What is customer loyalty?

• The behavior customers exhibit when they make frequent repeat purchases of a brand.

What is Retention Marketing?

Using knowledge of existing customers’ behaviors, through 1 to 1 Marketing to measure and drive buying behaviors to up sell and cross sell opportunities and to increase traffic flow. Method may include any and all of the following:

• direct mail
• email
• newsletter
• telephone

Retention Marketing is focused on customers’ unique characteristics and interests, buying habits and product usage.

Correspondence may include:

• maintenance reminders
• sales promotions
• additional financial offerings
• accessories promotions
• apparel promotions

Achieved with:

• relationship database
• incentives
• timing
• packaging
• design

What is customer satisfaction?

• A measure of the degree to which a product or service meets the customer's expectations.
• Customer Loyalty is the outcome of an integrated approach to Customer Satisfaction.