We thank our customers for supporting us, and providing the necessary feedback to help us further develop our programs. We hope our Customer testimonials can help offer real tangible information to other businesses who may need these services but would like to know a little more about how TracPoint Wireless products and services work in actual practice.
We see about a 10% return rate on TracPoint's Thank you Self Mailers. People seem to hold onto these cards because they are the same size as a credit card and fit easily into a wallet. Customers often bring a friend or family member, or they just give the cards to a friend or family member -- they even work as a loyalty program in that way.
Another reason why we continue to order more is because our staff loves them. The sales reps support it 100% because they see customers coming through the door, which ultimately results in their paychecks. At the end of the day, the Self Mailers drive traffic in our stores. That's the purpose, and they do it.
Sean Jones, Superior Wireless, Authorized Verizon Wireless Dealer
I'd like to share something with all other wireless retailers that has been working well for my locations over the last couple of months. TracPoint now offers plastic gift card mailers that can be sent out right from your stores to drive additional traffic.
These self mailers are completely customizable, but for my offers, I've chosen to give $50 off any phone and $10 off any accessory. We have mailed approximately 500 self mailers over the last two months and have seen a 6.8% redemption rate on the phone gift card and 3.4% redemption rate on the accessory gift cards.
These plastic gift card mailers have driven approximately $5k worth of additional gross profit to our 2 locations in the last 60 days and my total cost on this project has been under $500!
This is a great way for retailers of all sizes to drive some additional business. Using these thank you and upgrade self mailers can help solidify the relationship with your current customers, drive supplemental sales and create an even better purchasing experience for every customer. I would absolutely recommend using TracPoint's gift card self mailers!
Here's the process I took:
1) Contact TracPoint to purchase your customized self mailers (800.404.4450). These mailers are Verizon coop approved for 100% reimbursement.
2) TracPoint allows you to have unique serialized barcodes on all the mailers, so if your point of sale software allows it, this is a great way to track and have added security for each self mailer. Import the unique serialized barcodes into your POS software to ensure one time redemption and accurate tracking.
3) Once the mailers are shipped to your stores, have your sales reps hand write a personalized thank you to eligible clients and offer them special gift cards as a token of your appreciation. These mailers have your logo and information, making them only good at your stores. Write an expiration date on the card to drive immediate traffic. We strive for 10 completed hand written cards per rep per shift.
4) Management then collects the thank you cards, adds a stamp and mails. This step ensures rep accountability for the number of cards completed and ensures that stamps and gift cards are not misused.
5) The sales reps then update the customer notes in the POS software and follows up by phone to verify that the customer received the gift card mailer and invites the client in for an appointment.
I'm glad that I've gotten the chance to share my success with this program and I hope this tip is able to drive additional revenue to all your stores this season!
Dustin Campbell, Campbell Communication (A Moorehead Communication sub dealer)
Got 2B Wireless purchased Upgrade Self Mailers from TracPoint. We had TracPoint custom design our mailers and send them off to our store so we could reach our customers directly. When mailing to our customers who were upgrade eligible we received around a 5% return rate, or about 10x the response rate of traditional direct mail. TracPoint's self mailers are also better than other mailing collateral because they can be handwritten on and personalized for the customer, they are sent directly out from our stores so they reach our customers quickly, and TracPoint makes it extremely easy to get co op approval for their products.
I would definitely recommend TracPoint to others in the wireless industry. My sales representative was very knowledgeable, easy to work with, and able to get my custom artwork and proofs back to me in a timely manner.
TracPoint's Gift Card Self Mailers are great!
Jarrett Sanford, Owner, Got 2B Wireless, Authorized Verizon Wireless Retailer
We purchased the Thank You and Upgrade formats of the PermaLite Gift Card Self Mailers. We had our pieces designed specifically to have certain deals and the discounts of our choosing. We sent them out to targeted customers and they have been redeeming the offers, which are only good at our stores. We have seen a good result so far, and are hoping for an even greater return in the coming months.
These products work great in comparison to other advertising media, and we would absolutely recommend TracPoint to others in the wireless industry. The sales staff was extremely helpful. Our contact returned our calls in a very timely manner, kept me posted on the status of our order and also went out of his way to be sure we were taken care of. We had a great experience with TracPoint, and the customer service was the main reason.
