How do you achieve loyalty?
Which factors play a role when creating greater loyalty?
Customer loyalty is determined by a number of factors. The first requisite for obtaining the highest level of loyalty is satisfaction to assure that the customer comes back. That, however, is not enough. The customer’s trust also plays an important role, as well as the quality of the alternatives: the competing products and services.
Furthermore, knowledge of the needs and motives of the customer as well as the extent of their investment in the relationship are also determining factors in the amount of customer loyalty. These are called Loyalty drivers in the trade literature. |
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A relationship based on trust leads to true loyalty!
The factors that determine the extent of customer loyalty are:
From the customer’s side:
1. Product and service satisfaction.
2. Trust in the brand and the supplier.
From the supplier’s side:
3. Knowledge of the target group, customer groups and individual customers.
4. Level of the investment in customer relationships and prospects.
5. Quality of the alternatives. The direct competitor who offers similar products as well as suppliers of alternative solutions to the customer’s demand. |
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Loyalty-Plan / Flevolaan 38 / 1382 JZ Weesp-NL / +31 (0)294 - 492 482 / info@loyalty-plan.nl
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