Customer Loyalty

1. Customer Loyalty
BY:RACHEL ISSLER

2. What is Customer Loyalty?
 Customer Loyalty can be described as when a consumer repeatedly comes back to
buy a product, service, or supports a brand.
 This can be seen in customer rewards cards, apps, or top regulars.

3. How Loyalty Works
When consumers purchase a product or service, you want them to revisit,
and tell their friends. You want to have returning and happy customers.
Loyalty is a never ending circle and it’s very hard to gain it back once it’s
broken.

4. Examples
 At my job, Dorothy Lane Market we built a loyal following through our
“DLM Club Card” through this loyal customers receive exclusive coupons. Everyone who signs up for a
club card gets sale prices, and for every $2 spent, they receive a point. These points never expire and you
can rack them up to get a discount price on staple items such as milk, eggs, bread, chicken, and ice cream.

5. Cost effective
 It costs more to gain the attention of new customers compared to regular
customers. People tell their friends about the places they love, hence word-of-
mouth marketing. People trust their friends opinion which drives more business.

6. How you can use it
 Point system
 VIP benefits
 Partnerships
 Accommodate
 Invest in your local community events

7. Brand Examples
 Sephora Insider Points-rack up points through purchase and receive free samples
 Amazon Prime-get fast free shipping and discounts in partnership with Whole
Foods
 Hyatt Loyalty Program-stays with Hyatt and redeem for free hotel nights
 Starbucks Rewards- earn star points and redeem for free drinks and treats.

8. How to analyze data
 Customer Retention- how long are your customers staying with you, are they
growing?
 Test your effectiveness of your loyalty
 Offer surveys, store reviews, check in’s
 Use social media to your advantage
 Talk to your customers, what do they want to see from you?

9. Video diving into Customer Loyalty
Incentives
 https://www.youtube.com/watch?v=WXoJGESl0x4&feature=emb_title

10. In Conclusion
 Merch creates a cult following, make limited edition shirts
 Try implementing an advocate/influencer program
 Get to know your customers, ask them about their likes/dislikes
 Remember the customer is always right, people remember their experiences at
businesses and how they were treated