developing loyal customer

Teguh PrayogoTwitter : @teguh_trainer

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Teguh Prayogoteguh_trainer@yahoo.com

If You’re looking for Loyalty,

Get a Dog!

Teguh Prayogoteguh_trainer@yahoo.com

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

Teguh Prayogoteguh_trainer@yahoo.com

Customer Service is not a Department

Is an AttitudeTeguh Prayogo

teguh_trainer@yahoo.com

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

- -

Teguh Prayogoteguh_trainer@yahoo.com

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

Teguh Prayogoteguh_trainer@yahoo.com

Rap on plane

Christmas

Perceived ValueDefined by your customers

Teguh Prayogoteguh_trainer@yahoo.com

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.

Teguh Prayogoteguh_trainer@yahoo.com

• Revenue and Market Share Increase

• Employee Retention Increase

• Profits Increase

• Costs Shrink

Teguh Prayogoteguh_trainer@yahoo.com

What is a Loyal Customer Worth?

Teguh Prayogoteguh_trainer@yahoo.com

Example: Manufacturing Firm

Example: Retail Industry

Teguh Prayogo

@teguh_trainer

teguh_trainer@yahoo.com