Anandam Vana Retreat: Designing Customer Loyalty Program for Long-Term Customer Relationship

2022 ◽  
pp. 1-16
Author(s):  
Vatsala Singh ◽  
Prem Prakash Dewani
Keyword(s):  
Customer Loyalty ◽  
Customer Relationship ◽  
Loyalty Program

Temporal Orientation and Customer Loyalty Programs

2021 ◽  
pp. 193896552110084
Author(s):  
Flavia Hendler ◽  
Kathryn A. LaTour ◽  
June Cotte
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Loyalty Programs ◽  
Temporal Orientation ◽  
Loyalty Program ◽  
Hospitality Managers ◽  
Customer Loyalty Programs ◽  
Depth Interviews

Loyalty programs play a prominent role in many firms’ customer relationship management programs, but not all programs are successful. Providers need to understand not only what benefits customers want in a program, but also how they want to be treated as a loyalty member. We posit that because loyalty programs offer rewards that are time-bound (immediate or delayed), and that loyalty programs seek to develop a relationship that extends over time, an important, but overlooked dimension for hospitality managers to consider is how their customers view time. Our research focuses on customers’ temporal orientation—the tendency to think in the present, future, or past. We use depth interviews to explore existing casino loyalty program participants’ thoughts and feelings about their ideal loyalty program. We find the customers’ temporal orientation influences the type of relationship as well as the type of benefits sought in the loyalty program. Our research offers managerially practical insights for identifying customers more likely to engage in co-production of a long-term loyalty relationship as well as for creating communication strategies that are likely to interest and provoke different temporal mindsets.

scholarly journals Customer loyalty in the South African long-term insurance industry

2013 ◽  
Vol 13 (1) ◽  
Author(s):  
Leon Du Plessis ◽  
Mornay Roberts-Lombard
Keyword(s):  
South Africa ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Empirical Results ◽  
Term Insurance ◽  
Conflict Handling ◽  
Strongly Agree

The primary objective of this study is to investigate the influence of selected independent variables, two-way communication and conflict handling on intentional customer loyalty via Customer Relationship Management (CRM) as the intervening variable within the South African long-term insurance environment. Primary data were gathered using a questionnaire, with items referring to Customer Relationship Management, customer loyalty, two-way communication and conflict handling. The sample consisted of 254 customers in four customer walk-in centres of a long-term insurance provider in South Africa. Data were factor-analysed. One independent variable, conflict handling, exerted a statistically significant positive influence on the intervening variable (CRM), whilst two-way communication exerted a statistically significant negative influence on the intervening variable. This variable (CRM) positively influenced the dependent variable (customer loyalty). If long-term insurance organisations communicate timeously and accurately, and are skilled in conflict handling, greater loyalty will be created amongst customers. The study revealed that the majority of customers (51.53%) strongly agree that two-way communication is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a negative relationship between the perceived two-way communication by a long-term insurance organisation and CRM at the insurance provider in South Africa. In terms of conflict handling, the study revealed that the majority of customers (45.69%) strongly agree that conflict handling is an important dimension that underpins Customer Relationship Management and their relationship with a long-term insurance organisation. The empirical results indicate a positive relationship between perceived conflict handling by a long-term insurance provider and CRM at the organisation in South Africa. Finally, the empirical results indicate a positive relationship between Customer Relationship Management and intentional customer loyalty at a long-term insurance provider in South Africa.

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

scholarly journals PERAN KEPUASAN MEMEDIASI CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP LOYALITAS NASABAH BANK MEGA CABANG SUNSET ROAD KUTA

2019 ◽  
Vol 8 (7) ◽  
pp. 4357
Author(s):  
Anak Agung Istri Mas Vedanthi Putri ◽  
Ni Made Purnami
Keyword(s):  
Path Analysis ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Sampling Method ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business People ◽  
Analysis Technique

Banking world is growing in competition, many strategies carried out bycompany in maintaining customers to build long-term good relations. This study explain the role of satisfaction mediating customer relationship management towards loyalty. The research was conducted at Bank Mega branch of Sunset Road Kuta Badung involving 110 respondents use purposive sampling method. The research collected by questionnaires. The analysis technique are path analysis and sobel. The results shows customer relationship management has a positive and significant effect on loyalty. Customer relationship management has a positive and significant effect on satisfaction. Satisfaction has a positive and significant effect on loyalty. Satisfaction significantly mediates partially customer relationship management relationships with loyalty, it shows that customer relationship management accompanied by satisfaction will affect the high and low customer loyalty. This research expected to contribute the science of marketing and consideration of companies or business people. Keywords : loyalty, customer relationship management, satisfaction

Exploring effects of hotel chain loyalty program

2014 ◽  
Vol 8 (4) ◽  
pp. 375-387 ◽  
Author(s):  
Pedro Pimpão ◽  
Antónia Correia ◽  
João Duque ◽  
José Carlos Zorrinho
Keyword(s):  
Customer Relationship ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Content Type ◽  
Purchase Frequency ◽  
Hotel Chains ◽  
Dirichlet Model ◽  
Hotel Chain ◽  
Practical Implications

Purpose – The main purpose of this work is to evaluate the long-term effectiveness of a hotel’s chain loyalty program from a behavioral perspective. Design/methodology/approach – A Dirichlet model was estimated to assess purchase frequency and hotel choice within one of the biggest hotel chains in Portugal. The sample comprises hotels where a loyalty program was implemented, with a total of 176,099 reservations. Data were extracted from the customer relationship management (CRM) systems of the hotel group. Findings – The results suggest that instead of being loyal to a certain hotel, customers are loyal to the branded hotel chain. As the hotels are all part of the branded group, this polygamy is not only accepted but also very welcome. Research limitations/implications – The level of penetration and purchase frequency of CRM was measured. Nevertheless, a thorough understanding of these will be critical for the success of this program. Practical implications – This research is a step toward assessing hotel chain competitiveness, by improving and suggesting segmented groups of brands/hotels and to induce cross-selling products accepting polygamous loyalty as the only way to sustain long-term relationships with customers. Originality/value – This is one of the few research studies, if not the only one, to assess loyalty with tangible indicators, such as purchase frequency. Further, the results suggest that loyalty programs are more effective if multiple options are available and as such, cross-selling is perhaps the only way to fix customers.

