuine-relationships-and-making-customers-feel-valued-and-appreciated-the-strategies-in-this-guide-delivering-consistent-quality-creating-Great-experiences-put in placeing-loyalty-programs-building-community-personalizing-communications-making-it-easy-to-do-business-with-you-seeking-feedback-reducing-churn-offering-exclusive-benefits-and-measuring-results-are-all-proven-ways-to-build-customer-loyalty-and-increase-repeat-business-but-they-only-work-if-you-put in place-them-consistently-and-authentically-start-with-one-or-two-strategies-that-resonate-most-with-you-and-your-bakery-put in place-them-well-measure-the-results-and-then-add-more-strategies-over-time-don-t-try-to-do-everything-at-once-focus-on-doing-a-few-things-quite-well-and-remember-customer-loyalty-is-built-over-time-through-hundreds-of-small-interactions-and-experiences-every-time-a-customer-visits-your-bakery-you-have-an-opportunity-to-strengthen-their-loyalty-make-the-most-of-every-interaction-and-over-time-you-ll-build-a-base-of-loyal-customers-who-not-only-keep-coming-back-but-also-bring-their-friends-and-family-if-you-have-questions-about-building-customer-loyalty-for-your-bakery-or-if-you-d-like-to-share-your-own-loyalty-building-strategies-we-d-love-to-hear-from-you-send-us-a-message-on-whatsapp-at-86-137-5500-7928-or-email-at-sales-yuanmhe-com-we-re-always-happy-to-connect-with-bakery-owners-and-share-knowledge-and-ideas
• #plan-7-actively-seek-and-act-on-feedback-customer-feedback-is-a-goldmine-of-information-for-improving-your-bakery-and-building-loyalty-when-customers-see-that-you-listen-to-their-feedback-and-make-changes-based-on-it-they-feel-valued-and-invested-in-your-success-action-steps-ask-for-feedback-regularly-don-t-wait-for-customers-to-complain-actively-seek-feedback-use-comment-cards-online-surveys-social-media-polls-email-surveys-or-simply-ask-customers-in-person-how-was-everything-today-is-there-anything-we-could-do-better-make-it-easy-to-give-feedback-the-easier-it-is-for-customers-to-give-feedback-the-more-feedback-you-ll-get-use-simple-short-surveys-3-5-questions-max-display-qr-codes-at-the-counter-that-link-to-a-feedback-form-respond-to-all-look overs-on-google-yelp-and-social-media-both-positive-and-negative-listen-more-than-you-talk-when-customers-give-feedback-listen-carefully-without-interrupting-or-getting-defensive-ask-make clearing-questions-to-make-sure-you-understand-their-perspective-thank-them-for-their-feedback-even-if-it-s-important-act-on-feedback-promptly-feedback-is-only-valuable-if-you-act-on-it-when-customers-suggest-improvements-put in place-them-when-possible-when-customers-complain-resolve-the-issue-quickly-let-customers-know-when-you-ve-made-changes-based-on-their-feedback-you-asked-for-more-vegan-options-we-just-added-three-new-vegan-pastries-share-feedback-with-your-team-share-customer-feedback-both-positive-and-negative-with-your-entire-team-celebrate-positive-feedback-together-and-use-negative-feedback-as-a-learning-opportunity-this-creates-a-customer-focused-culture-where-everyone-is-committed-to-improving-the-customer-experience-follow-up-with-customers-after-resolving-a-complaint-or-put in placeing-a-suggestion-follow-up-with-the-customer-to-make-sure-they-re-satisfied-this-shows-that-you-genuinely-care-about-their-experience-and-value-their-feedback-plan-8-reduce-customer-churn-churn-customers-who-stop-visiting-your-bakery-is-inevitable-but-you-can-reduce-it-by-spoting-at-risk-customers-and-taking-action-to-win-them-back-action-steps-spot-at-risk-customers-use-your-loyalty-program-or-pos-data-to-spot-customers-who-haven-t-visited-in-a-while-e-g-30-days-since-their-last-visit-or-a-notable-decrease-in-visit-frequency-these-customers-are-at-risk-of-churning-reach-out-to-at-risk-customers-send-a-personalized-we-miss-you-message-with-an-incentive-to-return-e-g-it-s-been-a-while-here-s-20-off-your-next-visit-to-welcome-you-back-make-the-offer-genuine-and-valuable-not-generic-understand-why-customers-leave-when-customers-stop-visiting-try-to-understand-why-you-can-send-a-short-survey-to-churned-customers-we-noticed-you-haven-t-visited-in-a-while-we-d-love-to-know-what-we-could-do-better-your-feedback-would-mean-a-lot-to-us-understanding-why-customers-leave-helps-you-deal