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Research Outline
Prepared for Charanpal B. | Delivered February 22, 2020
Loyalty/Retention Programs
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Goals
To identify home service companies that have loyalty/retention programs, including how these programs work. This research will help develop an understanding of loyalty programs in the home service industry.
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Early Findings
Company: The Cleaning Agents
The Cleaning Agents
is a company that provides cleaning services for homeowners and renters.
This is done in order to provide select benefits to customers in support of the business and promote its services through the
customer loyalty program.
This is a loyalty-based program through which customers
earn points
using different methods.
The most important component of the loyalty program is the right to earn a
free cleaning service.
Points are
accumulated i
n the following ways:
First time clients-
25 points
.
Ongoing customers-
5 points
per cleaning.
Referrals-
15 points.
Leaving a review on each platform-
5
points each (Facebook, Instagram, Google,
N
e
x
t
d
o
o
r
).
Following the Instagram and Facebook page —
5 points
each.
Reposting the company and tagging it —
5
points
The
rules
are:
Once one reaches
100
points, they join the hundred club whose reward is
25%
off the next cleaning.
Once a customer reaches
200
points, they join the two-hundred club whose reward is
50%
off the next cleaning.
Once a customer reaches
300
points, they join the
t
h
r
e
e
-
h
u
n
d
e
d
club whose reward is
75%
off the next cleaning.
When a customer reaches
400
points, they join the four-hundred club whose reward is a free cleaning.
A free cleaning service can only be achieved through the
customer loyalty program.
Summary of Early Findings
Our first hour of research was spent scanning for information surrounding loyalty and retention programs provided by home service companies. We determined that information on a variety of companies such as renovation, cleaning, furnace/air conditioning, pet care, lawn care, appliance servicing, plumbing, painting, among others, is publicly available. We included information on one company in the early findings.
A U.S. focus was adopted for initial research and scanning for data availability. If broader focus is desired, please inform us in any response.
Please select one or more of the options provided in the scoping section below.
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