About LoyalTec | More About LoyalTec |
Products & Services
Why a Boomerang | How We Do It |
LoyalTec Difference
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.
About LoyalTec | More About LoyalTec |
Products & Services
Why a Boomerang | How We Do It |
LoyalTec Difference