with-issues-and-prevent-future-churn-deal with-common-churn-causes-common-reasons-customers-stop-visiting-a-bakery-include-inconsistent-quality-poor-service-long-wait-times-limited-product-variety-higher-prices-than-competitors-or-a-bad-experience-deal with-these-issues-proactively-to-prevent-churn-create-win-back-campaigns-periodically-run-campaigns-to-win-back-former-customers-offer-exclusive-discounts-free-products-or-special-events-for-customers-who-haven-t-visited-in-a-while-make-them-feel-welcomed-back-not-forgotten-don-t-take-churn-personally-some-customers-will-leave-for-reasons-you-can-t-control-they-moved-their-preferences-changed-they-found-a-bakery-closer-to-their-home-focus-on-the-customers-you-can-retain-and-the-issues-you-can-deal with-don-t-waste-energy-trying-to-win-back-customers-who-left-for-reasons-beyond-your-control-plan-9-create-exclusive-benefits-for-loyal-customers-exclusive-benefits-make-loyal-customers-feel-special-and-appreciated-when-customers-feel-like-they-re-getting-something-that-others-don-t-they-re-more-likely-to-remain-loyal-and-spend-more-ideas-for-exclusive-benefits-early-access-to-new-products-let-loyal-customers-try-new-products-before-they-re-available-to-the-general-public-exclusive-products-create-products-that-are-only-available-to-loyalty-program-members-or-vip-customers-priority-service-offer-priority-ordering-or-pickup-for-loyal-customers-e-g-a-dedicated-express-line-for-members-special-discounts-offer-exclusive-discounts-or-promotions-for-loyal-customers-e-g-member-mondays-15-off-for-all-loyalty-members-free-products-on-birthdays-anniversaries-give-customers-a-free-product-or-special-treat-on-their-birthday-or-the-anniversary-of-their-first-visit-invitations-to-exclusive-events-invite-loyal-customers-to-special-events-tasting-parties-baking-workshops-holiday-celebrations-that-aren-t-open-to-the-general-public-personalized-offers-send-personalized-offers-based-on-customer-preferences-and-purchase-history-e-g-since-you-love-our-chocolate-croissants-here-s-a-buy-one-get-one-free-offer-just-for-you-surprise-rewards-occasionally-surprise-loyal-customers-with-unexpected-free-products-or-discounts-surprise-rewards-create-emotional-connections-and-generate-positive-word-of-mouth-plan-10-measure-and-improve-customer-loyalty-you-can-t-improve-what-you-don-t-measure-track-important-loyalty-and-retention-metrics-to-understand-how-well-you-re-doing-and-spot-areas-for-improvement-important-metrics-to-track-customer-retention-rate-the-percentage-of-customers-who-return-within-a-given-period-e-g-monthly-or-quarterly-formula-customers-at-end-of-period-new-customers-during-period-customers-at-start-of-period-100-aim-for-60-80-for-a-successful-bakery-repeat-purchase-rate-the-percentage-of-customers-who-make-more-than-one-purchase-formula-customers-with-2-purchases-total-customers-100-customer-lifetime-value-clv-the-total-revenue-a-customer-generates-over-their-entire-relationship-with-your-bakery-formula-average-purchase-value-purchase-frequency-customer-lifespan-increasing-clv-is-one-of-the-most-effective-ways-to-grow-revenue-visit-frequency-how-often-customers-visit-your-bakery-e-g-average-visits-per-month-per-customer-increasing-visit-frequency-directly-increases-revenue-average-transaction-value-the-average-amount-customers-spend-per-visit-increasing-average-transaction-value-through-upselling-cross-selling-and-bundling-increases-revenue-without-needing-more-customers-net-promoter-score-nps-a-measure-of-customer-loyalty-and-likelihood-to-