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Post by Admin on Feb 13, 2013 8:01:04 GMT
A loyal customer is a happy one, who gives the company his or her repeat business and probably also attracts more consumers to that company, by positive word of mouth. An unhappy customer switches brands and could very likely spread negative views of the company. Not just by chatting to friends either, it can spread online, in forums and blogs and reviews and social networks - so the potential audience for customers' voices is global and unlimited. We have such powerful tools for communication now. These are some things that keep us loyal (or do they?) quality product firm guarantee free offers coupons low interest rates on financing high value trade-ins extended warranties rebates rewards and incentive programs customer loyalty programs
Do they work for you? What other things keep you loyal? What things make you switch companies or products or brands?
CRM (customer relationship management) is a concept which recognises that marketing and customer loyalty really just isn't all about advertising and special offers. They supposedly try to stay in touch with us, the customers, in non-intrusive ways.
Do they though? Do we appreciate the follow up text messages and emails and requests to complete customer satisfaction surveys?
I have to admit, personally I am fond of strategies like that of @rbjacobs on Twitter, who deals with company issues in quite a refreshing way.
How about you?
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pattypan
Citizen
VIP (and don't forget it)
Posts: 20
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Post by pattypan on Feb 13, 2013 14:05:11 GMT
Just want to give a shout out to and for our plumber...simple strategy...friendly, punctual, efficient and reasonable, returns calls, phones if he is going to be late, does his own labour and fixes stuff properly the first time around. No wonder he is my hero, he who was just a stone's throw away from the big hero in the bible.
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Post by Admin on Feb 13, 2013 17:31:20 GMT
You can totally say your plumber is called David here Sounds like a good guy, I may ask you to email or ftp him over to me at some point.
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Post by schwibbel on Feb 19, 2013 15:31:57 GMT
I am far from loyal. In fact I am fickle, but not due to some character flaw, this is A Very Good Thing indeed. I am a cool spotter, a trend hunter.
Discussing customer loyalty for me just means that instead of life long or at least long term relationships with brands, I have fleeting little infatuations, which pass rapidly to be superceded by others. I sporadically return to old familiar brands if and when they produce something startling and new. So loyalty doesn't last long.
What instils the loyalty if that's how we are labelling it for the purposes of this thread, is the new and unexpected.
This can be one of two things. Either it is a product that is a linear progression of products before it, with exciting upgrade features, or it is something astonishing out of left field. Either is attractive, as long as it ticks enough of the right boxes.
What causes the inevitable ensuing disloyalty, is the adoption of that new thing, by high streets and the mainstream in general. And so the cycle is perpetuated, obsolescence is not only inbuilt, but inherent.
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Post by Admin on Feb 20, 2013 0:45:43 GMT
I almost called you a brand gigolo, but I think svengali might be a better word that was a great post to read. A new and fresh perspective too.
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Post by mooms on Feb 22, 2013 12:43:45 GMT
I think humanity and common sense are important for me. Like agreeing to waive my contract when the phone turned out not to have coverage (the contract was for 24 months). Or calling me up and telling me that I'm actually not on a cheapest plan for electricity because they changed it. Basically if I pick a brand with a higher price than optimal, it's my mistake as a consumer, I'm fine with that. But I really dislike deception. And I'm a buffé kind of guy. I want low prices across the board instead of coupons or trade-ins. Easy clear rules, and as few of them as possible.
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Post by OhDeer on Feb 22, 2013 23:10:33 GMT
Humanity. .only small companies have that.
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Post by saarkitaar on Feb 27, 2013 5:41:42 GMT
Humanity. .only small companies have that. Agreed
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Post by mooms on Mar 1, 2013 14:37:18 GMT
Humanity. .only small companies have that. Well, I'd like to think that I display a lot of humanity while working for a big company. But then again it's not exactly a company and I don't work for a commission. Nobody cares about the bottom line. That can make the difference for me and my colleagues.
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Post by Admin on Mar 1, 2013 19:33:00 GMT
I am guessing that either you are in the minority, or perhaps Scandinavian countries are different?
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Post by OhDeer on Mar 2, 2013 19:12:58 GMT
In England I think only little companies have humanity, the problem with giving them your loyalty is that in this global recession, not much seems to survive. When even big corporations are tumbling, what hope do the underdogs have?
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Post by mika on Mar 2, 2013 21:05:07 GMT
@ohdeer: agreed, but don't you think that you could be loyal to them just out of principle? or is the decision to be loyal to a company always based on a cost-benefit analysis for you?
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Post by OhDeer on Mar 2, 2013 21:30:20 GMT
Sadly cost comes first, I am not rich but I so try to stay loyal to the little guys where possible.
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Post by pandorah on Mar 2, 2013 21:42:28 GMT
Actually, I think the richer people are, the less they care where their stuff comes from. I guess it's those "somewhere in the middle" that make a conscious effort to buy locally / ethically and support the small companies. It's definitely a question of being able to afford it, I agree. But you can always start with one product, maybe one that is important to you, and try to buy that locally. It's the thought that counts
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Post by OhDeer on Mar 2, 2013 21:48:24 GMT
Does anyone understand what schwibbel said?
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