For companies in all industries, a high level of customer loyalty is extremely important. For especially in volatile and uncertain times of crisis, a loyal customer base ensures a strong competitive advantage and is a valuable asset. In this connection, the basic premise applies that strong customer loyalty must be earned. Existing customers ensure high turnover and are less price-sensitive, and at the same time require less sales effort. Gaining new customers costs considerably more time and money. Customer loyalty is the result of the consistent alignment of all the activities of a company with the requirements of customers. On account of constantly changing customer behavior and fluctuating market conditions, customer loyalty has become an extremely complex topic.
In MHP's view, it is worthwhile making customer loyalty an important strategic target of the entire company. This presupposes the holistic analysis across all departments of all internal and external factors that impact loyalty. Here, tools are helpful that measure the status quo and reveal strategic weak points. The Loyalty Readiness Check (LRC) from MHP allows companies to reflect and analyze their own commitment with regard to customer loyalty in an objective and highly aggregated manner. This serves as an initial basis for drawing up recommendations for strategic action.
In our MHPDeepDive "Customer Loyalty as a Factor for Success", we will show you why a high level of customer loyalty is so important, as well as the reasons the topic should be part of the overall strategy of a company. In addition, we will present our Loyalty Readiness Check, with which you can put your customer loyalty policy into operation.
What awaits you in our MHPDeepDive:
- We will explain the strategic relevance of customer loyalty for the entire company.
- We will present our Loyalty Readiness Check for putting into operation your customer loyalty policy.
- You will find out how areas of action can be identified and how measures can then be devised that contribute to an increase in customer loyalty.
Speakers:
Estelle Bernal Tejedor
Manager, Customer Experience Strategy, MHP
Felix Drews
Consultant, Customer Experience Strategy, MHP
Franziska Back
Consultant, Customer Experience Strategy, MHP
