How Nanny Wash improve its customer retainer through Laundro
Meet Nanny Wash
Incorporated since 2013, Nanny Wash Laundry a one stop laundry service provider for everyone. They has been providing their service in multiple location such as condominium and commercial space. Their hybrid laundry concept offers flexibility and convenience tailored to different customer needs.
Challenge
Customer incentives are prizes given to customers for engaging in behaviour that benefits the brand. It's a great tools for business operator to improve their customer experience and retention. However for self-service business, it is not easy for business operator to gather feedback and plan for customer incentive without having a personnel physically in the outlet.
Solution
By using Laundro, it allows them to capture users feedback actively. Every time when user used its application, feedback message will be prompted. As such, it enable Nanny Wash to engage with customers better.
Having the feedbacks collected, it allows Nanny Wash to take proactive action to contact and respond to the feedback. If they want to incentivize a customer who had a negative experience, they can offer a voucher for a future service at a discount. This voucher could be:
- Percentage off: "20% off your next wash cycle"
- Free Voucher: "One free drying cycle on your next visit"
By offering customers something that costs them little to no money, but which has value to them, they can easily encourage customer to act as a brand ambassadors on their behalf. Besides that, incentivise customers at the correct time is good for business operator because:
- Shows Customer they Care: Offering a voucher shows they acknowledge customer 's trouble and want to make things right.
- Encourages Repeat Business: A discount or perk might entice customer to give their business another chance.
- Gathers Feedback: If the voucher is tied to a survey or requires customer to contact them, it can be a way to understand what went wrong and improve.
Overall, feedback is a valuable tool for any self-service laundry business. It allows them to improve customer experience, optimize operations, strengthen customer loyalty, and gain a competitive advantage.