Sara Barnowski, Wireless USA, Verizon Authorized Retailer
As a Premium Retailer for Verizon Wireless, our customers are vital to our growth and success as a company. We operate 15 Premium Retailer locations in the Midwest area. We are constantly evaluating our marketing strategies and which forms of advertising are the most effective and give us the most return on our investment. Over the past few years, we have found that the traditional forms of advertising (newspaper, radio, and TV) are becoming less effective or you have to spend a lot of money to make them effective.
We started using TracPoint products a couple of years ago based on the quality of their products as well as their perceived value to the customer. We started with a monthly Thank You piece that gets mailed out every month as well as a Loyalty Program piece for our customers. We started seeing an immediate return rate on both of our initial pieces that was higher than what we were seeing from our other vendor prior to TracPoint. Since then we have utilized TracPoint and their products several times to send out promotional offers to customers in new markets where we opened a location as well as business cards that have an offer on the back for the customer to return to your store location. Late in 2010, we did a large mailing with TracPoint to our existing customer base with both a phone offer and an accessory offer. The return rate on that campaign was the largest we have seen in our company's history across all forms of advertising. This photo shows the number of TracPoint cards that were redeemed at one of our store locations in about a 3 week time period- AMAZING!!!
We are just starting to use the TracPoint Self-Mailer piece to follow-up on calls with customers who are eligible to upgrade into new equipment as well as their Gift Card piece. I am confident that we will see success with these two pieces.
The team over at TracPoint has been great to work with. They are familiar and understand the wireless industry, they do all the work to get our products 100% approved and paid for through Coop and they have taken care of all my needs in a timely and professional manner. I would strongly recommend TracPoint to any wireless retailer who wants to see a lift in their sales and profitability.
Ronald Carlson Jr., Vice President, Cellular Communications, Inc. Premium Verizon Retailer
We decided to purchase TracPoint's Gift Card Upgrade and Thank You Self Mailers. We felt that we needed a better way to reach out to our upgrade eligible customers as well as thanking our customers for doing business with us.
The Self mailers were very easy to use. We simply went through our database and called customers that were eligible for upgrades. If they declined our offer we told the customer that, "we will be mailing you out a couple gift cards in case you decide to get a new phone. Is it ok if we give you an additional $25 off your new phone?" We have seen great results from this implementation of the upgrade self mailers.
We are seeing a large return rate from these Gift Card Mailers. Roughly 20-30% of all mailers are being redeemed when we couple them with a personal call prior to sending them out.
Not only do the Gift Card Self mailers work, but we have seen far more success with them than we do with newspaper ads. Not to mention that every mailer is barcoded, so they are much easier to track than other types of marketing collateral. It is simple to see exactly how well they are working.
I would definitely recommend TracPoint to others in the wireless industry, unless they are in Central Minnesota. The team was very easy to work with. I'd like to thank them for all the hard work.
Dustin Schroeder, President, Cellular Experts, Verizon Premium Retailer
We have been a long time customer of TracPoint, and have ordered several of their products, including: In-store Loyalty Cards, Business/Gift Cards, Gift Card Self Mailers and Personalized Plastic Gift Card Mailers. Standard marketing techniques just don't produce the result that they used to, especially in this industry, and TracPoint does a great job of coming up with new and innovative programs that help drive customers into our doors and keep them coming back.
We are specifically excited about our new Gift Card Self Mailers. We purchased both the Thank You and Upgrade formats. We typically mail the Upgrade Self Mailers out in conjunction with our 5 Star calls. So far, we have seen a great response. Ever since starting this program our 5 Star take rate has increased a lot. We see people coming in and using the cards on a regular basis.
With other marketing collateral, response really depends on the time of year. We use TracPoint loyalty and marketing programs year round. Newspaper ads and flyers may produce results around the holidays, but we have confidence in TracPoint's mailers and have seen steady redemption rates all year round. This is probably due to the high perceived value of the pieces. People seem to hold on to them, and even if they're not going to use them right away, they will keep them in their wallet or purse till a later date when they will use them. Especially with the economy the way it is, people are constantly looking for discounts, even those who don't usually use coupons. Many people have an issue with using coupons, or may even be a little embarrassed to bring them into the store, but with these high grade cards, all types of customers seem to have no problem with bringing them in and collecting their savings... basically, these cards just bring people into our stores.
