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Providing Incentives
Overview 
Benefits should be mutual!
Introduction
The Opportunity 
If the opportunity is fulfilled, 
it will be a stress-free process!
The Current Situation
Key Success Factors 
• 1. Optimal use of advertisements. 
• 2. Barnes and Noble’s ability to communicate. 
• 3. Student’s ability to initiate.
Analysis of Alternatives
Strategic Action 
Tangible benefits is key!
Benefits 
+ Student Loyalty and Satisfaction
Benefits 
+ Increases Profits
Benefits 
+ More dedicated customers
Benefits 
Happier customers... …Increases sales revenue! 
Customer Satisfaction 
0 50 100 
Comet 
Waitrose 
Aldi 
Amazon 
Sales Growth(%) 
Comet 
Waitrose 
Aldi 
Amazon 
-20 -10 0 10 20 30
Risks 
- Influx of one-time, seasonal customers.
Risks 
- Possible Deficits
Recommendations 
+ Advertisements
Recommendations 
+ Communicate!
Recommendations 
+ Incentives and/or Loyalty Programs
Recommendations 
+ Make it all flow
References 
• Rozen, S. (2011, September 1). Effective Advertising Techniques we Can Learn from 
infomercials. Retrieved November 29, 2014, from http://forty.co/effective-advertising- 
techniques-we-can-learn-from-infomercials 
• Peiguss, K. (2012, April 3). 7 Customer Loyalty Programs That Actually Add Value. 
Retrieved November 29, 2014, from 
http://blog.hubspot.com/blog/tabid/6307/bid/31990/7-Customer-Loyalty- 
Programs-That-Actually-Add-Value.aspx 
• PR Loyalty Solutions. (2012, June 21). Reasons for Loyalty Programs - What They 
Can Do. Retrieved November 29, 2014, from 
http://prloyaltymarketing.com/customer-loyalty/reasons-for-loyalty-programs-what- 
they-can-do/ 
• Kerschbaum, J. (2013, November 26). How to Convert One-Time Customers Into 
Repeat or Lifetime Customers. Retrieved November 29, 2014, from 
http://searchenginewatch.com/sew/how-to/2309171/how-to-convert-one-time-customers- 
into-repeat-or-lifetime-customers
References 
• Joseph, C. (2010, October 8). What Are the Benefits of Delivering Excellent 
Customer Service? Retrieved December 6, 2014, from 
http://smallbusiness.chron.com/benefits-delivering-excellent-customer-service- 
2086.html 
• Paternoster, L. (2012, February 22). The missing link: How customer service 
drives sales and market share. Retrieved December 6, 2014, from 
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link- 
How-customer-service-drives-sales-and-market-share.html
Appendix 
Contact information for Business Owner Interviewed 
Name: Cavan Myers 
Business: St. Petersburg College Tarpon Springs Bookstore 
Location: 674 E Klosterman Road, Tarpon Springs, FL, 34689 
Email: AM8048@bncollege.com

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Providing incentives

  • 4. The Opportunity If the opportunity is fulfilled, it will be a stress-free process!
  • 6. Key Success Factors • 1. Optimal use of advertisements. • 2. Barnes and Noble’s ability to communicate. • 3. Student’s ability to initiate.
  • 8. Strategic Action Tangible benefits is key!
  • 9. Benefits + Student Loyalty and Satisfaction
  • 11. Benefits + More dedicated customers
  • 12. Benefits Happier customers... …Increases sales revenue! Customer Satisfaction 0 50 100 Comet Waitrose Aldi Amazon Sales Growth(%) Comet Waitrose Aldi Amazon -20 -10 0 10 20 30
  • 13. Risks - Influx of one-time, seasonal customers.
  • 14. Risks - Possible Deficits
  • 17. Recommendations + Incentives and/or Loyalty Programs
  • 18. Recommendations + Make it all flow
  • 19. References • Rozen, S. (2011, September 1). Effective Advertising Techniques we Can Learn from infomercials. Retrieved November 29, 2014, from http://forty.co/effective-advertising- techniques-we-can-learn-from-infomercials • Peiguss, K. (2012, April 3). 7 Customer Loyalty Programs That Actually Add Value. Retrieved November 29, 2014, from http://blog.hubspot.com/blog/tabid/6307/bid/31990/7-Customer-Loyalty- Programs-That-Actually-Add-Value.aspx • PR Loyalty Solutions. (2012, June 21). Reasons for Loyalty Programs - What They Can Do. Retrieved November 29, 2014, from http://prloyaltymarketing.com/customer-loyalty/reasons-for-loyalty-programs-what- they-can-do/ • Kerschbaum, J. (2013, November 26). How to Convert One-Time Customers Into Repeat or Lifetime Customers. Retrieved November 29, 2014, from http://searchenginewatch.com/sew/how-to/2309171/how-to-convert-one-time-customers- into-repeat-or-lifetime-customers
  • 20. References • Joseph, C. (2010, October 8). What Are the Benefits of Delivering Excellent Customer Service? Retrieved December 6, 2014, from http://smallbusiness.chron.com/benefits-delivering-excellent-customer-service- 2086.html • Paternoster, L. (2012, February 22). The missing link: How customer service drives sales and market share. Retrieved December 6, 2014, from http://www.instituteofcustomerservice.com/1768-8887/The-missing-link- How-customer-service-drives-sales-and-market-share.html
  • 21. Appendix Contact information for Business Owner Interviewed Name: Cavan Myers Business: St. Petersburg College Tarpon Springs Bookstore Location: 674 E Klosterman Road, Tarpon Springs, FL, 34689 Email: AM8048@bncollege.com