Sebuah konsep tentang Customer Loyalty Ladder yang membagi tingkatan loyalitas konsumen sehingga pemasar bisa mengalokasikan sumber daya yang ada secara efektif di setiap tingkatan tersebut.
A concept about Customer Loyalty Ladder which divide the consumer's loyalty level so in the end, marketers can allocated their resources effectively for each of that level.
3. Advocate
CUSTOMER LOYALTY LADDER
Client
⢠Suspect
Anyone who reads or hears an ad, looks
at a brochure or encounters some
other type of promotion is a suspect
Customer
Prospect
Suspect
⢠Prospect
Someone who pays attention to your
promotion
Teguh Prayogo
Twitter : @teguh_trainer
4. Advocate
CUSTOMER LOYALTY LADDER
Client
⢠Customers
Customer
Those who buy your product or service
⢠Client
A Customer who buys a second time
⢠Advocate
A Customer who gives unpaid advertising for the
products / services of a business
Teguh Prayogo
Twitter : @teguh_trainer
Prospect
Suspect
6. FACTS :
It takes a least 3 times as much money to attract a
new customer via traditional forms of advertising as
to re-attract a repeat customer
Teguh Prayogo
Twitter : @teguh_trainer
7. FACTS :
It takes at least 30 times
as much marketing
money to attract a new
customer via
traditional forms of
advertising as to have
a satisfied customer
find new customers for
you
Teguh Prayogo
Twitter : @teguh_trainer
8. FACTS :
Teguh Prayogo
Twitter : @teguh_trainer
Most business owners spend
less than 5% of their
marketing dollars on their
customers and spend
95% of their marketing
dollars trying to find new
customers
14. How can You Accomplish This?
⢠Know who your customers are
⢠Know that your best customer is your
most recent satisfied customer
⢠Know that your best word-of-mouth
advertising comes from your most
recent satisfied customer
⢠Act in a way that moves people up
the ladder
Teguh Prayogo
Twitter : @teguh_trainer
15. Lessons Learned
The most recent satisfied
customer who has
purchased products from
you is the least expensive
marketing way to find new
customers. People love to
tell if they are happy.
Your worst customer, will rip
you apart to all their friends
Is your most recent unhappy
customer
Teguh Prayogo
Twitter : @teguh_trainer
16. Lessons Learned
To climb the loyalty ladder,
business owners must
exceed customer expectations
Teguh Prayogo
Twitter : @teguh_trainer
17. How to make Loyal
customer ?
â˘
â˘
â˘
â˘
Play
Make Their Day
Be Present
Choose Your Attitude
Teguh Prayogo
Twitter : @teguh_trainer
18. 1.
PLAY
Benefits of âPlayâ :
â˘
â˘
â˘
â˘
â˘
Happy people treat others well
Fun leads to creativity
The time passes quickly
Having a good time is healthy
Work becomes a reward not just a way to rewards
Teguh Prayogo
Twitter : @teguh_trainer
19. Implementing
Play
⢠Start a joke of the month contest with its own bulletin
board
⢠Add more color and make the environment more
interesting
⢠Add more life with plants and an aquarium
Teguh Prayogo
Twitter : @teguh_trainer
20. 2. Make
Their
Day
Benefits of âMake Their Dayâ
ďś It is good for business
ďś Serving our customers well will give
satisfaction
ďś It will focus our attention away from our
problems
ďś It is healthy, it feels good and will unleash
more energy
Teguh Prayogo
Twitter : @teguh_trainer
21. Implementing
Make
Their Day
⢠Pull together focus groups to study
ways we can be of service to
customers
⢠Have a monthly and annual award
for service based on customer
recommendations
⢠Appoint a special task force
dedicated to surprising and
delighting our customers
Teguh Prayogo
Twitter : @teguh_trainer
22. 3. Be
Present
Benefits of âBe Presentâ :
⢠Important opportunities do
not escape
⢠Customers know if you are
listening
⢠Customers feel important
Teguh Prayogo
Twitter : @teguh_trainer
23. Implementing
Be
Present
⢠Encourage one another to be
present. Ask: âIs this a good
time? Are you present?â
⢠Establish a code phrase: âYou
seem distractedâ to signal a
present moment issue
Teguh Prayogo
Twitter : @teguh_trainer
24. 4. Choose
Your
Attitude
⢠By accepting that you choose your
attitude, you demonstrate personal
accountability and proactivity
⢠While we may not be able to do what
we love, if we choose to love what we
do, our work area will become an oasis
of energy, flexibility and creativity
Teguh Prayogo
Twitter : @teguh_trainer
25. Implementing
Choose
Your
Attitude
⢠Purchase copies of Personal
Accountability: The Road to a
Rewarding Work Life for Everyone.
Organize discussion groups around
the book - follow with similar topics
⢠Prepare an attitude menu to post in
the office
Teguh Prayogo
Twitter : @teguh_trainer
26. Conclusion
⢠Increasing the quality of
service can increase both
customer loyalty and
employee retention
significantly
⢠People may âjob hopâ because
they havenât found acceptable
work environments
Teguh Prayogo
Twitter : @teguh_trainer