These customer service stats pave the way for turning point-of-sale customer happiness into increased revenue, repeat visits, positive reviews and new customer referrals.

Turn point-of-sale customer happiness into referrals, reviews and repeat visits. published a list of 22 customer service statistics that got us thinking about how, specifically, these stats can be turned into actionable point-of-sale marketing insights. After all, the point-of-sale is often one of – if not “the” – last moments in a customer’s buying experience. Making it a more positive one can lead to all kinds of actions that you want the customer to take next:

  • Recommending your business to someone they know
  • Posting a positive review about your company
  • Giving your brand a shout out on social media
  • Deciding to come back again soon
  • Feeling good about their decision to do business with you

Customer happiness can lead to all these actions and more. If your point-of-sale marketing strategy is inadequate or non-existent, it’s doing nothing to contribute to customer happiness. Now is the time to take a closer look to see what you can improve.

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6 Ways to Improve Your Point-of-Sale Marketing Game

  1. Ask and Answer

Think about how hard you work to attract customers. Now imagine being able reach nine new prospects every time you made just one customer happy. Happy customers tell an average of nine people about their experience with a brand. One simple thing that you can do at the point-of-sale is to ask the question: Have we made you happy today?

Conversely, For every one customer who voices a complaint, twenty six other unhappy customers might not even speak up and give you the chance to make things right. When a customer complains they are doing you a favor! They are giving you a chance to improve the customer experience in a way that matters. They are giving you a chance to show that you really do care, that the customer truly is #1 with your company.

Customer happiness can lead to 9 referrals, customer dissatisfaction could cost you 16 potential customers. (American Express)

  1. Upsell and Cross-sell

Making recommendations for comparable items or suggesting add-ons, accessories and so on can produce an immediate return on investment. Why do you think waitstaff are trained to ask if you want dessert even while they are handing you the check? Why do you think ecommerce sites show you “you might also like…” and “customers who purchased this also bought…” items when you add something to your cart or prepare to check out?  Even if your happy customer doesn’t take action right away, you’ve also planted the idea, planting the seed for return visits and future purchases.

You’re 14x more likely to sell to an existing customer than a new one (Marketing Metrics)

  1. Get the Sign Up

Getting that email address should be an essential part of any point-of-sale marketing strategy. That email sign up represents a happy customer giving you permission to:

  • extend offers
  • tell them about events and sales
  • invite them to leave reviews
    • on your website for products/services they would recommend to others
    • on review websites such as Yelp, Google, Facebook and others
  • suggest add-ons and accessories
  • give them more reasons to like your brand
  • encourage them to share your content with friends, family and co-workers
  • invite them to follow you on social media

A 5% increase in retention rate can produce profit increases from 25% to 95%. (Bain & Company)

  1. Roll Out the Red Carpet

Have you stood in your customers’ shoes to know where they experience pain at the point-of-sale? Long queues, clunky processes and a general feeling that they don’t matter to you at the point-of-sale undermines any claims you make about customer service.

The happiest customers spend 140% more annually than the unhappiest customers. (Medallia)

Not only do you have to eliminate unnecessary hurdles at the checkout to make things faster, you also need to go slowly enough to give the customer your full attention and let them take all the time they want.

86% say they’re willing to pay more when the customer experience is better. (American Express)

  1. Say Something, See Something, Do Something

When a customer is gracious enough to say something went wrong in their experience, it’s up to you to see what you can do about it, then do it. Whether their dissatisfaction arose from something that happens to every customer or it was a fluke that just happened to them, whether it’s something that occurred inadvertently or on purpose, when the customer says something, your reaction is everything.

Customer happiness increases 37% when compensated with something of monetary value after a brand makes a mistake. But when the brand adds an actual apology, customer happiness increases 2x as much – to 74%. (Carey School of Business)

  1. Be Human

Are some customers in a hurry? Sure. But even more of them want you to remember that they are people, first, even at the point-of-sale.

“Human service” was ranked more than 2x as high as any other factor (number of channels, rich content, web assistance, social communities) when 9000 consumers ranked the most important aspects of customer support. (Genesys)

Taking time to make a personal connection that has nothing to do with the transaction itself can be a powerfully positive moment at the end of the customer experience.

