Post on 17-Jun-2015
description
Encouraging Customer LoyaltyEncouraging Customer Loyalty
Prepared by,
Christia Michael (2011596301)Christia Michael (2011596301)Nurul Afifah Janis (2011154199)Nurul Afifah Janis (2011154199)
Ernest Georgennye Minjimin (2011745017)Ernest Georgennye Minjimin (2011745017)Mohammed Faizy Kassim (2010574515)Mohammed Faizy Kassim (2010574515)
UiTM Sabah CampusUiTM Sabah CampusDiploma in Tourism ManagementDiploma in Tourism Management
Customer Service (HTT160)Customer Service (HTT160)June 2012- Oct 2012June 2012- Oct 2012
Customer Loyalty
Customers loyalty is a term used to describe the tendency of customers to return to a product or organization regularly because of service and satisfaction their receive.
Customer loyalty is when an organization receives the ultimate reward for the way it interact with its customer.
Adapted from,Ellen G. (2005-2012) Customer Service Basics, from
http://www.customerservicebasics.com/customer-loyalty-definition.htm
Relationship are built on trust !
What is trust?A key element in cementing interpersonal
relationship.
Assured reliance on the character , ability , strength , or truth of someone or something.
Adapted from,
Merriam (2012), Merriam Webster, from http://www.merriam-webster.com/dictionary/trust
Touch point
Any instance in which a service provider or organization comes in contact with customer.
A point of interaction, especially between a business and its customer or consumers.
Adapted from,Oxford Dictionaries (2012) The world’s most trusted dictionaries, from
http://oxforddictionaries.com/definition/english/touchpoint
How to build trust
Communicate Effectively And Convincingly Communicate with feeling and emotion with your customer Provide more fact than figures.
Display Caring And Concern Emphasize to your customer that you have their best interest at
heart. “Their problem is your problem”
Be Fair Treat all customer (internal/external)with respect.
Admit Error Or Lack Of Knowledge Apologize , accepting responsibility and then quickly and
appropriately solving the problem or getting necessary information
Cont….
Trust Your Customer Make a good faith and effort to accompolish the deal with your
customer. Customer always want the best value and service for their money.
Keep Your Word Do not promise what you cannot deliver.
Provide Peace Of Mind Be positive and assertive.
Be Responsible For Your Customer Relationship One-on-one approach to work with customer helps satisfy immediate
needs while building a basis for long-lasting relationship.
Cont….
Personalize Your Approach Helping customer to feel accept can create a bond that will keep
them coming back.
Keep An Open Mind Maintain open mind as your habit to assess your attitude about your
job, customer, product, and service before making a deal.
Individual Service Address different customer with other because different customer
have different desires and needs.
Show Respect Respect other customer point of view even tough you do not agree
with the customer decision.
Customer Relationship
Customer relationship is the practices of building and maintaining ongoing friendships with customers in an effort to make them feel comfortable with an organization and its service providers and to enhance customer loyalty.
Customer relationship management CRM involves identifying customer needs, understanding and
influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer.
Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.
Adapted from,
Wikipedia (21 September 2012) Retrieved 24 September 2012 from, http://en.wikipedia.org/wiki/Customer_relationship_management
Customer Retention
Customer Retention is the ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them for life.
Benefits of CRM
Less need to obtain new customer
Reduced marketing costs
Increase ROI
Enhanced loyalty
Elevated profitability
Targeted marketing
Cost of Dissatisfied Customer
Phrase that refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one as a result of having a dissatisfied customer leave an organization.
Role of Channel Partner Relationship on Customer Loyalty
Channel partner is a relationship of two organizations in which they are able to build a larger and stronger competitive presence in the market place.
Their role: Reducing business cost The availability of product and services become wide.
3 Types of Channel Partner: Transactional or indirect Tactical Strategic
Provider Characteristics Affecting Customer Loyalty
Responsiveness Knowledge
Adaptability Perceptiveness
Communication Skills Planning Ability*
Decisiveness Problem-Solving Ability
Enthusiasm Professionalism
Ethical Behavior
Initiative
*Planning process model
Set a goal
Select best alternatives
Create implementation
plan
Identify Alternatives
Examine and evaluate
Making the customer number one
Churn is a process of a customer switching between products or companies, often simply to get better price, rebate, or warranty
Moment of truth defines as any instance when a customer comes into any contact with any element or representative of an organization.
Contact point instance in which a customer connects with a service provider or some other aspect of an organization.
Steps to provide excellent customer service
Make positive initial contact
Establish Rapport
Identify and satisfy customer needs quickly
Exceed expectations
Follow up
Enhancing customer satisfaction as a strategy for retaining customers
Pay attentionDeal with one customer at a timeKnow your customersGive customers special treatmentService each customer at least adequatelyDo the unexpectedHandle complaints effectivelySell benefits, Not featuresKnow your competition
TQM & CQI TQM & CQI a systematic approach to identifying and
quantifying best practices in an organization and industry in order to make improvements in effectiveness and efficiency.
Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.
Adapted from,
Margaret R. (September, 2005) Search CIO, from http://searchcio.techtarget.com/definition/Total-Quality-Management
References Ellen G. (2005-2012) Customer Service Basics, from
http://www.customerservicebasics.com/customer-loyalty-definition.htm
Merriam (2012), Merriam Webster, from http://www.merriam-webster.com/dictionary/trust
Oxford Dictionaries (2012) The world’s most trusted dictionaries, from http://oxforddictionaries.com/definition/english/touchpoint
Wikipedia (21 September 2012) Retrieved 24 September 2012 from, http://en.wikipedia.org/wiki/Customer_relationship_management
Margaret R. (September, 2005) Search CIO, from http://searchcio.techtarget.com/definition/Total-Quality-Management
Comment
Sometimes theories are not same as the realities happen in making the customer
loyal to our organizations product or services.
Conclusion
The key to get loyal customer is by providing courteous , professional service that
shows customer needs.
THANK YOU THANK YOU