Shopping for loyalty: an executive's wish list

2009 ◽  
Vol 26 (1) ◽  
pp. 49-51 ◽  
Author(s):  
Bruce Kerr
Keyword(s):  
Customer Loyalty ◽  
Customer Relationship ◽  
Loyalty Programs ◽  
Customer Engagement ◽  
Strategy Development ◽  
Loyalty Program ◽  
Content Type ◽  
The Future ◽  
Loyalty Program Design ◽  
Past Experiences

PurposeThe purpose of this paper is to present a blueprint for loyalty strategy development, and to inform the reader of the basic and not so basic elements that should be considered by companies, academics and executives when determining the future effectiveness and success of a customer loyalty program.Design/methodology/approachThe paper draws on author expertise and know‐how, as well as past experiences and market trends, to present a compelling review of necessary elements for a customer relationship program.FindingsBefore embarking on a loyalty program design companies should be wise to set long‐ and short‐term goals to drive the initial strategy. One should avoid launching a “me too” program by differentiating from one's close competitors. Implement a strategy from top to bottom across the organization. Data and customer engagement are the most important elements to foster.Practical implicationsA well‐planned and executed loyalty strategy can boost growth in incremental sales, increase in‐store traffic, drive higher impact from promotions and significantly boost overall revenues. Customer relationship marketing can also lead to richer data insights about current customers and high‐value potential customers.Originality/valueAn executive with decades of experience building and maintaining customer loyalty programs cites trends for the future of the loyalty discipline.

scholarly journals CUSTOMER LOYALTY PROGRAM AS A TOOL OF CUSTOMER RETENTION: LITERATURE REVIEW

2016 ◽  
Vol 4 ◽  
pp. 199-203 ◽  
Author(s):  
Magdalena Hofman-Kohlmeyer
Keyword(s):  
Literature Review ◽  
Customer Loyalty ◽  
Financial Incentives ◽  
Marketing Strategies ◽  
Loyalty Programs ◽  
Loyalty Program ◽  
Customer Information ◽  
Affective Components ◽  
A Company

Customer loyalty is a highly valuable asset. To gain loyalty of current customers and create attachments, the growing ranks of entrepreneurs decide on implementation of loyalty programs. This article aims at providing a theoretical outlook on various approaches on loyalty programs derived from literature review and identifing the factors which lead to success of a company. The literature review offers some directives for managers which are useful in the preparation of rewarding programs and are also a source of valuable customer information that helps in building future marketing strategies. We concluded that loyalty programs impact customers using financial and psychological factors to maintain long-term loyalty. Furthermore, loyalty programs should include financial as well as affective components as only financial incentives don’t guarantee a long-term relationship.

scholarly journals Evaluation of the effectiveness of the implementation of bitrix24 for e-commerce

2021 ◽  
pp. 116-121
Author(s):  
Chon Ku Li
Keyword(s):  
Competitive Advantage ◽  
Customer Loyalty ◽  
Customer Relationship ◽  
Basic Principles ◽  
Customer Base ◽  
The World ◽  
Automation Tools

The constant development of e-commerce around the world is accompanied by the use of various automation tools to improve the performance of companies. The article describes the basic principles of using CRM systems in e-commerce, as well as defines the categories of effects from the implementation of CRM and indicators for their evaluation. To date, the "fashion" for maintaining CRM systems has penetrated into all areas, and in those where it was not possible to introduce it in principle. When implementing CRM, companies often face resistance and misunderstanding on the part of employees, and due to the fact that they consider working in the system not effective. It should be understood that the effectiveness of the implementation of such a tool as a customer relationship system requires some preparation for automation on the part of the company, and the results obtained during and after the implementation may differ from the predicted ones. In our opinion, the use of CRM systems as e-commerce automation tools is necessary for the formation of an extensive customer base, which is an important long-term competitive advantage for enterprises. In the field of sales, it is very important to form a customer-oriented strategy that will increase customer loyalty, reduce the time of employees for processing certain data and analysis, and ultimately increase the organization's revenue.

scholarly journals Customer Loyalty Program and Retention Relationship

2021 ◽  
Vol 58 (1) ◽  
pp. 5069-5074
Author(s):  
Pratik Pal Bariha
Keyword(s):  
Customer Loyalty ◽  
Geographic Location ◽  
Loyalty Programs ◽  
Age Group ◽  
Loyalty Program ◽  
Research Papers ◽  
Random Data ◽  
Different Types ◽  
The Impact

The aim of this study is to achieve the understanding on the different types of loyalty programs and their impact on the customers buying decision, patterns, behavior and ultimately the impact of their retention towards the brand or product in a long term. To achieve the conclusion, different research papers with the different surveys and geographic location were taken with random data. The participants in the surveys were primarily students and people from age group between 20-45 years. The finding from the study clearly shows that there is a significant impact of customer retention on different types of loyalty program.

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