Page 18 - REWARD_EN

BEHAVIOUR

GIVE THEM A REASON TO BE LOYAL

IMPORTANCE OF CUSTOMER LOYALTY TO OUR BRAND: ATTRACT
1. CUSTOMER ACQUISITION AND RETENTION
2. REPEAT BUSINESS
3. CROSS-SELLING AND UPSELLING OPPORTUNITIES
4. WORD OF MOUTH
5. FORECAST ACCURACY
6. IMPROVE BRAND IMAGE
7. STAND APART FROM COMPETITION
8. HONEST AND QUALITY FEEDBACK

1. CUSTOMER ACQUISITION AND RETENTION

WE NEED TO SHIFT OUR FOCUS FROM “ONLY ACQUISITION” TO “EQUAL
FOCUS ON ACQUISITION AND RETENTION.”

A 5% INCREASE IN CUSTOMER RETENTION CAN INCREASE
PROFIT BY A MINIMUM OF 25%.

LOYAL CUSTOMERS ARE MORE LIKELY TO STAY WITH OUR BRAND, BUY
MORE PRODUCTS AND SPEAK ABOUT OUR BRAND.

WHAT MOTIVATES CUSTOMERS TO DO REPEAT BUSINESS WITH OUR
BRAND?

HERE ARE 3 KEY POINTS TO REMEMBER:

• “FIRST IMPRESSION IS THE LAST IMPRESSION.” - WHEN SELLING A PRODUCT
FOR THE FIRST TIME TO A CUSTOMER ENSURE THAT THEIR EXPERIENCE IS
EXCELLENT BY ENSURING THEY ARE GREETED, THEIR QUESTIONS ARE
ANSWERED, AND THEY RECEIVE THE HELP THEY NEED.

• THIS CREATES CONFIDENCE AND TRUST BETWEEN YOU AND YOUR
NEW CUSTOMER.

• IT HELPS TO BUILD CUSTOMER LOYALTY AND EVENTUALLY BRINGS
MORE BUSINESS FROM THAT NEW CUSTOMER.