We would absolutely recommend TracPoint to any Wireless Retailer, that is of course unless they are our direct competitor!
For companies like us that don't have a full time marketing department, they take the headache out of direct mail. We can get campaigns going quickly, and TracPoint has the experience in the industry so we know that the products have been tested and will produce the best possible results. Even for larger retailers, TracPoint is a fantastic option. They can collect great savings by utilizing a multitude of TracPoint's programs, and can get great results for a very reasonable rate.
The team at TracPoint is easy to work with. They will take the time to get to know our company and really understand what the goals are that we are trying to reach. They are experts at what they do and focus on marketing programs that really works.
We are happy to give TracPoint our continual business and are excited to see what new products they will have for us in the future.
Neal Ehrlich, President of Bud's Express Cellular, Verizon Authorized Retailer
We have purchased the Loyalty Card and Personalized Plastic Gift Card Mailer programs from TracPoint. TracPoint's mailers give our company a new marketing option, aside from standard paper mailers. We customized the plastic mailers and implemented targeted direct mail campaigns to specific prospects around our stores. We prefer TracPoint's mailers to over traditional advertising because it allows us to offer a customized offer specific to the dealer, which is only good at their stores; helping to bring customers directly to their dealerships.
We are very pleased with the results that we have received from the mailers. We have seen increased sales in each location that has utilized the mailers. We even had high return in months between April and August, which is typically a slower time of year for us.
TracPoint loyalty products go above and beyond what standard advertising does. Their cards provide personalization and a more focused reach to prospects, along with the ability to see what was redeemed through barcode tracked cards.
I would absolutely recommend TracPoint to other Wireless Retailers. They have good programs, at reasonable prices, and they work well with our marketing focus to help us reach our marketing goals.
We worked with Tony who was very professional and was there whenever we needed his input or assistance. Tony was able to solve a few logistical hurdles in a timely manner, while they were producing our products, and helped make implementation that much easier. He was extremely valuable to us and the experience as a whole. I am very pleased with the TracPoint program and will continue to use the mailers. I like the fact that TracPoint is a 100% Verizon Coop approved vendor, and will take care of every part of the Coop process, which saves us a lot of time and follow up.
Drew Bowman, North Pacific Supply, Verizon Premium Retailer
"We decided to use TracPoint's programs because the Wireless Retail market is becoming an ever more saturated market and customers now have a multitude of options for where they can buy their phones and accessories. This made us realize that we need every possible tool to help differentiate ourselves from the competition. TracPoint's loyalty card program is the perfect tool to drive customers back to us.
"There are several benefits that the loyalty cards have brought to Bedford Cellular, one of which is the referral program that we give to our customers to hand out to their friends and family. These referral key tags help us gain awareness in the community while marketing ourselves at a low cost."
"We hand out our loyalty cards to each customer who purchases a phone. Because of this, our customer carry our loyalty cards with them at all times, unlike typical mailers and other marketing pieces that are simply discarded with the rest of the junk mail."
"Having these loyalty cards at our point of sale makes accessory sales almost a foregone conclusion.I would strongly recommend TracPoint and their programs to all Wireless Retailers. Our loyalty program has nearly doubled our accessory take rate (accessories purchased per phone activation) from .6 to 1.1 in just a few months!"
"We really enjoyed working with the TracPoint team. They were very supportive and responsive throughout the entire process of implementing the program. They are a refreshing change from some marketing and advertising companies I have worked with in the past."
Darren Fortner, President. Bedford Cellular, Verizon Wireless Retailer
"We have purchased Loyalty Cards and Gift Card Mailers from TracPoint, and we could not be happier with the results. The quality of the products along with the back-end services delivered by TracPoint was exceptional. These cards allow us to give tangible incentives to our customers to buy more and raise our revenue per transaction, all-the-while, getting them to come back to our stores."
"The Dual Gift Card Upgrade Mailer has been a huge success. Having the accessory card in addition to the equipment incentive raised our average profit per transaction by $12. To have a marketing campaign that provides a great value for the customer while raising our profit per transaction is incredible."
