Customer Loyalty Life Cycle PDF

RETAIL INDUSTRY OVERVIEW The customer Loyalty Life Cycle customer service contributes in a big way to a company's reputation. When a shopper has a great experience, they often tell others about it. But when they have a bad experience, they may tell even more people, damaging the retailer's reputat...

RETAIL INDUSTRY OVERVIEW The customer Loyalty Life Cycle customer service contributes in a big way to a company's reputation. When a shopper has a great experience, they often tell others about it. But when they have a bad experience, they may tell even more people, damaging the retailer's reputation. ' The Customer Loyalty Life Cycle shows the points where customer service can influence purchase decisions. When good service is provided, it is more likely that a customer will return to shop with the retailer, eventually becoming a loyal shopper. The Customer Loyalty Life Cycle: Steps 1. The customer has a want or need. 2. The customer considers different purchase options. 3. The customer chooses a buying option-either in a store or online. THE CUSTOMER LOYALTY LIFE CYCLE 4. The customer likes or does not like their store or online experience. 5. The customer has a good customer service experience and purchases from the retailer again. 6. The customer tells others about the good experience and becomes a loyal shopper. How does customer service begin to impact the cycle starting at step 2? The Customer Loyalty Life Cycle Disruptions Unfortunately, a number of factors can interrupt the cycle and keep it from repeating: • Employees might deliver poor customer service. • Competitors • An online site or app may be difficult for customers to use, discouraging • Product quality could be lower than a customer expected, causing the customer to return merchandise. • If customers have a good experience, they often don't tell anyone. But if they have a bad experience, they often tell a lot of people! Social media enables customer reviews to reach many people very quickly. may offer better products, services, or prices. them from purchasing. Companies work hard to keep the Customer Loyalty Life Cycle in motion through great customer service experiences. This helps grow the business with repeat and new customers. ©2019 NRF FOUNDATION. ALL RIGHTS RESERVED.