How to build customer loyalty
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Transcript of How to build customer loyalty
How to Build Customer Loyalty
Are you committed to building customer loyalty?
You should be
Most companies can increase revenuesby increasing customer loyalty by only 5%
50%50%
Most companies can increase revenuesby increasing customer loyalty by only 5%
50%50%
Really smart guy
Most companies can increase revenuesby increasing customer loyalty by only 5%
50%50%
Really smart guyWrote a bunch of
books on loyalty
That's great, but how do I
do it?
Here are Four Steps to Take
Step 1
Build Employee LoyaltyBuild Employee Loyalty
Step 1
http://ww.flickr.com/photos/dulnan/2890613992/
If you don't take If you don't take care of your care of your employees, they employees, they won't take care of won't take care of your customers.your customers.
Image courtesy http://www.flickr.com/photos/micahb37/4542191478/
A study in 2008 showed a direct A study in 2008 showed a direct correlation between employee loyalty correlation between employee loyalty and customer loyalty.and customer loyalty.
Source: http://blog.vovici.com/blog/bid/18074/Correlation-between-Employee-Loyalty-Customer-Loyalty
Step 2
Screw UpScrew Up
Step 2
Not on purpose
mind you.
http://www.flickr.com/photos/45d/3361213995/
But it's going to happen
http://www.flickr.com/photos/45d/3361213985/
You're not Superman
http://www.flickr.com/photos/barkbud/4369873324/
This is a great opportunity to
This is a great opportunity to
Make things right
This is a great opportunity to
Make things right
Earn Trust
This is a great opportunity to
Make things right
Earn TrustBuild Loyalty
This is a great opportunity to
Make things right
Earn TrustBuild Loyalty But..
.
Think beyond money
Think beyond money Discounts are fine, but a
thoughtful gift separates youfrom everyone else.
Step 3
Build a TribeBuild a Tribe
Step 3
What people really want is the ability to connect to each other, not to companies.
Apple did this flawlessly
Apple did this flawlessly
Are you one of us?
Apple did this flawlessly
Are you one of us?
or one of them?
How can you build a tribe
How can you build a tribe
well...
Do you have an app yet?
Do you have an app yet?You Should.
Having a smartphone is a status symbol.
Having a smartphone is a status symbol.
It's a great place to build your tribe.
Nearly 70% of app users view brandswith apps more favorably
Step 4
Have a Loyalty ProgramHave a Loyalty Program
Step 4
Have a Loyalty ProgramHave a Loyalty Programmobile
v
Step 4
Why Mobile?Why Mobile?
Step 4
Remember her?
But beyond building a tribe
Mobile Loyalty Programs allow you to
Mobile Loyalty Programs allow you to
Track Metrics
Mobile Loyalty Programs allow you to
Track Metrics
Communicate
Mobile Loyalty Programs allow you to
Track Metrics
Communicate
Add more offers on the fly
Besides...
Besides...
How hard are these to fake?
www.BmoreLoyal.com
Thanks for watchingThanks for watching
Want to learn more about starting a Mobile Loyalty
Program for your business?
call: 443.345.0020email: [email protected]
Or
www.BmoreLoyal.com