"Brad and the team at TracPoint have played a significant role in our growth over the past years, by supplying loyalty and marketing solutions that are far superior to that of our competitors. We at Wireless are happy to share our success with such a remarkable organization."
Anthony Snare, Director of Client Retention. Wireless, Verizon Wireless Premium Retailer
"We purchased Loyalty and Thank You Gift Card programs from TracPoint. Their products are first rate, and have forever changed the way we deal with our customer base. Before using the cards, we lacked the communication channels to our customers. The loyalty cards come with gift card keytags, which gives our sales reps the opportunity to reach out and contact our customer base to remind them that they have something of value and they should come back into our store to use it. Being able to reach out to the customers more often has created a greater connection with our base and has made our store, the customer's store."
"Aside from opening up new communicative channels the loyalty cards have offered many other benefits to my company. By integrating a referral key tag on the card, we get people to talk about our particular store and expand our reach in the community."
"The loyalty cards have also helped us build our database. Collecting information from customers has become a much easier task for my sales reps. Initiating the conversation with our customers to get their information has become a breeze because our loyalty cards offer a sign up incentive. With this information we can do so much more to market to our base. By gathering the customer's personal information and using this on our TracPoint Thank you mailers, we have made both programs even more effective!"
"There really is no contest between TracPoint Plastic Mailers and standard paper mailers. The mailers are bar coded and trackable, so we can see exactly how successful each campaign was. Because of the high perceived value of the cards, our customers keep the cards instead of throwing them away like traditional mailer. This created another opportunity to reach out to our customers and remind them that they have a gift card that his good exclusively at our store."
"These products are for Retailers that are in business for the long haul. Building up our database and sharing this information between all our stores has made our company infinitely more effective, and has provided us with many different opportunities to increase sales. The programs that TracPoint offers, has allowed our company to become proactive with our customers and prospects. We can get people into the stores by offering them something of value with the TracPoint Mailers and keep them coming back to our stores with the loyalty cards."
"TracPoint's Programs are turnkey and have allowed us to continually market, and market successfully, to our customer base. Each month that we have implemented TracPoint's products, we have seen incrementally greater returns. I would absolutely recommend TracPoint Wireless to any retailer that is tired of lousy returns on their marketing campaigns and for those who are ready to forge a lasting relationship with their customers."
"TracPoint Wireless helps Wireless Experts sell well."
Jonathan Bergman,Vice President of Global Communications, US Cellular Authorized Retailer and Wireless Experts, Verizon Wireless Premium Retailer
"We purchased $10.00 Thank you gift card mailers and gift cards. We wanted a way to thank our customers for purchasing a phone from us and also help drive them back to our stores to buy accessories or other items. The gift cards give us a level of credibility that our old gift certificates did not. The cards are of the highest quality and customers love them, and the cards are always mailed out quickly and efficiently. The service allow us to increase customer satisfaction while allowing us to Brand our business. We are seeing a return rate that is ten to fifteen times greater than what we previously used. The whole team at TracPoint Wireless have been wonderful. Mike helped us navigate through what our needs were now, while addressing our future plans."
Brian Jarry - Vice President of Sales. Family Wireless
"Brad MacArthur and his team of retail pros at TracPoint Wireless know how to drive new wireless customers into your store and keep them for life. This isn't easy. But they've invested years to design, develop and now deliver the practical tools you need to make sales happen: sales that are immediate; sales that are abundant; and sales that are profitable."
Ed Legum - President, Hownet.
www.hownet.com (Ed Legum is one of the consumer electronics industry's most highly regarded consultants and instructional designers. He has worked extensively within the wireless field, developing professional skills of sales & management personnel for over 60 wireless companies including Alltel, US Cellular, Bell Mobility, T-Mobile, AT&T, and Verizon Wireless)
"We purchased Loyalty Cards and Gift Cards from TracPoint Wireless. The quality of the cards stands head and shoulders above ones I?ve seen. If I were a customer I would feel guilty throwing one a way. The Loyalty Card Program was just what we were looking for as a way to keep our existing customers coming back to us for future purchases. It creates value and in today?s economy that is important to us. From start to finish Tracpoint Wireless was professional and a breath of fresh air to deal with."
