Effective Strategies to Develop Customer Loyalty
There are many valid and effective strategies to develop a Conduct customer loyalty.
In this Working Paper we will refer to two specific techniques:
* The development of memorable experience for the customer (CEM – Customer Experience Management)
* The development of Loyalty Programs
Customers remember and appreciate the positive experiences, especially those that demonstrate a deep understanding of their needs and expectations. As Heskket says one of its investigations, “Earnings and development are stimulated primarily by customer loyalty.
Loyalty is a direct result of customer satisfaction. Satisfaction is greatly influenced by the value of services provided to customers.
Value is created by satisfied customers, loyal and productive. Moreover, customer satisfaction is primarily for support services of high quality and policies that allow employees to deliver results to clients. ”
The challenge for any company today lies in how to achieve customer loyalty and turning them into what Raichheld Frederick, author of several books on issues of loyalty (Loyalty Rules and The Ultimate Question, for example) called the “Client Advocates.”
Achieving orchestrate business processes, corporate culture, information and technology (CRM, Relationship Marketing, ERP, etc..) Is required within a strategy of “offense” and captivate customers, so that they are immune to a very high percentage of “flirting” competitors.