Developing Loyal Customer

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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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Developing Loyal Customer

  1. 1. Teguh Prayogo Twitter : @teguh_trainer
  2. 2.  ………………….  ………………….  ………………….  ………………….  ………………….  ………………….  ………………….  …………………. Teguh Prayogo teguh_trainer@yahoo.com
  3. 3. If You’re looking for Loyalty, Get a Dog! Teguh Prayogo teguh_trainer@yahoo.com
  4. 4. 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
  5. 5. Loyalty Programs • Clear benefits • Achievable rewards • Consistency • Appreciation • Engaging • Sustainability • Rewarding referrals • A feeling of Personalized and ongoing print and electronic communications
  6. 6. Teguh Prayogo teguh_trainer@yahoo.com
  7. 7. Customer Service is not a Department Is an Attitude Teguh Prayogo teguh_trainer@yahoo.com
  8. 8. “The function of business is to attract and maintain customers.” -
  9. 9. Teguh Prayogo teguh_trainer@yahoo.com
  10. 10. 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
  11. 11. Listening Teguh Prayogo teguh_trainer@yahoo.com
  12. 12. Rap on plane
  13. 13. Christmas
  14. 14. Perceived Value Defined by your customers Teguh Prayogo teguh_trainer@yahoo.com
  15. 15. Every Service Point is Critical On-TimeDelivery Personal Technical Service
  16. 16. • • • • • • • Parking Checking in Locating your room Examining your room Wireless access Examining the bathroom Comfort of the bed
  17. 17. • 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. Teguh Prayogo teguh_trainer@yahoo.com
  18. 18. • Revenue and Market Share Increase • Employee Retention Increase • Profits Increase • Costs Shrink Teguh Prayogo teguh_trainer@yahoo.com
  19. 19. What is a Loyal Customer Worth? Teguh Prayogo teguh_trainer@yahoo.com
  20. 20. Example: Manufacturing Firm
  21. 21. Example: Retail Industry
  22. 22. Teguh Prayogo @teguh_trainer teguh_trainer@yahoo.com

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