Jerry Marckress, Vice President - Spring Valley Wireless
Mid-America Wireless participates in the Loyalty Card, Gift Card Mailer & Gift Card Programs and the vanity 800# service with TracPoint Wireless. Brad and his team have been really great to work with. Their experience in the wireless industry and their insight into loyalty marketing have been a real asset to helping us determine what programs make sense for Mid-America Wireless. The production and delivery of the cards as been outstanding as well. The Loyalty Card Program has allowed us to create an "advantage club" program for our guests and provides incentives to our guests every time they visit or stores. For our new guests, we send a "Thank You" Gift Card that provides an incentive to return to the store, and we also send a card to our guests who are nearing the end of their contract to encourage them to take advantage of savings when upgrading their handset. We've long been looking for a gift card program that we could implement with our IQ business system. The Gift Card Program with TracPoint works well with our IQ system, allowing us to track all gift cards and use the cards for multiple purposes.
Gary Wilbers, President - Mid-America Wireless
"We decided to go with the Loyalty Cards and Gift Cards with TracPoint Wireless. We wanted to start our loyalty program by targeting our customer base and introduce our New Customers to MS Wireless. The quality of the product and the service from TracPoint Wireless was excellent. They helped us formulate our Loyalty Program quickly and effectively. Our Loyalty Program is a cornerstone of our business, with each one of our customers receiving a Loyalty Card, Referral Card and Upgrade discount card at some point during their service with us. TracPoint is great to work with! They have a great understanding of the Wireless Market. Further, they know that Customer Retention is essential to any successful business. When we first started talk about an MS Wireless Loyalty Program we were not sure what direction to go in. TracPoint helped us to conceptualize the program and then provided us with a very effective loyalty campaign."
Hector E. Galicia, Director of Customer Retention - Mobile Systems Wireless
"We purchased Gift Card Mailers from TracPoint Wireless because we wanted to try this method of reaching our existing customer base. The quality of the products were very good, and the production group was timely. We implemented a tracking code to monitor how many of these cards came back. I have never seen customers come into our store in the way that they did with these cards. By creating an expiration date, and putting the customer?s name on the card, it gave the card shelf life, and we still had customers coming in with these cards even 2 months later. I have never seen such an effective marketing campaign"
Stephanie Hampton - Vice President. The Digital Store
"We purchased Loyalty Cards and a Vanity 800# from TracPoint Wireless. The products that we have purchased have been several notches above all other choices we have researched. Overall the design, ease of use, and function, has been essential in achieving our goal of gaining and retaining loyal customers, in a fickle marketplace. We utilize a Vanity 800# in all our advertising to give our customer a convenient easy to remember way of getting in contact with us. By using the online portal we can observe how our staff is communicating with our clients, and coach accordingly to improve our clients experience.
We utilize the Loyalty Cards to provide us with the ability better stay in touch with our clients. It keeps our name in front of them, provides them with discounts, a referral bonus and gives us their e-mail for future specials and or communications. Our repeat business is up by more than 10% since we have started using the cards. Our accessory attachment rates are also up. I can't attribute our entire success to these products, but certainly they are a factor. We have seen a 15% increase in profit from 2007 - 2008, this can be attributed to an increase in repeat business, and a better customer experience. If you give your customers a reason to be loyal, a lot of them will be."
Matt Kamla - COO - Cell Plus
"We purchased Gift Card Mailers from TracPoint Wireless. Tracpoint provides a product of excellent quality. The colors are bold and brilliant, and the lines and text are crisp and clean. Mike Salinas provided prompt, professional service from start to finish. He took the time to understand the needs of our company and worked with us to create a customized gift card program. Customer response has been outstanding! Christiano Cellular utilizes the Gift Card Mailers to offer our valued customers an opportunity to receive a discount on future purchases. It is because of the dedication and hard working individuals at Tracpoint Wireless that we have achieved a high return on our investment with them."
Sharon Christiano, Owner - Christiano Cellular
Case Study- Custom 800 Numbers Help Wireless Dealer Monitor Incoming Calls to 29 Locations & Track Ad Campaign
BACKGROUND: Connectivity Source is a market leader in the retail and B2B wirelesscommunication industry, operating 29 retail locations in two states.
