Topics Covered Relationship Marketing Retention Strategies Loyalty programs Benefits of Relationship Marketing Targeting profitable customers

‘At Your Service’ Spotlight: Wine for Dudes Where customer service is King! Full service website Quarterly newsletter social networking Word of mouth marketing ‘Dudes of Fortune Quiz Challenge’ Personal relationships with customers Accommodates individual needs Customized group tours Encourages repeat customers Company merchandise as gifts “Dudes Dollars” trip vouchers Customer service recovery: “wine heals all wounds”

Relationship marketing A form of marketing that attracts customers, retains them, and enhances their satisfaction. Less expensive to attract repeat customers Dramatic increases in profits Spend twice as much gross income Enhancing customer satisfaction includes: Nurturing individual relationships Making customers feel unique Making customers feel singled out for attention Loyalty programs

Customer Relationship Management Model Figure 7.1 (Source: Based on Winer, 2001)

Levels of retention strategies Figure 7.2 (Source: Adapted from Zeithaml and Bitner, 2000)

Industry growth in loyalty programs Social media Experiential benefits Customized reward programs Matched benefits across brands Coalition model Corporate-wide Across brands Hybrid approaches   Figure 7.2 (Source: Adapted from Zeithaml and Bitner, 2000)

2008-2010 loyalty program memberships growth in US Table 7.1 (Source: Based on Hlavinka and Sullivan, 2011)

Hospitality and tourism loyalty programs Frequent flyer rewards Repeat customers Highest fare holders Elite status customers  Co-branded credit cards Issuers pay carriers for miles awarded Significant income source Hotel loyalty programs: Complimentary meals, internet access Included in franchise fees Joint programs for smaller brands, boutique hotels   Frequent diner programs: Rewards Cards Non-financial incentives e.g. ‘Jump the Line’ perk Hybrid approaches

Service loyalty classification scheme Figure 7.3 (Source: Adapted from Dick and Basu, 1994)

Snapshot: Legend Golf & Safari Resort Getting to the heart of customer relationship management by focusing on customer preferences. Corporate relationships linked to management strategies Dedicated guest relations managers and frontline employee feedback Customer Relationship Management (CRM) strategy ‘Operation Boat Float’ (OBF). ‘Most Valued Client’ Customer feedback Attention to unique requirements Rated response

Benefits of Relationship Marketing Customers loyalty incentives: High perceived value ‘Get’ should exceed ‘Give’ Rewards for loyalty Company benefits: Higher profits through retaining customers More purchases overall More frequent purchases Lowers operating costs No acquisition costs Increases company referrals

Benefits of relationship marketing   Table 7.2

Targeting profitable customers Building and improving upon traditional segmentation Studying loyalty- versus defection-prone customers Identify profitability bands Identify customers most likely to remain loyal Develop overall strategy around these customers Target with retention strategies Other customers too costly to retain Little potential to become profitable

The 80/20 customer pyramid S Figure 7.4 (Source: Adapted from Zeithhaml and Bitnen, 2000)

Managing loyalty and profitability Figure 7.5 (Source: Adapted from Kumar and Rajan, 2009, p. 5)

A taxonomy of casino customer segments Figure 7.6 (Source: Watson and Kale, 2003)

Case Study: Service Excellence at Sheraton Suites ….What people really remember is the guest experience. Service interaction key to customer loyalty Carefully selected and trained staff Brand-specific programs ‘Building World Class Brands’ Staff empowerment Strong service culture Awards for service Relationship marketing Tailored to each guest Personable, non-intrusive attention ‘It’s Our Pleasure’ program Starwood Preferred Guest program Loyalty reward point system Social media monitoring