The how to guide to Win a Customer for Life by Employing the 5 R’s of Customer Loyalty
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 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.
For addition information on this topic, consult the following resources:
