Dear Hivers

Like any entrepreneur, you dream of building up a solid base of loyal customers and to achieve this you are thinking of setting up a loyalty system. But have you ever thought about what these two terms imply?

You know their is always two sides of a all coin. think again! These terms actually reflect two fundamentally different approaches .

The loyalty , initiated by the company (ie by you), is usually associated with a marketing program to stimulate the repetition of the act of purchase. It is therefore based on a promotional logic .

The loyalty , by cons, reflecting the deliberate choice of the customer, the result of the relationship of trust, proximity and transparency you have been able to establish with him. We are here in an emotional logic where the sharing of values ​​and the quality of the exchange take precedence over the short-term transactional advantage.

Companies that invest in customer loyalty are on average 60% more profitable than their competitors.

Loyalty cannot be bought. It can only be obtained by offering an offer that meets the consumer's needs. A company that wants loyalty must understand, innovate, justify and respect.

A few shocking figures

It is 7 times more expensive to prospect than to retain
68% of customers leave you for lack of contact rather than for other reasons.
48% of companies do not respond to complaint letters.
On average, companies lose 50% of their customers every 5 years.
98% of unhappy customers never complain, they just leave you.
75% of negative experiences have nothing to do with the product.
80% of businesses say they have excellent customer service, but only 54% of customers agree.
80% of buying decisions are made on purely emotional and unreasoned bases.

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