recommend-ask-customers-on-a-scale-of-0-10-how-likely-are-you-to-recommend-our-bakery-to-a-friend-or-colleague-nps-promoters-9-10-detractors-0-6-aim-for-an-nps-of-50-customer-satisfaction-score-csat-a-measure-of-how-satisfied-customers-are-with-their-experience-ask-how-satisfied-were-you-with-your-visit-today-1-5-scale-aim-for-4-5-average-loyalty-program-participation-rate-the-percentage-of-customers-who-participate-in-your-loyalty-program-aim-for-40-60-churn-rate-the-percentage-of-customers-who-stop-visiting-within-a-given-period-formula-customers-lost-during-period-customers-at-start-of-period-100-aim-for-less-than-10-15-monthly-churn-how-to-use-these-metrics-set-goals-for-each-metric-and-track-progress-over-time-spot-trends-are-retention-rates-improving-or-declining-is-visit-frequency-increasing-or-decreasing-compare-to-industry-benchmarks-to-understand-how-you-re-doing-relative-to-other-bakeries-test-and-experiment-try-new-loyalty-program-features-promotions-or-customer-experience-improvements-and-measure-the-impact-on-important-metrics-share-results-with-your-team-celebrate-improvements-and-work-together-to-deal with-areas-that-need-improvement-what-you-should-do-next-building-customer-loyalty-is-not-about-gimmicks-or-tricks-it-s-about-genuinely-caring-about-your-customers-and-creating-a-bakery-that-they-love-coming-back-to-it-s-about-consistent-quality-Great-service-genuine-relationships-and-making-customers-feel-valued-and-appreciated-the-strategies-in-this-guide-delivering-consistent-quality-creating-Great-experiences-put in placeing-loyalty-programs-building-community-personalizing-communications-making-it-easy-to-do-business-with-you-seeking-feedback-reducing-churn-offering-exclusive-benefits-and-measuring-results-are-all-proven-ways-to-build-customer-loyalty-and-increase-repeat-business-but-they-only-work-if-you-put in place-them-consistently-and-authentically-start-with-one-or-two-strategies-that-resonate-most-with-you-and-your-bakery-put in place-them-well-measure-the-results-and-then-add-more-strategies-over-time-don-t-try-to-do-everything-at-once-focus-on-doing-a-few-things-quite-well-and-remember-customer-loyalty-is-built-over-time-through-hundreds-of-small-interactions-and-experiences-every-time-a-customer-visits-your-bakery-you-have-an-opportunity-to-strengthen-their-loyalty-make-the-most-of-every-interaction-and-over-time-you-ll-build-a-base-of-loyal-customers-who-not-only-keep-coming-back-but-also-bring-their-friends-and-family-if-you-have-questions-about-building-customer-loyalty-for-your-bakery-or-if-you-d-like-to-share-your-own-loyalty-building-strategies-we-d-love-to-hear-from-you-send-us-a-message-on-whatsapp-at-86-137-5500-7928-or-email-at-sales-yuanmhe-com-we-re-always-happy-to-connect-with-bakery-owners-and-share-knowledge-and-ideas
• #plan-8-reduce-customer-churn-churn-customers-who-stop-visiting-your-bakery-is-inevitable-but-you-can-reduce-it-by-spoting-at-risk-customers-and-taking-action-to-win-them-back-action-steps-spot-at-risk-customers-use-your-loyalty-program-or-pos-data-to-spot-customers-who-haven-t-visited-in-a-while-e-g-30-days-since-their-last-visit-or-a-notable-decrease-in-visit-frequency-these-customers-are-at-risk-of-churning-reach-out-to-at-risk-customers-send-a-personalized-we-miss-you-message-with-an-incentive-to-return-e-g-it-s-been-a-while-here-s-20-off-your-next-visit-to-welcome-you-back-make-the-offer-genuine-and-valuable-not-generic-understand-why-customers-leave-when-customers-stop-visiting-try-to-understand-why-you-can-send-a-short-survey-to-churned-customers-we-noticed-you-haven-t-visited-in-a-while-we-d-love-to-know-what-we-could-do-better-your-feedback-would-mean-a-lot-to-us-understanding-why-customers-leave-helps-you-deal with-issues-and-prevent-future-churn-deal with-common-churn-causes-common-reasons-customers-stop-visiting-a-bakery-include-inconsistent-quality-poor-service-long-wait-times-limited-product-variety-higher-prices-than-competitors-or-a-bad-experience-deal