ektron london conference: how to generate customer loyalty

Ross Jenner

Regional Sales Manager

[email protected]

How to Generate Customer Loyalty

Copyright © 2013 Ektron, Inc.

where a person buys products from the

same manufacturer or Supplier repeatedly rather than from other suppliers


Psychological


Economic


Technical/functional


Contractual


Behavioural and Attitudinal

loyalty


Here’s why we should care

• “It costs 5 to 10x more to attract a new customer than to keep an existing one.” - The Council on Financial Competition

• “60% to 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave.” - Business Week

• “70% of the reason customers leave a company has nothing to do with the product.” - Forum Corporation


Companies are losing customers

at a staggering rate without really hearing from most of them…

• “Each year the average company loses 10-15% of its customer base.” – Bain & Company

• “84% of customers who leave, do so because of poor service.” – Forum Corp

• “A typical business only hears from 4% of its dissatisfied customers—the other 96% leave, 91% for good.” – Jim Barnes, “Secrets of CRM”


2013……

More information about your customers

than ever but you are less likely to ever

meet them.


Lets focus

on the Web?


What About Social


Help!

Digital provides many opportunities to improve customer loyalty.

• Target

• Test

• Instant feedback

• Respond

• Be Agile

• Give customers a voice

• Customer Self Service

• Build Advocacy


Target


Instant Feedback


Respond


Be Agile


Give customers a voice


Customer Self Service


Build Advocacy

Ross Jenner

Regional Sales Manager

[email protected]

Questions