Energon Program Changes & Customer Service Team
Since we launched our store, our loyalty program has been and continues to be one of the most generous in the industry, we have always seen a tradeoff for store and consumer, a simple driving focus to offer the lowest prices. By having a program that promotes repeat business and shows substantial savings to our customer prepeared to accept our business model of sourcing lowest prices in the market that requires certain sacrifices on both end user and store fronts, in terms of time to import and our margins.
We note the average PC customer has historically now 15 orders or more with us and has used an average of $500 in discounted products. $500 off toys can be a nice saving .
So from April 1. the redemption of Energon points is changing, there will be 2 redemptions available to cash out,
Spend $500 - $10 voucher available
Spend $1000 - $85 voucher
all referral and pc in public t-shirt vouchers will remain unchanged .
Current Redemption remains unchanged until the 1st and vouchers from the current scheme will still be able to be used after the 1st.
We also will be announcing a overhaul of our Customer Service
We have been working on something for the last month which we are excited about that will not impact prices but will enhance response times to queries.
It has been frustrating for many of you we know, but to simply fix the solution quickly as possible would of meant a substantial increase in cost prices of products, so we have heard the feedback and worked substantially on how we can service the 5000 new customers we obtained in 2016 that has meant we have outgrown many previous processes to handle the enquiry volume.
on our warehouse end, we are now shipping 300 orders a week based on feb 2017 figures, this is compared to 50 a week in feb 2016 and why we hired more help in this area. This is the most important part of our operation as we do not want you to be waiting because we have an item that was pre ordered just sitting around storage, this is not happening and we encourage people to try our in stock orders if you wan't to understand just how fast we ship out items that arrive or are in hand with our warehouse.