پاورپوینت کامل Maintaining Loyal Customers 71 اسلاید در PowerPoint

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پاورپوینت کامل Maintaining Loyal Customers 71 اسلاید در PowerPoint

اسلاید ۴: Denial and Defense“It’s not really good value our competitor is offering, because it doesn’t include a lot of our features.” – ABC vs Air Asia“It’s good value but not in our preferred customer market.” – ABC vs Toyota“Sure they’re hurting us, but with their unfair advantage, what can we do” – ABC vs MILO“The rules we are playing by have always worked before” – AMEX vs VISA

اسلاید ۵: The Roadmap to Failure Fred Wiersema and Mike TreacyPerformanceTimeClear SailingToday’s performanceAd-hoc TacticsDenial & DefenseDoom ProjectionsOverdue FailureThe Moment of TruthXPerformance FreefallTomorrow’s actual performanceDownpresure of Unclear Strategy

اسلاید ۶: Ad Hoc TacticsSelectively hold discounts to hold business that has started to go elsewhereIntroduce new promotions, terms, conditions, and offers to confuse and cloud the marketBeef up customer service by adding people to fix mess-ups and quicken delayed shipmentsDelay capital investments and adjust accounting methods to portray quarterly financial results more favorablyIntroduce “new and improved” products that are new in form, but not in substantive ways that are of consequence to purchasers

اسلاید ۷: The Roadmap to Failure Fred Wiersema and Mike TreacyPerformanceTimeClear SailingToday’s performanceAd-hoc TacticsDenial & DefenseDoom ProjectionsOverdue FailureThe Moment of TruthXPerformance FreefallTomorrow’s actual performanceDownpresure of Unclear Strategy

اسلاید ۸: Contents:Agenda:IntroductionPhilosophyCustomer FocusStrategy ExampleNext Steps

اسلاید ۹: IntroductionThe basis for all our Customer Loyalty strategies

اسلاید ۱۰: Intro: CNI17 years oldMain Board Public Listing: August 2005Products: Consumer Goods and ServicesCore Business: MLMOthers: Contract Manufacturing, Export/Trading, eCommerceMalaysia, Singapore, Brunei, Indonesia, India, China, Hong Kong, PhilippinesStaff force: ± ۵۰۰Distributors: ± ۲۵۰,۰۰۰ Malaysia

اسلاید ۱۱: Intro: MLMSell through peopleRelationship & people skillsCompensation PlanFollow-upIntegrityR&DTrainingFunctions & EventsTight regulations

اسلاید ۱۲: PhilosophyThe anchor for all decisions

اسلاید ۱۳: Philosophy:Goods Return Policy“I don’t care if they return a Goodyear tire. If they said they paid $200, pay them $200.”Nordstrom does not sell tires

اسلاید ۱۴: Philosophy“In business after business, 60% to 80% of lost customers reported on a survey just prior to defecting that they were satisfied or very satisfied.”HBR March/April 1996

اسلاید ۱۵: Philosophy“CNI is more than business. We strongly believe that every individual has the opportunity to attain a better living through CNI.”

اسلاید ۱۶: PhilosophyUltimate Objective of Marketing: “Get more people, to buy more things, more frequently, at higher prices.”Sergio Zyman“Retention and Loyalty useless if No Conversion is happening.”

اسلاید ۱۷: PhilosophyLoyalty is Useless…Virtual Consumption vs. Real Consumption

اسلاید ۱۸: PhilosophyLoyalty is misleading…Heavy Consumption LoyaltyLoyalty Heavy Consumption*Today’s focus is on Loyalty, not Consumption.*To increase consumption, refer Marketing

اسلاید ۱۹: PhilosophyLoyalty = Relationship (something like Dating)Loyalty PointsLoyalty RedemptionLoyalty = Get more people, to buy more, more frequently, at higher prices

اسلاید ۲۰: Customer FocusKeeping an eye on the right thing

اسلاید ۲۱: FocusTargetingAlignment

اسلاید ۲۲: Focus: Segment & TargetKnow your “Customer”UserDistributorLeadersSuper LeadersDCOSPOCorporate

اسلاید ۲۳: Focus: Segment & TargetTargeting based on Value of the Customer:Value of Customer = RFM = Recency x Frequency x Monetary

اسلاید ۲۴: Focus: Segment & TargetTargeting based on Value of the Customer:Present ValuePotential ValueLowHighHigh

اسلاید ۲۵: Focus: Segment & TargetLoyaltyExperienceSwingFormerOpposition

اسلاید ۲۶: Loyalty 1: ExperienceLoyalty = Experience vs. ExpectationsSolution Strategy: Value Disciplines

اسلاید ۲۷: Loyalty 1: ExperienceThey are the most innovativeConstantly renewing and creativeAlways on the leading edgeA great deal!Excellent/attractive priceMinimal acquisition cost and hassleLowest overall cost of ownershipA no-hassles firmConvenience and speedReliable product and serviceExactly what I needCustomized productsPersonalized communicationsTheyre very responsivePreferential service and flexibilityRecommends what I needIm ve