CLIENT PROFILE: Connectivity Source, Houston, TX- Scott Aronstein, President
A fellow wireless dealer recommended the company use vanity 800 numbers with call tracking and recording services to monitor their advertising campaigns.
Connectivity Source has now been using vanity 800 numbers for two years.
CHALLENGE: Connectivity Source was placing each store's local phone number in their ads as theresponse tool. They had to list multiple phone numbers in each ad, and they had nomethod in place to track campaign performance.
STRATEGY: Highlight easy-to-remember Custom 800 numbers in all advertising campaigns, and useaccompanying call tracking reports to monitor campaign effectiveness.
800-NEW-DEAL 866-NEW-DEAL 877-NEW-DEAL 888-NEW-DEAL
RESULTS: Since activating four Custom 800 numbers, Scott Aronstein, President of Connectivity Source says, "We have more control over our advertising campaigns, and can review their effectiveness. With the vanity 800 numbers and real-time tracking service, we can immediately look at the source of incoming calls after a campaign launches, and tie each response back to a specific media buy."
Aronstein explains how the 800response program helps his business, "Vanity 800 service with call tracking is a beneficial program for businesses with multiple locations in the same area code. Not only can you track campaign results, but you can test the performance of promotions and advertising outlets, and modify campaigns based on actual results."
The advanced call routing technology simplified a cumbersome practice, allowing the company to change their old advertising strategy of listing many different numbers, to featuring just one phone number in their ads. Aronstein says, "Instead of listing each location with that store's local phone number, we can list just one phone number, and limit the amount of copy and clutter in our ads. And, the Custom 800 numbers are also easier for people to remember than numeric phone numbers, especially in radio and billboard campaigns."
The company's district managers also use Call Recording to monitor how employees handle their incoming calls. "We play back the recordings for the staff so they can pinpoint where their sales skills may need improvement. By monitoring the recordings each store manager can improve their employee training, which affects the overall customer service experience we deliver," says Aronstein.
Scott Aronstein, President - Connectivity Source
Case Study- Wireless Dealer Uses Custom 800 Numbers to Monitor Ad Performance & Train Sales Staff
BACKGROUND: Custom 800 numbers were introduced into the Canadian market in June 2006. A national wireless company headquartered in British Columbia activated a Custom number to use in their advertising campaigns.
CLIENT PROFILE: Cellcom operates 42 retail locations providing wireless communications solutions throughout British Columbia, Alberta and Ontario. Cellcom provides initial and ongoing sales training to all sales representatives, empowering them to maximize their potential and equip them for success.
CHALLENGE: The company was looking to improve their advertising response rates. They had been using a numeric phone number in their advertising, but consumers could not recall the number when it came time to order wireless service and products.
STRATEGY: Place their Custom 800 number in all forms advertising media to measure response rates and closely monitor the performance of each media buy.
RESULTS: "Our Custom 800 number has brought a lot of value to Cellcom's advertising program," says Tina Kenville, Marketing Manager. The company uses a mix of advertising vehicles to reach consumers, including radio, direct mail, flyers, and newsprint ads.
Eighty percent of the company's advertising is national, with 20% targeting consumers in specific markets. Kenville says, "By referring to the call tracking reports we have identified the types of advertising media that deliver the greatest return for our national outreach program, and we are able to track region-specific events and promotions."
Kenville goes on to share that the company also uses 1-800-NEW-CELL to reinforce the Cellcom brand. "Since activating the Custom 800 number with "NEW-CELL we are in the process of adjusting our logo slightly to highlight the word "Cell" and link the Custom 800 number to the company's identity."
Cellcom also has the recording feature active on their account. Kenville explains how they use the service, "The general managers of each retail location use the recordings to monitor the performance of their sales representatives, train reps to overcome customer objections, and deliver more incoming leads for the reps to convert into sales."
Going from a numeric phone number to an unforgettable Custom 800 number has proven to be a valuable learning process for Kenville and other executives at Cellcom. The company now has a tracking process in place to monitor the performance of their advertising, and tie the performance directly to specific media expenditures.
-Tina Kenville, Marketing Manager - Cellcom