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Customer Loyalty Management
一、Customer loyalty (CL)
CS = CL
1、Who is loyal?
?
Low repeat purchase
高续购率
High repeat purchase
低续购率
Very preference
态度高
Less preference
态度低
Classification of loyal customers
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Customer Loyalty Management
一、Customer loyalty (CL)
2、What is CL?
Customer Loyalty:指顾客长期购买自己偏爱的产品或服务的强烈意愿,以及顾客实际的重复购买行为。Intention + Behavior
Some difference of CL between product service
Service-oriented businesses are more likely to establish close contact with customers.
Service consumers are more likely to form a sense of loyalty.
Service businesses have more opportunities to cultivate customer loyalty.
Greater risk for customer perceptions to service.
Customers may be loyal to different objects.
—— Richard Oliver(1980)
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Customer Loyalty Management
一、Customer loyalty (CL)
3、How to measure CL?
—— Richard Oliver(1999)
to Measure Behavioral loyalty: quantity, frequency of purchase, share of wallet……
to Measure Emotional loyalty: really like business
to Measure Cognitive loyalty: remind first, choose first, range of price fluctuations, more preferred
to Measure Intent loyalty:
Formation process:
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Customer Loyalty Management
一、Customer loyalty (CL)
4、 Significance of CL to corporation
重复购买行为
口头宣传
向企业反馈信息
价格敏感度低
包容企业错误
repeat purchase
word of mouth
feedback information
Low price sensitivity, Premium price
containment error
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Customer Loyalty Management
一、Customer loyalty (CL)
5、 Customer loyalty Cycle
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Customer Loyalty Management
一、Customer loyalty (CL)
6、Factors of CL
Transactional
loyalty
Frequency
Customer share
Emotional
Loyalty
Recommend
Pay premium price/perfect your product
Satisfaction
level
product/service/relationship/price
Competition
level
By industry
By competitiveness
Customer loyalty factor
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Customer Loyalty Management
二、 Customer Choice
1、市场细分变量 segmentation descriptors
Segmenting partitioning
Targeting
Positioning
STP
How to (细分市场的步骤)
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Customer Loyalty Management
易于辩认
易于集中媒介沟通渠道
易
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