The 5 “R’s” of Customer Loyalty
Ensure Your Company is 5 “R” Customer Compliant
Following the 5 R’s of Customer Loyalty Will Enable Your Company to Attract and Keep Customers for Life
Ensure Your Company is Customer R-Reliable
Top Steps to Ensuring Your Company is R-Reliable
The First “R” of Customer Loyalty Is Setting High Quality Customer Standards (External) and Goals (Internal) and then Delivering on that Customer Promise for Each and Every Customer Interaction as well as the overall & long-term customer relationship
Example of How a Company Demonstrates Customer R-Reliability
Example of How a Company Demonstrates Customer R-Reliability (continued)
Ensure Your Company is Customer R-Responsive
Top Steps for Your Company to Become Customer R-Responsive
The 2nd “R” of Customer Loyalty Is Ensuring That Customer’s Expectations Are Met: Needs, Concerns, Quality, Cycle Time Expectations, etc.
Example of How a Company Demonstrates Customer R-Responsiveness
Example of How a Company Demonstrates Customer R-Responsiveness (continued)
Ensure Your Company is Customer R-Recognizable
Top Steps for Your Company to Become Customer R-Recognizable
The 3rd “R” of Customer Loyalty Is Ensuring That Your Brand and Company has Distinctive and Positive Characteristics such that it drives positive emotions (driving repeat business, customer referrals, word-of-mouth adverting, etc.
Example of How a Company Becomes Customer R-Recognizable
Example of How a Company Becomes Customer R-Recognizable (continued)
Ensure Your Company is R-Relationship Oriented
Top Steps for Your Company to Become Customer R-Relationship Oriented
The 4th “R” of Customer Loyalty Is Ensuring That Your Brand and Company develops a high quality and mutually beneficial relationship with your customers based on mutual respect, customer insights, an ongoing and open dialogue and a model that encourages a partnership between your brand & company and your customers
Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented
Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented (continued)
Ensure Your Company is Customer R-Rewarding
Top Steps for Your Company to Become Customer R-Rewarding
The 5th “R” of Customer Loyalty Is Ensuring That Your Brand and Company rewards mutually beneficial customer behavior (greater share of wallet, spend, brand partnership activities, etc.) such that it drives further and longer-term customer loyalty.
Example of How a Company Demonstrates Customer R-Rewarding
Example of How a Company Demonstrates Customer R-Rewarding (continued)
Is Your Company Ready to Take the 5 “R” Pledge?
SUMMARY: If you take the pledge above to adhere to the 5 R’s of customer loyalty, you will enhance your ability to attract and retain customers for life. Key to this is developing the capabilities to be best in class for each “R” and ensuring that you are (cost effectively) maintaining a major qualitative advantage in each customer R vs. your competitors.
Filed under CRM, Customer Profitability, customer service, Marketing, Uncategorized
Tagged with attract customers, best customer programs, best practice customer programs, best practice customer service, brand ambassador, brand characteristics, brand promise, brand statement, brand vision, company win-win, CRM, CRM Blog, customer acquisition, customer ambassador, customer analytics, customer bi-directional conversation, customer competitive, customer content, customer content management, customer cost competitive, customer cross-sell, customer cycle time, customer defection, customer delivery, customer delivery excellence, customer dialog, customer dialogue, customer dislikes, customer engagement, customer feedback, customer goals, customer information system, customer insights, customer interactions, customer lifetime value, customer long-term, customer long-term relationship, customer longevity, Customer Loyalty, customer loyalty programs, customer metrics, customer mutually beneficial, customer needs, customer partners, customer persistence, customer positive emotions, customer preferences, customer processes, customer ratings, customer recognizable, customer referrals, Customer Relationship Management, customer relationship oriented, customer relationships, customer reliability, customer reliable, Customer Repeat Business, customer respect, customer responsive, customer responsiveness, customer retention, customer rewarding, customer rewards, customer rewards system, customer service, customer service employees, customer service level agreement, customer service principles, customer service promise, customer service team, customer share of wallet, customer SLA, customer SLAs, customer spend, customer standards, customer strategy, Customer Strategy Blog, customer tactics, customer touch points, customer up-sell, customer vision, customer vision statement, customer win-back, customer win-win, customer word of mouth, delighted customers, effective customer service, gold customer, graduated customer rewards, happy customers, how to delight customers, irate customers, leading brands, leading customer programs, pissed off customers, platinum customer, retain customers for life, Ritz Carlton, silver customer, Steven Jeffes, top customer service companies, win customers for life, win customers from competitors
