roundtable 2006 gudat_0
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TRANSCRIPT
Best Practices in Customer Loyalty
Sandra L. Gudat President and CEO
Customer Communications Group
What Other Industries Have Learned. . .
1.Ensure your organization is ready.
2.Not all customers are created equal.
3.Interact with customers in relevant ways.
4.Create a compelling value proposition.
5.Communicate.
Is Your Organization Ready?
Lack of management focus
Overriding concern for short term profitability
Changes in personnel
“Over-downward-delegation”
Failure to measure
Cultural/political barriers
Lack of resources
Budget cuts
Personnel cuts
1. Is Your Organization Ready?
Holistic CRM
Cultivating customer loyalty consists of two interdependent components that should be developed and executed in harmony
Functional — A company’s collection of marketing, sales, service, organization, and technology initiatives dedicated to a CRM program
Philosophical — Strategy, vision, culture, and commitment to enable effective customer relationship management
1. Is Your Organization Ready?
Is Your Organization Ready?
Recent research by Frederick Reichheld of Bain & Co.:
“Poor understanding of what drives customer loyalty, coupled with a failure to monitor retention rates, is resulting in businesses losing excessive numbers of customers and employees.”
Average company loses 15 - 20% of it’s customers each year.
Retaining 5% of those customers who may have left has significant impact on profits.
1. Is Your Organization Ready?
Is Your Organization Ready?�
“Adopting CRM in one giant leap is like
trying to boil an ocean.”
Don Peppers, Peppers and Rogers Group
1. Is Your Organization Ready?
Learning: Find a Champion
Create an Ad Hoc Customer Committee
Pull from various parts of your organization
Designate a “CCO” or “Chief Customer Officer”
An understandable and shared vision
Actionable strategies and tactics
Quantifiable costs and benefits
Measurable accountability
Justifiable funding
A blueprint for the future
Learning: Build a Business Case
Not All Customers are Created Equal
Grocery Retailer
Top 10% = 53% of Sales
Next 20% = 21% of Sales
Remaining 80% = 26 % of Sales
Combined 20% of
customers account for
74% of sales.
2. Not All Customers are Created Equal
Not All Customers are Created Equal
170% of Profitability!
2. Not All Customers are Created Equal
Who’s a better customer?
LEAGUE BOWLER
Annual Revenue:
$7.50 (3 games) x 35 visits:
$262.50
“Lifetime Value:”
$262.50/year x 4 years:
$1,050.00
SOCIAL BOWLER
Annual Revenue:
$15.00 (3 games)
$10.00 (food)
$ 3.00 (shoe rental)
$2.00 (video games)
$30.00 x 12 visits: $360.00
“Lifetime Value:”
$360.00/year x 4 years: $1,440.00
We’re Trying to Connect - Our Customers Are
“Disconnecting”
14% of consumers believe their personal information is being used to generate relevant communications to them.
9% believe that sharing personal information allows companies to get to know them and provide products that fit their lifestyle.
Source: Yankelovich State of Consumer Trust Report
Golden Rule of Personalization
Relevance changes by customer, avoid “silver bullet” thinking
“Customer Relevance Factors” or CRF’s
Timing
Motivations and attitudes
Life stage
Previous purchases
Determine what are the “Customer
Relevance Factors” for your customers and
work backward.
3. Interact w/ Customers in Relevant Ways
Find the ROI “Sweet Spot”
0
20
40
60
80
100
120
140
Response ($)
Cost
Return on
Investment
3. Interact w/ Customers in Relevant Ways
4. Create a Compelling Value Proposition
Keep your program simple and easy to understand.
Make sure it is enticing enough to motivate your customers to do what you want them to do.
Make sure it rewards to behavior you want to occur.
Learning: Use Research & Analysis to Develop
Incentives
Invest in ongoing customer research and data analysis
Learn important information from your customers about:
• What motivates or would motivate them to purchase more or consolidate their purchases
• What benefits they find relevant to them
• How does the customer’s lifecycle effect benefit preferences
“Longitudinal” research can be particularly valuable in examining behavior changes over time
Share what you learn with the rest of the organization
Kelvin: Upwardly Techie Guys
Young, physically active white-collar men with strong
career drive and upscale interests.
Median age: 36; Median income: $54,000
Case Study:
Rodd & Tammie: Young Families
Up-and-coming young families who like less costly
outdoor activities and working around the house.
Median age: 32; Median income: $61,500
Case Study:
Elwood & Willamae:
Modest-Income Grandparents
Burt & Marylyn:
Mature Couples
Minnie:
Fixed-Income Grandmothers
Hazel:
Home-Owning Grandmothers
Coffee Club with
Store Manager
Discounted
home delivery
Close-in parking
Special recognition
as best customer
at checkout register
IDEA #3: Communicate: Turn Up the Volume
With loyalty initiatives continue to communicate the value proposition of the program in relevant ways to the customer.
Signage and POS Collateral
Ongoing Communications
• Consistent
• Conveys customer’s status within the program
• Reinforces benefits of loyalty
• Value-Added content can sell AND be perceived as a benefit
• Can be used to convey the “sizzle” in your program
5. Communicate
Questions and Answers
Sandra Gudat President/CEO
303.988.7580 ext. 103 [email protected]
Customer Communications
Group, Inc.