Developing Loyal Customer

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Teguh PrayogoTwitter : @teguh_trainer

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Teguh Prayogoteguh_trainer@yahoo.com

If You’re looking for Loyalty,

Get a Dog!

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

Loyalty Programs

• Clear benefits

• Achievable rewards

• Consistency

• Appreciation

• Engaging

• Sustainability

• Rewarding referrals

• A feeling of Personalized and ongoing print and electronic communications

Customer Service is not a Department

Is an AttitudeTeguh Prayogo

teguh_trainer@yahoo.com

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

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

Listening

Rap on plane

Christmas

Perceived ValueDefined by your customers

On-TimeDelivery

Personal Technical

Service

Every Service Point is Critical

• Parking

• Checking in

• Locating your room

• Examining your room

• Wireless access

• Examining the bathroom

• Comfort of the bed

• 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.

• Revenue and Market Share Increase

• Employee Retention Increase

• Profits Increase

• Costs Shrink

What is a Loyal Customer Worth?

Example: Manufacturing Firm

Example: Retail Industry

Teguh Prayogo

@teguh_trainer

teguh_trainer@yahoo.com

Developing Loyal Customer

Business