Pizza Hut Case Study

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Can customer loyalty be generated through low prices….

You hear a lot of talk these days about the importance of customer satisfaction, but customer loyalty is the real win. A satisfied customer is necessary, but not sufficient, to be a loyal customer who will come back repeatedly, refer their friends and family to you, and be faithful even when your price is not the lowest.

Here is a collection of seven top tips on how to build and maintain real customer loyalty: 1. Communicate more personally more often. Get to know your customers, and actually call them by name, or even remember their likes and dislikes. With today’s technology, make sure they get a monthly newsletter, a reminder care for a tune-up, or a holiday greeting card personalized just for them.

2. Educate your customers on your business. Today you have the tools, like blogging, videos, and new web technologies, to explain and make your customers appreciate what you do, and how you do it better than anyone else. They haven’t lost interest in cutting costs, so help them understand how you are a leader in this regard.

3. Customer loyalty begins with employee loyalty. Loyalty works from the top down. If you are loyal to your team, they will pass that loyalty to their team, and to their customers. Employee loyalty starts with good communication and training on their role, as well as how to better interact with customers.

4. Don’t take existing customers for granted. Many businesses will do anything to win the business of a new customer, but tend to ignore existing ones. Spend as much time thinking of special ways to reward existing customers as you do rewarding that first-time new customer. Don’t ever give better deals to new customers than existing ones.

5. Provide stability in terms and prices. Most customers tend to question their own loyalty only when prices go up, or their favorite option (like challenge-free returns) goes away. Do everything you can to show your...
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