Building Customer Loyalty

• what is a loyalty scheme?

  a programme to encourage repeat business
• what are advantages of customer loyalty?

  • repeat business
  • provides stable revenue
  • reduced PED
  • cost efficient (new customers are more expensive)
  • brand advocacy (free promotion)
• how to create customer loyalty?

  • consistent quality
  • consistent branding
  • good customer service
  • loyalty programmes
  • customer engagement
  • personalisation