Objective

Transform customer satisfaction into emotional loyalty by creating memorable, personalized, and community-driven shopping experiences.

1. PERSONAL CONNECTION INITIATIVES

Action: Train team and members on personalized engagement.

• How:

  • Host quarterly training on greeting customers by name, recognizing repeat visitors, and offering thoughtful suggestions.

  • Provide a notepad or app for managers to log notable customer preferences for regulars.

KPI: % of returning customers greeted by name or with personalized service.

2. SURPRISE & DELIGHT PROGRAM

Action: Launch random acts of kindness at checkout.

• How:

  • Provide Store Managers a monthly “Delight Budget” (e.g., $100) for use on small surprise perks:

    • Free item with purchase ​

    • Small seasonal gift or Member sample ​

  • Encourage team to document moments on social media or internal Slack.

KPI: Number of surprise perks distributed monthly; social media engagement.

3. CUSTOMER STORYTELLING

Action: Showcase customer and vendor stories.

• How:

  • Feature one customer and one member weekly on Instagram, TikTok, or newsletter (“What They Love at Westside”)

  • Set up signage in-store for member backstories or “Meet the Maker” highlights.

KPI: Story post reach; in-store feedback or mentions.

4. LOYALTY & REFERRAL PROGRAM

Action: Introduce “Insider Perks Club”

• How:

  • Offer perks like:

    • 10% off after 5 visits (need to set up in BMBerry first before we offer)

    • Birthday gift (need to set up in BMBerry first before we offer)​​

    • Early access to tent sales or new arrivals

  • Reward social media reviews and referrals with $10 gift cards.

KPI: Loyalty signups; repeat visit rate; referral growth.

5. COMMUNITY & EVENTS

Action: Host quarterly community-driven events.

• How:

  • Weekly classes (DIY decor, floral arranging, candle making)

  • Local artist market or vendor spotlight days.

  • “Customer Appreciation Saturdays” with snacks and giveaways

KPI: Event attendance; vendor participation; customer feedback.

6. INSTAGRAMMABLE SPACES

Action: Build one themed photo wall per store.

• How:

  • Design a seasonal or branded backdrop (e.g., “I found it at Westside”)

  • Add signage encouraging customers to tag @westsidemarketshops

KPI: Number of tagged photos; increase in follower count.

7. FEEDBACK LOOP + FOLLOW-UP

Action: Collect, respond to, and act on feedback.

• How:

  • Place QR codes around store linking to a quick survey.

  • Rotate a “You Spoke, We Listened” board monthly with visible updates.

  • Reward thoughtful feedback with a thank-you card and coupon need to discuss and decide

KPI: Monthly feedback submissions; resolution time.