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What
Makes LoyalTec Different?
Loyal customers do not happen by accident.
At
LoyalTec, we recognize that customer satisfaction and reward programs
do not necessarily inspire customer loyalty.
LoyalTec
develops loyalty programs that transform customer satisfaction into
customer enthusiasm -- and greater long term profits
Retailers need loyal
customers, but too many times they try to substitute reward programs and
customer satisfaction programs instead of the real deal.
At LoyalTec, we
define customer loyalty as the relationship that causes a customer to
choose your products and services over others - regardless of price.
It’s a matter of choice - the customer’s choice to pick you over
everyone else.
Reward programs do
not breed loyalty – they subsidize customers...
They reward customers for
making purchases that they probably would have made anyway. They reward
everyone equally, ultimately creating subsidy, not loyalty. Perhaps a
customer might choose a retailer who offers a reward program over one
who does not, but what happens when the other retailer gets a reward
program as well – or worse yet, a better one? Your customer loyalty
program needs to breed loyalty - a sense of belonging - a passion to see
your company successful. A loyal customer believes they could never get
the same level of products and services from someone else.
Customer
satisfaction is not customer loyalty...
It is important, critical
even, but it is a poor substitute for customer loyalty. Satisfaction
says the transaction was okay; average, not too bad, but not so great
either. Satisfaction tells someone that they will probably not have a
bad experience – it certainly does not tell them they will have a great
experience. In fact, in a published study of “new customers,” 70% of
them stated that they were “satisfied” or “very satisfied” with their
previous supplier, yet they switched. In another study, it was reported
that almost 70% of customers who left a supplier, left because of “a
vague feeling of indifference.”
A successful customer loyalty program involves much more. It needs to
understand your customers; it needs to make them want to shop with you.
It needs to evoke enthusiasm about your products and services.
More About LoyalTec |
Products & Services |
Why a Boomerang
How We Do It |
LoyalTec Difference
