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What is customer loyalty?

  • The behavior customers exhibit when they make frequent repeat purchases of a brand.

What is Retention Marketing?

Using knowledge of existing customers’ behaviors, through 1 to 1 Marketing to measure and drive buying behaviors to up sell and cross sell opportunities and to increase traffic flow. Method may include any and all of the following:

  • direct mail
  • email
  • newsletter
  • telephone

Retention Marketing is focused on customers’ unique characteristics and interests, buying habits and product usage.

Correspondence may include:

  • maintenance reminders
  • sales promotions
  • additional financial offerings
  • accessories promotions
  • apparel promotions

Achieved with:

  • relationship database
  • incentives
  • timing
  • packaging
  • design

What is customer satisfaction?

  • A measure of the degree to which a product or service meets the customer's expectations.
  • Customer Loyalty is the outcome of an integrated approach to Customer Satisfaction.
 
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