Customer Onboarding Guide

How to introduce customers to your loyalty program

Why Customer Onboarding Matters

Great onboarding increases customer participation by 70%!

Customers who understand your loyalty program from day one are more likely to:

  • Remember to provide their Customer ID
  • Check their points regularly
  • Redeem rewards and come back more often
  • Recommend your business to friends

Customer Registration Process

Method 1: In-Person Registration

What You Do (Business Owner)
  1. When customer makes their first purchase, ask: "Would you like to join our loyalty program and earn points for free rewards?"
  2. Explain: "You'll earn 1 point for every ₦1,000 you spend, and can redeem points for free meals/discounts"
  3. If they agree, take their details:
    • Full name
    • Phone number
    • Email address
  4. Register them in your ChopPoints dashboard
  5. Give them their Customer ID immediately
  6. Explain how to use it for future purchases
What Customer Experiences
  1. Makes purchase and gets offered loyalty program
  2. Provides contact details
  3. Receives Customer ID on the spot (e.g., "JDO234")
  4. Gets welcome email within minutes
  5. Learns how to check points and redeem rewards
Example Registration Conversation

You: "Hi! Thanks for choosing us today. Would you like to join our loyalty program? It's completely free and you'll earn points for every purchase that you can redeem for free meals."

Customer: "Sure, how does it work?"

You: "Simple! For every ₦1,000 you spend, you earn 1 point. Each point is worth ₦75, so it's like getting 7.5% back. I just need your name, phone number, and email to get you started."

Customer: "Okay!" (provides details)

You: "Perfect! Your Customer ID is JDO234. Just mention this number when you order next time and you'll earn points automatically. You'll also get an email with all the details."

Method 2: QR Code Self-Registration

Print and Display QR Codes

Customers scan with their phone to register themselves!

  • Place on tables, counters, or walls
  • Include simple instructions
  • Perfect for busy periods
Customer QR Code Experience
  1. Sees QR code at your business
  2. Scans with phone camera
  3. Fills registration form on their phone
  4. Submits details
  5. Gets confirmation with Customer ID
  6. Receives welcome email
📱 Phone Screen
Join Bose's Bakery Loyalty!
Name: John Doe
Phone: 08012345678
Email: john@email.com

Customer fills details and submits

Welcome Email Experience

Every new customer receives an automatic welcome email that explains everything they need to know:

Pro Tip: The welcome email is sent from your business name (not ChopPoints) and replies go directly to your business email, maintaining your customer relationship.

Teaching Customers How to Use the Program

Key Points to Explain

1. How to Earn Points
  • Simple rule: "Spend ₦1,000, earn 1 point"
  • Just remember your ID: "Always mention your Customer ID when ordering"
  • Automatic calculation: "We calculate and award points automatically"
  • Email confirmation: "You'll get an email showing points earned (Premium businesses only)"
2. How to Check Points Balance
  • Online anytime: "Go to choppoints.com and click 'Check My Points'"
  • Enter your ID: "Type your Customer ID to see your balance"
  • Ask us: "We can always check your balance when you visit"
  • Email updates: "Every email shows your current total (Premium businesses only)"
3. How to Redeem Rewards
  • Visit us: "Come to our location with your Customer ID"
  • Choose reward: "Tell us what you'd like to redeem points for"
  • We process it: "We deduct points and give you the reward"
  • Get confirmation: "You'll receive an email confirming the redemption (Premium businesses only)"

Sample Rewards Menu to Share

Bose's Bakery Rewards Menu
  • 5 points - Free bottled water
  • 8 points - Free soft drink
  • 12 points - Free meat pie
  • 15 points - 20% off any purchase
  • 20 points - Free sandwich meal
  • 25 points - Free birthday cake slice
  • 30 points - Free full lunch combo
  • 50 points - Free celebration cake

Points never expire! Save up for bigger rewards!

Keeping Customers Engaged

Best Practices for Loyalty Success

Always Ask for Customer ID
  • Make it routine: "What's your Customer ID?" should be standard
  • Be patient: Help customers who forget their ID
  • Look them up: Search by phone number if they forget ID
Celebrate Milestones
  • First redemption: "Congratulations on your first free meal!"
  • Point milestones: "You've earned 50 points total - well done!"
  • Regular customers: "Thanks for being a loyal customer!"
  • Birthdays: "Happy birthday! Here's a special bonus."
Promote the Program
  • Visible signage: Display loyalty program benefits
  • Personal mentions: "Don't forget to earn points today!"
  • Social media: Share customer success stories
  • Word of mouth: Encourage customers to tell friends

Common Customer Questions & Answers

FAQ for Customers

Q: Do my points expire?
A: No! Your points never expire. Save them up for bigger rewards.

Q: Can I use points at other businesses?
A: Points are specific to our business, but you can join loyalty programs at multiple places.

Q: What if I forget my Customer ID?
A: No problem! We can look you up by phone number or email.

Q: Can I transfer points to someone else?
A: Points are tied to your account and can't be transferred.

Q: How do I check my points balance?
A: Visit choppoints.com and click "Check My Points" or ask us when you visit.

Success Stories & Examples

Sarah's Journey

Week 1: Sarah joins the loyalty program when buying lunch (₦2,000 = 2 points)

Week 2: Returns for breakfast (₦1,500 = 1 point, total: 3 points)

Week 3: Brings friends for dinner (₦8,000 = 8 points, total: 11 points)

Week 4: Redeems 10 points for free sandwich, still has 1 point left

Result: Sarah becomes a regular customer and tells her friends about the great rewards!

Birthday Surprise

Ahmed's Story: Regular customer with 15 points saved up. On his birthday, he visits and you surprise him with a free birthday cake slice (normally 25 points) plus singing! Ahmed posts on social media and brings his family the next week.

Lesson: Small gestures create big loyalty and word-of-mouth marketing.

Business Impact: Businesses using ChopPoints see an average of 30% increase in customer return visits and 25% increase in average order value from loyalty program members.

Quick Reference for Business Owner

Registration Checklist
  • ☐ Explain program benefits
  • ☐ Get customer consent
  • ☐ Collect: name, phone, email
  • ☐ Register in dashboard
  • ☐ Give Customer ID immediately
  • ☐ Explain how to use it
Daily Management
  • ☐ Ask for Customer ID with every order
  • ☐ Record orders in ChopPoints dashboard
  • ☐ Mention points earned to customers
  • ☐ Suggest redemptions when appropriate
  • ☐ Help customers check balances
  • ☐ Promote program to new customers

Customer Onboarding Guide - ChopPoints Platform

For support: support@choppoints.com | Visit: choppoints.com