PPT-Chapter 14 Customer Loyalty and Retention

Chapter Objectives Understand the differences between the service marketing concepts of loyalty and retention and the relationship between the two Discuss why the concept of customer retention has become increasingly important. GRANBURYRSCOM PAGE 2 How much do you know about your customer base Sure you probably recognize a few customers by name and maybe you know their favorite drink But how much of your business is generated by your loyal customers versus those just passin Donor Retention . Process not a Project. Commitment. Retention . Versus. . Loyalty. How do they relate?. Retain. 1. to . keep possession of. 2. to continue to use, practice, etc.: . to retain an . Seminar in ISEM. Chuk. . Cheuk. . Ka. 12204560. Lau Ming . Sze. 12202401. Ng . Ka. Fan. 12202967. Tsoi. . Chak. . Fei. 14204991. Wan Chun Kit. 12203033. Wong . Tsun. Lam. 12210498. Gruen. . T.W., . Loyalty . St. 6. Objective: Students will Evaluate, Develop, & Measure customer loyalty & Satisfaction. Customer Loyalty. Faithful to a cause, ideal, custom, institution or product.. Unswerving allegiance to specific brands or products. . and Loyalty. Dr. Ananda . Sabil. Hussein. Chapter Questions. What are customer value, satisfaction, and loyalty, and how can companies deliver them?. What is the lifetime value of customers?. How can companies cultivate strong customer relationships?. <<. Fields . of . Gold. >>. . . for . Presented by . David O’Sullivan, Director, Ignition – integrated ideas people. Sean Collins, . Head of CRM, Musgrave . MRPI. For FMCG brands the . Classifying Relationships with Customers. . Type of Relationship--Firm and Customer. Nature of . Service Delivery . . “Membership” No Formal Relationship. Continuous. MANAGING B2B . CUSTOMER LOYALTY . Today’s competitive markets require a well defined Customer Experience (CX) strategy. The 3 important steps to have a well defined CX strategy are . Hence. , . Platform for . Brick-and-Mortar SMBs. POWERFUL. SIMPLE. AFFORDABLE.. Building Loyalty & Customer Engagement is still a Struggle in . 2014. Consumers. , . SMBs, eager for effective and ‘easy to use’ loyalty services . https://. www.youtube.com/watch?v=5EkiOwoLz-4. TED Talk – . Customer Loyalty. Customer Loyalty. Faithful to a cause, ideal, custom, institution or product.. Unswerving allegiance to specific brands or products. . Process not a Project. Commitment. Retention . Versus. . Loyalty. How do they relate?. Retain. 1. to . keep possession of. 2. to continue to use, practice, etc.: . to retain an . old custom. . . 3. to continue to hold or have. Directed By :. Doaa. Abu . Alwafa. . Understanding Customer-Defined Quality. In a total quality setting, quality is defined by the customer.. The following points about customer-defined quality:. The customer must be the organization’s top priority.. insight driven . execution!. Efficiency. OUR MISSION. TANI AT A GLANCE. 13 years. 23+ . Sectors. 65+ . Brands. 6.121+ . Campaigns/year. 1.15 BN TL+ . Inc.Revenue. 29 . Loyalty Programs. 44 M+ . Unique Consumers. The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or...