Bank customers were 6x more likely to feel engaged when they got help quickly, but they were 9x more likely to feel engaged when the bank’s rep offered empathetic service (courteous, willing to help, expressing an understanding of how the customer felt, etc.) (Gallup)


Are you ready for a point-of-sale credit card processing solution that will work with – not against – your efforts to make the customer experience better? We can help! Reach out to us for a free, no-obligation quote for merchant services including payment processing and point-of-sale customer loyalty programs:

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Forbes list of customer experience predictions for 2019 starts off with the customer’s expectation of convenience and speed. From the beginning of the customer experience to the end, including at the point of sale.

You can win over a new customer only to lose them at the point of sale.

Consider this: A customer visits your brick and mortar or online store, and you manage to surprise and even delight them with a high level of customer service and product satisfaction… right up until they try to reward you by paying. Up until the last moment in the buying journey, your business got it right. But at the point of sale, something goes wrong, something is down, something is slow, something is clunky and cumbersome.

Given that this is the last moment in the customer experience for this transaction, doesn’t it stand to reason that a bad experience at the point of sale due to a problem with payment processing or poorly chosen merchant services equipment and software could negate or even replace all of the good brand impressions your business made up until the end?

Customizing your point of sale solution can create a competitive advantage.

Even if your point of sale payment processor and merchant services have performed well or adequately in the past, as technology continuously improves, the capabilities your point of sale equipment and software provide might be outdated now. If your competitors have new and improved merchant services tools and your tools don’t measure up, you’ve handed them a competitive advantage.

Working with a local payment processing company like 253 Payment Pros can put the competitive advantage back on the side of your business. Our goal isn’t just to sell you a point of sale solution or merchant services package and move on to the next customer, we want to make sure you get the most appropriate payment processing solution in place, and we are happy to customize an equipment and software package that serves your business well. What’s more, we want to work with you for the long haul. We can educate you on the latest technology and tools to make sure you are getting the most out of your point of sale solution.

Use marketing automation to improve customer satisfaction beyond the point of sale.

The second prognostication in Forbes’ customer service predictions for 2019 also argues for taking a fresh look at your payment processing solution: The triumph of digital over traditional communications. This is where your merchant services software can really shine, in generating automated email marketing that can:

  • reinforce positive customer perceptions about your brand
  • drive referrals via rewards, email and social media
  • increase positive online reviews and ratings
  • encourage feedback for customer support and satisfaction
  • increase customer visit frequency
  • communicate loyalty rewards totals and opportunities
  • increase revenues through special offers, add-ons and upgrades

Gift cards, loyalty and rewards programs facilitated through your payment processing solution can increase customer satisfaction, retention, referrals and much, much more. It’s also probably one of the most under-utilized tools; many businesses fail to take full advantage of the loyalty marketing options available to them in their merchant services software. We would be happy to help you set up post-sale marketing automation so that you can see an increase in revenues from sales of gift cards, return visits from loyal customers and referrals earned through high customer satisfaction.

Simple, seamless point of sale experiences satisfy consumer’s desire for self-service.

Number three on the Forbes 2019 customer satisfaction predictions especially reinforces the need to re-evaluate your merchant services solution overall, and payment processing in particular. Today’s customers want you to be available to them when they need you, but they also want to be able to serve themselves.

More than 8 out of 10 customers across all industries try to complete their own customer journey independently before reaching out to a brand representative (Gartner research). The extent to which a customer can research your products and services, find what they want from your business and complete payment to you without needing the help of someone on your team can create a competitive advantage for your business.

Upgrading and updating your point of sale software and equipment could be the key to satisfying customers who want to self-serve. And when paired with loyalty marketing software, these customers can still feel like they did business with a high level of personalized customer care, even if they never spoke directly with one of your employees.

Digital point of sale is not nice-to-have, it’s a must-have.

Another of Forbes’ predictions is something that shouldn’t surprise: The need to be a digital business. Once again, if you’re working with aging point of sale equipment and software or part of the customer transaction is still performed manually, now is a great time to reach out to us. We can help you with a customized point of sale solution that suits your business’s needs and packs a punch when it comes to return on investment.

When was the last time you upgraded your payment processing and other merchant services? When was the last time you even evaluated whether you have the best point of sale equipment and software in place? Get a no-stress, cost or obligation quote:

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Effective POS marketing strategies could make the last point of the buyer’s journey the most profitable one for your business.

9 POS Marketing Tactics Increase Average Spend and Generate New Revenues

If you evaluate the customer journey in terms of how it breaks down across each point, you may find that you’re failing to take advantage of many opportunities that could help you influence customers to spend more overall, choose upgrades, add-on accessories, and try new products or menu items. Instead of thinking about your marketing in terms of channels, lay it out so that you can see what occurs at each step of the buying journey:

  • Before the first time a customer visits your store or website
  • In-between customer visits to your store or website
  • As the customer arrives at and enters your store or website
  • What happens right after they arrive
  • While they’re browsing
  • As they approach the (POS) point of sale
  • At the point of sale register or checkout process – when the actual merchant services POS transaction occurs
  • After the POS – what happens after the payment processing transaction?

