Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Customer satisfaction leads to customer loyalty
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Customer satisfaction leads to customer loyalty
In 2012, Boonying Kongarchapatara & Randall Shannon in their paper, ‘Investigating the Effectiveness of a Loyalty Program Through the Relationships of Program Design, Implementation, and Customer Loyalty’ emphasize on the factors which affect the customer loyalty programmes through their design and implementation phases.
The study focusses that a well-designed structure of the loyalty program helps in gaining a strong hold on customer loyalty and makes a positive impact on the minds of the customers. Following the structure and an efficient implementation of the loyalty program will have a greater impact on the perceived value and customer loyalty.
In 2011, Swati Singh and Manju Lamba in their paper ‘Maintaining CRM in Apparel Retailing through Touch points’ highlighted on Customer Relationship Management which is the most talked about business mantra these days. With the advent of CRM in late 1990s, marketers are of the opinion that appropriate vigil and analysis of customer data might bring wonders for the organization. Indian apparel retail sector is booming, leading to intense competition. The war is to attract new customers but most importantly to retain the old ones. The companies are continuously adopting the process of generating custom CRM initiatives to increase their customer base. The study is focussed at establishing the importance of genuine customer touch points in CRM. This empirical study establishes the important touch points from customer’s point of view.
Michal Stojanov’s (2009) study on ‘Importance of customer relationship management for retail trade’ has written about the highly competitive environment for customer relationship management (CRM) is concerning on critical importance of clients for ev...
... middle of paper ...
...-period decision making to dynamic or multiple-period decision making which implies customer store preference. In this study, the author models customers’ response to a loyalty program under the assumption that purchases represents the sequential choices of customers who are solving a dynamic optimization problem.
Mujib-ur Rehman in his paper ‘Loyalty Programs and Retail Performance: A Case of Indian Retailers’ illustrated that due to fiercely competitive Indian retail scenario, retailers launched loyalty programs in order to offer tangible and intangible benefits. This helps in engaging the customers as well as driving sales. In order to succeed, it is essential to understand the customer’s mindset and develop a strong bond with them. Thus, loyalty program is one of the most dominant marketing tools used to enhance retail performance and grow consumer loyalty
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Introduction. Customer loyalty is basically defined as a deep held commitment to re-buy or re-patronize a chosen product/service consistently in the future, thereby causing repetitive same-brand or same brand-set purchasing, despite situational influences and marketing efforts having the potential to cause switching behavior (Oliver, 1997). It is a main driver for customer retention, which, in its turn, represents a basic force that accumulates a customer base for the company. As the experience suggests, the presence of the customer base is a valuable asset, because a lot of statistical data and marketing researches have proved that it is harder and much more expensive to acquire a new customer rather than retain an existing one. In this aspect, any business without a focus on customer retention is left on market’s mercy: any market movements will affect the sales in a more intense manner. There is also a risk that your competitor may eventually satisfy the existing customer’s needs and take away a part of your market niche. Moreover, customer loyalty gives a sort of discretion to the company’s R&D policy and marketing strategy: you can try to introduce different features to your products, experiment with different types of ads, and no matter what the results would be, — the customers will stay stick to your production line. Of course, an organization does not have an absolute control over the loyalty of its customers, bec...
-the potential of Loyalty Programs to coerce consumers rational behaviour is put into question. Rational Choice theory provides a compelling argument which claims that numerous reward facilities genuinely strive to satisfy the consumer’s needs in full. Experiments support the statement listing the variety of benefits enjoyed by the program’s members, who prove to be rational in choosing one or more reward schemes looking after their satisfaction first. Loyalty programs appear to hold a firm position in the market, maintaining the balance between their designer’s goals and benefits provided to the consumers.
Consumer purchasing decisions and behavior is continuing to change, not just in the U.S. but worldwide, shifting more away from the department store and onto the web. In such a changing environment, customer relationship management (CRM) becomes more important than ever, especially to a company such as Nordstrom who is the gold standard of customer service, the measuring stick by which other companies measure themselves (Spector & McCarthy, n.d.). The key for Nordstrom will be to adapt their traditional core strength, intimate and personalized customer service, to this new environment.
Continuance of positive public relations via media outlets will create additional brand awareness and is an integral part of the promotional mix. Customer Relationship Management Strategies In order to achieve marketing goals, and clear and well developed strategy for customer relationship management (CRM) must be established. The strategy serves as the framework of how you interact with your current and potential customers, and directs the type of message and content you deliver to your customers.
