developing loyal customer

27
Teguh Prayogo Twitter : @teguh_trainer

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Post on 02-Nov-2014

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Several tips which is inspiring us to develop loyalty reward program. Still basic. You can improve with what resource and condition you have.

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Page 1: Developing Loyal Customer

Teguh PrayogoTwitter : @teguh_trainer

Page 2: Developing Loyal Customer

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Teguh [email protected]

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If You’re looking for Loyalty,

Get a Dog!

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Or Better Yet… Get a Partner with Loyalty Programs Expertise!

If you know your product, you are a human CATALOG

If you know your services, you are a TECHNICIAN

If you know you can match your products and services to the customer’s needs, you are a SALESPERSON

If you know your customer’s problems and business, you are a CONSULTANT

If you know your customer’s industry, market challenges, and competitors, you are an EXPERT

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Loyalty Programs

• Clear benefits

• Achievable rewards

• Consistency

• Appreciation

• Engaging

• Sustainability

• Rewarding referrals

• A feeling of Personalized and ongoing print and electronic communications

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Teguh [email protected]

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Customer Service is not a Department

Is an AttitudeTeguh Prayogo

[email protected]

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“The function of business is to attract and maintain customers.”

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Why customers stop doing business with a company?

Move away

Develop friendships or business alliances with other companies

Go out of business

Leave because of quality issues

Didn’t like the way they were treated

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Listening

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Rap on plane

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Christmas

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Perceived ValueDefined by your customers

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On-TimeDelivery

Personal Technical

Service

Every Service Point is Critical

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• Parking

• Checking in

• Locating your room

• Examining your room

• Wireless access

• Examining the bathroom

• Comfort of the bed

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• Identify the POC

• Understand what value your customer desire from each POC

• If there is a disconnect Develop your employees and improve processes to fill the GAP.

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• Revenue and Market Share Increase

• Employee Retention Increase

• Profits Increase

• Costs Shrink

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What is a Loyal Customer Worth?

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Example: Manufacturing Firm

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Example: Retail Industry

Page 27: Developing Loyal Customer

Teguh Prayogo

@teguh_trainer

[email protected]