with-these-issues-proactively-to-prevent-churn-create-win-back-campaigns-periodically-run-campaigns-to-win-back-former-customers-offer-exclusive-discounts-free-products-or-special-events-for-customers-who-haven-t-visited-in-a-while-make-them-feel-welcomed-back-not-forgotten-don-t-take-churn-personally-some-customers-will-leave-for-reasons-you-can-t-control-they-moved-their-preferences-changed-they-found-a-bakery-closer-to-their-home-focus-on-the-customers-you-can-retain-and-the-issues-you-can-deal with-don-t-waste-energy-trying-to-win-back-customers-who-left-for-reasons-beyond-your-control-plan-9-create-exclusive-benefits-for-loyal-customers-exclusive-benefits-make-loyal-customers-feel-special-and-appreciated-when-customers-feel-like-they-re-getting-something-that-others-don-t-they-re-more-likely-to-remain-loyal-and-spend-more-ideas-for-exclusive-benefits-early-access-to-new-products-let-loyal-customers-try-new-products-before-they-re-available-to-the-general-public-exclusive-products-create-products-that-are-only-available-to-loyalty-program-members-or-vip-customers-priority-service-offer-priority-ordering-or-pickup-for-loyal-customers-e-g-a-dedicated-express-line-for-members-special-discounts-offer-exclusive-discounts-or-promotions-for-loyal-customers-e-g-member-mondays-15-off-for-all-loyalty-members-free-products-on-birthdays-anniversaries-give-customers-a-free-product-or-special-treat-on-their-birthday-or-the-anniversary-of-their-first-visit-invitations-to-exclusive-events-invite-loyal-customers-to-special-events-tasting-parties-baking-workshops-holiday-celebrations-that-aren-t-open-to-the-general-public-personalized-offers-send-personalized-offers-based-on-customer-preferences-and-purchase-history-e-g-since-you-love-our-chocolate-croissants-here-s-a-buy-one-get-one-free-offer-just-for-you-surprise-rewards-occasionally-surprise-loyal-customers-with-unexpected-free-products-or-discounts-surprise-rewards-create-emotional-connections-and-generate-positive-word-of-mouth-plan-10-measure-and-improve-customer-loyalty-you-can-t-improve-what-you-don-t-measure-track-important-loyalty-and-retention-metrics-to-understand-how-well-you-re-doing-and-spot-areas-for-improvement-important-metrics-to-track-customer-retention-rate-the-percentage-of-customers-who-return-within-a-given-period-e-g-monthly-or-quarterly-formula-customers-at-end-of-period-new-customers-during-period-customers-at-start-of-period-100-aim-for-60-80-for-a-successful-bakery-repeat-purchase-rate-the-percentage-of-customers-who-make-more-than-one-purchase-formula-customers-with-2-purchases-total-customers-100-customer-lifetime-value-clv-the-total-revenue-a-customer-generates-over-their-entire-relationship-with-your-bakery-formula-average-purchase-value-purchase-frequency-customer-lifespan-increasing-clv-is-one-of-the-most-effective-ways-to-grow-revenue-visit-frequency-how-often-customers-visit-your-bakery-e-g-average-visits-per-month-per-customer-increasing-visit-frequency-directly-increases-revenue-average-transaction-value-the-average-amount-customers-spend-per-visit-increasing-average-transaction-value-through-upselling-cross-selling-and-bundling-increases-revenue-without-needing-more-customers-net-promoter-score-nps-a-measure-of-customer-loyalty-and-likelihood-to-recommend-ask-customers-on-a-scale-of-0-10-how-likely-are-you-to-recommend-our-bakery-to-a-friend-or-colleague-nps-promoters-9-10-detractors-0-6-aim-for-an-nps-of-50-customer-satisfaction-score-csat-a-measure-of-how-satisfied-customers-are-with-their-experience-ask-how-satisfied-were-you-with-your-visit-today-1-5-scale-aim-for-4-5-average-loyalty-program-participation-rate-the-percentage-of-customers-who-participate-in-your-loyalty-program-aim-for-40-60-churn-rate-the-percentage-of-customers-who-stop-visiting