customer loyalty Flashcards
how do businesses use communication to improve customer loyalty
improve PR
notify on sales, new products and special offers
keep tabs on regularly bought products
customers are constantly kept aware of brand
prevents them going to competition
how do businesses use customer service to improve customer loyalty
high customer service improves shopping experience, encourages repeat purchase
customers usually recommend high customer service to friends and family
makes shopping experience more convenient customers e.g problems dealt with quickly
how do businesses use customer incentives to offer high customer service
vouchers, coupons, sales encourage customers as they feel they are getting a bargain
loyalty cards encourage repeat purchase as customers want the free product e.g costa card
differentiating products and service gives incentive to shop at particular businesses
how do businesses use personalisation to offer high customer service
personal shoppers makes experience more enjoyable, convenient and memorable
can meet customers needs
a way of differentiating service to increase sales
how do businesses use preferential treatment to offer high customer service
customers with high income or loyalty to business may be sent to front of telephone queue to bank to allow business to access high revenue
what is a disadvantage of preferential treatment
lower income customers don’t feel valued which could lead to business having poor reputation between low income customers
