Question

What does Customer Loyalty mean in today's work environment?

Describe two "good" experiences you've had in recent weeks and explain how they demonstrate customer loyalty.

Describe one "bad" experience you've had in recent weeks and explain what could have been done to turn the situation into a positive.

Are employees seen as customers at the majority or organizations or business you are familiar with? Why or why not? If not, what could management do to change their current practices?

Answer 1

1. Customer loyalty means that customer who are presently consuming our products do not shift to the similar product offer by another company at an initially low price and stick with the product of company may be due to the brand name we are having or product quality we are offering or after sale support that we give to the customer.

2. One good experience certificate relating to customer loyalty that I have seen is :

A . One is relating to two Telecom companies . One was an established brand while other was a new entrant in the Telecom industry. However, the new entrant is having major businesses in oil industries and have huge money as a group . So it can give intra group loan to the new entrant in order to give offers initially and keep it's price low to attract more and more customers . And actually it happened it gave too many offers. But after one year of this company's entry also the subscription base of the established brand didn't declined . It remained stable this shows a good experience of what customer loyalty can do.

B. Another example is a brand dealing in fashion accessories relating to garments proviidng high quality garments to it's customer at very competitive prices tried to enter jewellery segment . After a quarter or two of it's entering in this segment it saw better than estimated result just because it has won the trust of it's consumer by providing high quality garments and customer started believing the brand and as a result it saw such a great performance is also a very good example of customer loyalty.

3 . A bad experience I have had in recent weeks is relating to a pizza venture where I have purchased an e voucher and ordered a pizza . Voucher was of worth around 10 bucks . I spent for my first purhcase pizza of around 6 bucks. When at second option I tried to redeem my 4 bucks left , I was not able to reddem it. Iailed to the customer care mail provided, they just simply told me that the offer was valid for only 1 time since it was mentioned in the voucher that it is valid for only 1 person. How can they simply assume that since I am using it for second time means I am a different person. They should either change the wordings on their e voucher. When I told this to my other friends , they told they also have had a similar issue earlier and now they have stopped ordering from that pizza brand. This shows how that pizza venture lost their customer loyalty just by choosing some set of attractive words which were false and not loyal.

4 . No, I have not seen that employees are being seen or treated like customers or potential customers of business. The reason may be they know what may be the faults in the products that the business offers or they may think that the employees may fool the company and treating employees like potential customer may motivate employees to try and develop practices to befool the company and get the product by deceitfully not paying money a tually or they may not consider employees to be loyal.

Management can adopt various changes in their strategies in order to treat employees asau be the potential customer of the business as this will not only boost the sale of the business but will also provide a permanent customer base to the business which can be very crucial to the business. They may introduce following changes :-

A. Employees should be given certain amount of extra discount on purchasing the product of the company . A separate store can be open for employees where they can get extra discount based on their employee ID number or if purchase is made online if they again can use their ID number to purchase the product of the company.

B. They may be given option that payment made by them will be deducted from the salary of next month.

C. They must be properly aware about the qualities of the products of the Company. Some awareness session may be organised by the Company which will help employees to remove their doubts regarding the quality of the product.