decathlon’s focus on customer loyalty proves to be winning formula - melisa cakir, decathlon...
TRANSCRIPT
Engaging customers for
loyalty
Why do we talk about LOYALTY?
It is 6-7 times more expensive to acquire a new customer
Acquisition cost is H
IGH
It is easier to convert loyal &
existing customers in to sales
Conversion Rate
Higher Basket Price
Loyal customers will spend 70% more
than a normal customer
They will talk about you
The what...
• KNOW YOUR CUSTOMER • STOP MASS , GO – ONE TO ONE – • INVEST TIME NOT MONEY • MEASURE
Before we start
KNOW WHO IS TALKING ABOUT
YOU
Start a conversation
SURPRISE THEM!
SEND THEM SOMETHING THEY
WANT
Make them share more
Make them the ambassadors
Ask for reviews and use them
