Onboarding Experience

• Welcome email with introduction to the Alabama Brick team, confirmation of order, and guidance on next steps.
• A personalized welcome note included with the first order, thanking customer for their purchase and set expectations.

Communication Cadence

• Weekly updates about the status of projects or orders, sent via email or text.
• Monthly newsletters highlighting new products, construction trends and tips, or spotlighting completed projects.

Client Education

• Online guides and videos showing how to select, store, and install our products.
• Tips for maintaining the quality of our masonry materials over time.
• Occasional seminars/webinars discussing construction trends and showcasing case studies.

Personalized Touches

• Birthday greetings sent to customers via email or regular mail.
• Congratulatory note or small gift when a project is completed.
• Special offers or discounts to reward customer loyalty.

Visuals and Documentation

• Photos of completed projects sent to the customer showing their transformed space.
• Detailed reports or progress recaps sent on a regular basis.

Feedback and Proactive Support

• Customer satisfaction surveys sent after completion of projects, with an option for customers to opt for a callback for unresolved issues.
• Proactive check-ins from account manager, especially for large projects.

Guarantee or Promise

• A service guarantee that any damages during delivery will be rectified promptly.
• A promise of consistent quality, ensuring that all supplied materials meet our high standards.

Operational Excellence

• Ensuring promptness and reliability in all scheduled deliveries.
• Maintaining high communication standards, including clear, polite, and timely responses.
• Maintaining an organized and clean appearance of delivery trucks and team attire.
• Providing flexibility to schedule or reschedule deliveries to suit customer's needs.

Renewals & Contracts

• Offer annual supply contracts or discounts for committed repeat customers
• Provide volume-based prepay discounts to incentivize bulk purchases

Upsells & Cross-Sells

• Offer accessory or complementary products (e.g., grout, sealer) during checkout
• Cross-sell related building materials to customers purchasing bricks and stones

Bundling & Packaging

• Launch tiered product bundles (Basic, Premium, Ultimate) catering to different customer needs
• Develop all-in-one building packages that includes all necessary materials for a project

Loyalty & Retention Programs

• Implement a loyalty points program where points can be redeemed for discounts
• Provide exclusive benefits to frequent buyers, such as fast-track delivery or priority product reservations

Custom Services and Personalization

• Offer premium consultation services for personalized, project-specific material guidance
• Develop white-glove tiers for high-value customers, including dedicated account managers

Pricing Strategy

• Offer discounts on long-term supply contracts to encourage commitment
• Implement value-based pricing, charging more for premium products and services
• Consider competitor pricing to ensure pricing is competitive but provides value

Customer Data and Insights

• Implement a CRM system to track customer behaviors and identify churn or upsell opportunities
• Develop analytics to track customer purchase patterns for tailored marketing and sales efforts

Referral Incentives

• Provide a 5% discount on next purchase for both referrer and referee
• Offer bulk order discounts or free delivery for every 3 successful referrals

Shareable Assets

• Develop pre-made social posts highlighting client success stories
• Create referral cards to distribute at the showroom or during deliveries
• Provide visually appealing email templates for easy sharing

Timing and Triggers

• Utilize testimonials and completed project images to ask for referrals
• Trigger referral requests post-delivery or upon successful completion of a project

Client Success Stories

• Collect testimonials from satisfied clients and use them in marketing materials
• Highlight successful projects on social media to inspire referrals

Referral Contests

• Initiate a 'Refer & Win' contest offering a grand prize for the top referrer
• Monthly recognition for top referrers on social channels

Partner or Affiliate Programs

• Collaborate with local builders, architects, designers for a referral partnership
• Set up tracking systems to accurately reward referral partners

Thank-You Experience

• Send handwritten notes of thanks to top referrers
• Surprise top referrers with unexpected gifts or vouchers
• Publicly recognize top referrers on social media or newsletters