Customerloyalty101(v2)
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Customer Loyalty 101
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It takes effort to earn Customer Loyalty especially for •fairness •transparency manufacturers, who are at a disadvantage when it comes to brand visibility.
Transcript of Customerloyalty101(v2)
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Customer Loyalty 101
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Loyal Customers:
•continue buying products or services from their
preferred brands
•likely to develop trust and expand into purchasing other
products by their preferred brand
•are likely to recommend preferred brands to their
friends
Loyal Customers
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•hard work
•thriftiness
•fairness
•transparency
Today’s consumer-conscious customers expect the following:
It takes effort to earn their loyalty, especially for manufacturers, who are at a disadvantage when it comes to brand visibility.
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or, sometimes:Manufacturer -> Distributor -> Dealer -> Contractor -> End-Consumer
Lack of connection with the end-consumer due to sales channel chain
Manufacturer -> Distributor -> Contractor
The Problem Manufacturers Face
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1.Loyal Customers
2. Aftermarket Service
Two ways that manufacturers can connect to end-consumers:
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Click to edit Master title style•offer rewards to distributors, sales teams, contractors, and consumers
•create lines of communications to various links in the sales channel chain
•allow buyers to input claims to earn rewards for sales
•collect data about consumers’ purchases
Loyalty Programs
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Click to edit Master title style•establish a reputation for quality aftermarket service among customers
•offer rewards to customers for buying manufacturer brand aftermarket parts rather than generic brands
Aftermarket Service
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Click to edit Master title styleManufacturers can increase their brand visibility by offering rewards to members of the sales channel chain, and by standing out in aftermarket offerings.
Conclusion
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