In this model, what occurs during the point-of-sale portion of the customer visit (including what happens immediately afterward) could constitute one-third of the opportunities you have to impact how much the customer spends and whether they spent more than they would have otherwise (because of the marketing tactics you employed at the POS).

9 POS Marketing Ideas for Generating Higher Sales

As they approach the POS

This is when the customer has clicked on their cart or started the checkout process online, when they’re approaching the cash register or standing in line, waiting at the table for you to bring the bill or take their payment, etc. At this point in the buying process, the customer has mentally stopped shopping. In their minds, they have everything they need in their carts (or tummies). However, according a poll, five out of six Americans admit to impulse buys, so the game is by no means over!

  1. Appeal to pioneers and early adopters.

These are the individuals who just looooove being the first to try something new. They relish being ahead of the rest when it comes to new technology, products, or services. While customers are waiting to start their transactions, use marketing to ask whether they missed out on new arrivals to your company’s line up.

  1. Use technology to mitigate the wait.

Studies show that consumers perceive their wait time to be less when digital signs, kiosks, and other devices are present. While you have the customer as a captive audience, entertain and engage them with digital displays, videos, or interactive messaging.

  1. Remind them of past purchases.

The idea behind Amazon’s “dash” buttons is genius: Make it easy for customers to replenish supplies as soon as they run out (or even before). Before the customer transactions is completely underway, use information about their historical purchases to generate questions that might remind them it’s time to repurchase something they may be running out of or which they would enjoy again.

During the POS transaction

This is the moment where the payment processing transaction process has begun but has not yet been completed by the merchant services company. Questions and suggestions raised here can instantly increase the amount of the sale and make the customer happier, since they didn’t miss out on something they couldn’t find or miss an opportunity to scoop up a special deal.

  1. Start with what they couldn’t find.

Tried and true, asking customers if they searched for something they weren’t able to find is a great way to ensure they leave with everything they came for. It’s also an invaluable way to discover whether there are additional needs your business could be meeting by adding specific menu items, products, or services based on customer demand.

  1. Tell them what they might also like.

Another e-commerce point of sale technique that brick and mortar businesses of all kinds could be using is the “you might also like” suggestion. This is where you can talk about the benefits of upgrading, upsizing, and add-ons like accessories or warranties that might enhance their purchase.

  1. End with last-chance opportunities.

Before payment is submitted, ask customers whether they want to take advantage of any last-chance or limited time offers. These are offers that help customers feel like they’re getting the most value for their dollars and in an era where direct mail and email offers often go unread, they’re also offers that customers might be unaware of and open to considering before payment processing is finalized by the merchant services company.

After the POS transaction has concluded

This is the time immediately after the merchant services transaction. The post-POS marketing tactics you deploy here give you a chance to get feedback, ask for reviews, and remind customers about what’s coming to your business in the near future, so that you can immediately get them thinking about returning. Post-POS marketing and marketing done in-between visits can increase the frequency with which the customer visits, thereby increasing their lifetime value to your company.

  1. Information on the receipt.

Many businesses now use receipts to generate coupons for future visits, ask customers to complete online surveys, or remind them about upcoming events. Plus, since many people keep receipts around for accounting or tax purposes, they can provide a lasting reminder about your company long after the payment processing transaction has been completed.

  1. Ask for a review or rating.

Stars and positive reviews are the new word of mouth. They are the data that prospects use to decide whether to try your business in the first place, and set expectations for how they perceive your brand, and how they feel about doing business with you. While your company is still top-of-mind in the moments following a successful point of sale transaction, ask the customer to leave a review for your business and make it easy to do so, with digital devices placed in-store or an online link to a review site provided with the digital receipt.

  1. Get the registration.

Every POS merchant services transaction should give your business the opportunity to gather contact information for email marketing. Email is far and away the channel most consumers cite as their preferred method for receiving brand communications. Make sure that if you haven’t yet gotten the customer’s email address otherwise, you capture it at the point of sale, by emailing receipts to customers rather than print them directly in-store or online.

Every point during the buying journey offers unique opportunities where your business can engage the customer. Make sure you’re making the most of the last – and most powerful – part of the customer journey so that you’re not leaving money on the table.