-within-a-given-period-formula-customers-lost-during-period-customers-at-start-of-period-100-aim-for-less-than-10-15-monthly-churn-how-to-use-these-metrics-set-goals-for-each-metric-and-track-progress-over-time-spot-trends-are-retention-rates-improving-or-declining-is-visit-frequency-increasing-or-decreasing-compare-to-industry-benchmarks-to-understand-how-you-re-doing-relative-to-other-bakeries-test-and-experiment-try-new-loyalty-program-features-promotions-or-customer-experience-improvements-and-measure-the-impact-on-important-metrics-share-results-with-your-team-celebrate-improvements-and-work-together-to-deal with-areas-that-need-improvement-what-you-should-do-next-building-customer-loyalty-is-not-about-gimmicks-or-tricks-it-s-about-genuinely-caring-about-your-customers-and-creating-a-bakery-that-they-love-coming-back-to-it-s-about-consistent-quality-Great-service-genuine-relationships-and-making-customers-feel-valued-and-appreciated-the-strategies-in-this-guide-delivering-consistent-quality-creating-Great-experiences-put in placeing-loyalty-programs-building-community-personalizing-communications-making-it-easy-to-do-business-with-you-seeking-feedback-reducing-churn-offering-exclusive-benefits-and-measuring-results-are-all-proven-ways-to-build-customer-loyalty-and-increase-repeat-business-but-they-only-work-if-you-put in place-them-consistently-and-authentically-start-with-one-or-two-strategies-that-resonate-most-with-you-and-your-bakery-put in place-them-well-measure-the-results-and-then-add-more-strategies-over-time-don-t-try-to-do-everything-at-once-focus-on-doing-a-few-things-quite-well-and-remember-customer-loyalty-is-built-over-time-through-hundreds-of-small-interactions-and-experiences-every-time-a-customer-visits-your-bakery-you-have-an-opportunity-to-strengthen-their-loyalty-make-the-most-of-every-interaction-and-over-time-you-ll-build-a-base-of-loyal-customers-who-not-only-keep-coming-back-but-also-bring-their-friends-and-family-if-you-have-questions-about-building-customer-loyalty-for-your-bakery-or-if-you-d-like-to-share-your-own-loyalty-building-strategies-we-d-love-to-hear-from-you-send-us-a-message-on-whatsapp-at-86-137-5500-7928-or-email-at-sales-yuanmhe-com-we-re-always-happy-to-connect-with-bakery-owners-and-share-knowledge-and-ideas
• #plan-9-create-exclusive-benefits-for-loyal-customers-exclusive-benefits-make-loyal-customers-feel-special-and-appreciated-when-customers-feel-like-they-re-getting-something-that-others-don-t-they-re-more-likely-to-remain-loyal-and-spend-more-ideas-for-exclusive-benefits-early-access-to-new-products-let-loyal-customers-try-new-products-before-they-re-available-to-the-general-public-exclusive-products-create-products-that-are-only-available-to-loyalty-program-members-or-vip-customers-priority-service-offer-priority-ordering-or-pickup-for-loyal-customers-e-g-a-dedicated-express-line-for-members-special-discounts-offer-exclusive-discounts-or-promotions-for-loyal-customers-e-g-member-mondays-15-off-for-all-loyalty-members-free-products-on-birthdays-anniversaries-give-customers-a-free-product-or-special-treat-on-their-birthday-or-the-anniversary-of-their-first-visit-invitations-to-exclusive-events-invite-loyal-customers-to-special-events-tasting-parties-baking-workshops-holiday-celebrations-that-aren-t-open-to-the-general-public-personalized-offers-send-personalized-offers-based-on-customer-preferences-and-purchase-history-e-g-since-you-love-our-chocolate-croissants-here-s-a-buy-one-get-one-free-offer-just-for-you-surprise-rewards-occasionally-surprise-loyal-customers-with-unexpected-free-products-or-discounts-surprise-rewards-create-emotional-connections-and-generate-positive-word-of-mouth-plan-10-measure-and-improve-customer-loyalty-you-can-t-improve-what-you-don-t-measure-track-important-loyalty-and-retention-metrics-to-understand-how-well-you-re-doing-and-spot-areas-for-improvement-important-metrics-to-track-customer-retention-rate-the-percentage-of-customers-who-return-within-a-given-period-e-g-monthly-or-quarterly-formula-customers-at-end-of-period-new-customers-during-period-customers-at-start-of-period-100-aim-for-60-80-for-a-successful-bakery-repeat-purchase-rate-the-percentage-of-customers-who-make-more-than-one-purchase-formula-customers-with-2-purchases-total-customers-100-customer-lifetime-value-clv-the-total-revenue-a-customer-generates-over-their-entire-relationship-with-your-bakery-formula-average-purchase-value-purchase-frequency-customer-lifespan-increasing-clv-is-one-of-the-most-effective-ways-to-grow-revenue-visit-frequency-how-often-customers-visit-your-bakery-e-g-average-visits-per-month-per-customer-increasing-visit-frequency-directly-increases-revenue-average-transaction-value-the-average-amount-customers-spend-per-visit-increasing-average-transaction-value-through-upselling-cross-selling-and-bundling-increases-revenue-without-needing-more-customers-net-promoter-score-nps-a-measure-of-customer-loyalty-and-likelihood-to-recommend-ask-customers-on-a-scale-of-0-10-how-likely-are-you-to-recommend-our-bakery-to-a-friend-or-colleague-nps-promoters-9-10-detractors-0-6-aim-for-an-nps-of-50-customer-satisfaction-score-csat-a-measure-of-how-satisfied-customers-are-with-their-experience-ask-how-satisfied-were-you-with-your-visit-today-1-5-scale-aim-for-4-5-average-loyalty-program-participation-rate-the-percentage-of-customers-who-participate-in-your-loyalty-program-aim-for-40-60-churn-rate-the-percentage-of-customers-who-stop-visiting-within-a-given-period-formula-customers-lost-during-period-customers-at-start-of-period-100-aim-for-less-than-10-15-monthly-churn-how-to-use-these-metrics-set-goals-for-each-metric-and-track-progress-over-time-spot-trends-are-retention-rates-improving-or-declining-is-visit-frequency-increasing-or-decreasing-compare-to-industry-benchmarks-to-understand-how-you-re-doing-relative-to-other-bakeries-test-and-experiment-try-new-loyalty-program-features-promotions-or-customer-experience-improvements-and-measure-the-impact-on-important-metrics-share-results-with-your-team-celebrate-improvements-and-work-together-to-deal with-areas-that-need-improvement-what-you-should-do-next-building-customer-loyalty-is-not-about-gimmicks-or-tricks-it-s-about-genuinely-caring-about-your-customers-and-creating-a-bakery-that-they-love-coming-back-to-it-s-about-consistent-quality-Great-service-genuine-relationships-and-making-customers-feel-valued-and-appreciated-the-strategies-in-this-guide-delivering-consistent-quality-creating-Great-experiences-put in placeing-loyalty-programs-building-community-personalizing-communications-making-it-easy-to-do-business-with-you-seeking-feedback-reducing-churn-offering-exclusive-benefits-and-measuring-results-are-all-proven-ways-to-build-customer-loyalty-and-increase-repeat-business-but-they-only-work-if-you-put in place-them-consistently-and-authentically-start-with-one-or-two-strategies-that-resonate-most-with-you-and-your-bakery-put in place-them-well-measure-the-results-and-then-add-more-strategies-over-time-don-t-try-to-do-everything-at-once-focus-on-doing-a-few-things-quite-well-and-remember-customer-loyalty-is-built-over-time-through-hundreds-of-small-interactions-and-experiences-every-time-a-customer-visits-your-bakery-you-have-an-opportunity-to-strengthen-their-loyalty-make-the-most-of-every-interaction-and-over-time-you-ll-build-a-base-of-loyal-customers-who-not-only-keep-coming-back-but-also-bring-their-friends-and-family-if-you-have-questions-about-building-customer-loyalty-for-your-bakery-or-if-you-d-like-to-share-your-own-loyalty-building-strategies-we-d-love-to-hear-from-you-send-us-a-message-on-whatsapp-at-86-137-5500-7928-or-email-at-sales-yuanmhe-com-we-re-always-happy-to-connect-with-bakery-owners-and-share-knowledge-and-ideas