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