1. Customer loyalty. Real impact on the business results. UKRAINIAN ACADEMY OF BANKING Savchenko Maria

2. Customer loyalty is a way to increase bank’s profit by creating close relations with customers The base of any loyalty program Today we should gain a client as a desired women – every day What means loyalty? is an emotional contact

3. 65% 71% Transferring to competitor Recommendations Customer loyalty -41%

4. Impact on the business results

5. Decrease costs Image (brand) Market share

6. Relations between American Customer Satisfaction Index (ACSI) and Dow Jones Index. Comparison of customer loyalty and market share of the company

7. If people don’t keep loyalty in marriage, can we rely on their loyalty to a single brand or company? Yonas Ridderstrale YES!