When a customer is loyal he or she will definitely repeat purchase and even advertise your organization through word of mouth. Customer loyalty is the act of customers buying repeatedly as opposed to choosing those of competitors (Wyse, 2012). The impact of customer satisfaction on customer loyalty was showed in a study conducted by Mitchell (2004) who revealed a positive relationship between customer satisfaction and loyalty. Customer loyalty requires that firms or organizations meet their customers’ needs and demands in order to maintain a long lasting relationship (Campton, 2004). Coldburn (2013) also showed that satisfaction and loyalty goes together. The author indicated in his/her study that as far as customers expectation of a products or services are met, they remain loyal to the organization. An increase in satisfaction then lead to an increase in a company’s profits (Cacioappo, 2000).Eckert emphasizes that loyal customers according to are more likely to purchase or to recommend the purchase of a company’s products and services to someone else. The opposite is also true. Dissatisfied customers are likely to tell others the experiences they had with firms. Firms therefore will need to improve their customer satisfaction in order to grow loyalty and attract new customers (Agarwal,
Ninety percent of Canadians are enrolled in at least one loyalty program. Market research has shown that loyalty programs are growing to be very popular in today’s market. A loyalty program is a program offered by a company to customers, who make frequent purchases. Loyalty programs are of benefit to both the consumers and the business. The consumers benefit by receiving coupons, special access to sales and new products whereas the company benefits by gaining an abundance of knowledge about the consumers, through their purchasing habits. Loyalty programs have proven to be very successful for several companies such as Target, Starbucks, and Shoppers Drug Mart. The senior management in sales and marketing believe that initiating a loyalty program
1. CRM is a business process that collecting customer information, making customer segments and understanding customers’ preference to develop products and services that can meet customers’ needs. The aim of CRM is to make more effective interaction with customers and develop a strong customer relationship over time. A successful CRM program can help a enterprise to increase customers’ loyalty and target the most profitable customers; it is so important because current customer retention and new customer acquisition are the keys for business.
... Expansion of the marketers value proposition and loyalty programmes can be designed to accommodate individual customers by creating different levels of management for different levels of segmentations in order to give the same value added goods and services, access to new products, sale coupons and free merchandise throughout the different levels of segmentations. This enhances customer service and creates a larger benefit to firms financially in the long run. By collecting the mass data and analysing it through cross-tabulation and looking at problems of one question in relation to the response of another question, it creates a link between factors that correspond to each other. Effective and orderly research helps a firm to act timely and accurately when addressing problems to customers and ultimately enhances the efficiency of the entire firm.
Customer loyalty related to the degree of customer satisfaction, it is a quantitative concept. Customer loyalty is due to the quality, price, service, and many other factors, make the customers of a enterprise products or services produced feeling, to form a preference for and the extent of the long-term repeat purchase this enterprise product or service.
Richards, K., & Jones, E. (2008). Customer relationship management: finding value drivers. Industrial Marketing Management, 37, 120-130.
Customer relationship management is a cross-functional process to achieve a continuing dialogue with customers, across all their contact and access point, with personalized treatment of the most valuable customers and to ensure customer retention and the effectiveness of marketing initiatives. It is also provide the chance for customers to interact with the brand.
Customer relationship management has become the marketing buzzword of the past two decades, with business-to-business firms jumping in, many without really being certain of what they hope to achieve from it, and oftentimes being disappointed with the results. Gummesson (2004) describes CRM as "the values and strategies of relationship marketing with particular emphasis on customer relationships- turned into a practical application. " CRM has become a necessity to successfully and profitability manage customers and a firm’s relationship with them, with the market reaching a value of approximately $11.5 billion in 2002. Xu et al. 2002). The 'Secondary' of the 'Secondary' of the 'Secondary' of the 'Secondary' of the 'Second
It is essential to have a customer relationship management program in place for a business to be successful. Managing customer relationships effectively and efficiently is made possible by having a customer management relationship solution in place. Being able to track customer data is critical to an organization, this allows them to develop targeted and effective marketing campaigns and accurate sales reports. Interacting with customers frequently is a very important part of a business and by having a customer relationship management program in place supports that and makes this possible. CRM makes it easier for businesses manage a large supply of customer information and supports customer loyalty. The editors of CRM Magazine also point out, “Once thought of as a type of software, CRM has evolved into a custome...
Task 1: Critically evaluate the key concepts/theories on the topic of the effectiveness of loyalty programmes on customer loyalty