Measuring Customer Loyalty

According to Aaker, there are several approaches to measuring customer loyalty, such as: behavioral measures, switching costs, measuring satisfaction, liking of the brand and commitment:

1. Behavior measures
Is a direct way to measure loyalty primarily to the behavior that is because habit is to consider the purchase of a truly done (actual purchase pattern).
There are three ways in measuring the behavior of Y can be used as follows:
a. Repurchase rates are measured against the percentage of consumer purchases of the same brand at next purchase.
b. Percent of purchase, measurement about brands that have been purchased as compared to other brands of a certain number of last purchases.
c. Number of brands purchased, the measurement of the percentage of consumers are using one brand, two or more brands.

Logo and Brand Importance

We often see unique logos of a company, organization or association. But the fact of how important the logo for your business or non business organizations so that it"s a must to have a logo?

The logo is a form of image or form letters with a certain sense, and represent a sense of the company, products, regions, associations, state, and other things that are considered needed something shorter and easier to remember instead of the name or brand truth.

Communication experts reveal that people tend to remember images more powerful than text or writing. When people see an interesting picture, they will store it in memory longer than writing.

A good logo design using the color choices are able to attract the attention of your targeted consumers. Similarly with the image, an image that is displayed can represent your business. Sometimes these images can come from the emotional value of such fundamental family values, love words, parents, patriotism, religious concerns, social and so forth.

The aim of an attractive logo design is to put a message into the minds of consumers expect consumers will more easily remember back when a product or service offered to him.

Well this is where the role of the logo as a 'representative' of a product, company or organization is important. The logo is not just an interesting image or form beautiful letters, but also represent your business as a whole. A good logo design which seeks to place as a visual message, not only is the message from the business they represent, but also history and popular culture at that time.

Lead Your Employees

The key to success is a change in human resource that is as initiator and agents of change constantly, forming processes and culture that together improve the ability of organizational change. Existing human resources within an organization has a high diversity. With a large diversity means the ability as the 'agent of change' will also vary. However, organizational change efforts that require participation from all employees that will be achieved if there is also a willingness of each individual employee to act as agents of change, not just rely on ability alone.

The willingness of employees in participating in the organization, usually depending on what you want to achieve the goal by joining the organization in question. Employees' contributions to the organization will be higher if the organization can provide what the employee desires. In other words, the willingness of employees to contribute to the workplace is strongly influenced by the organization's ability to meet the goals and expectations of employees.
In the work of employees is always based on the desire to achieve certain goals. In the integration between individual goals and objectives of the organization, much-needed role of a leader who can truly understand what the purpose of each party. Leaders need to define objectives, allocate scarce resources, focusing on company goals, coordinate changes, foster inter-personal contact with his followers, setting the right direction or the most good when failures occur. It is clear that leaders must be able to play a role in the interest of the organization through subordinates.

Customer Satisfaction is a Must

Satisfaction is a condition that is expected to consumers and companies. Yet how to improve customer satisfaction? Actually a lot of ways owned by the company to understand the behavior of consumers, especially to create and enhance customer satisfaction this. To simplify Schnaars classifying the various ways these into four groups:

1. Building a good relationship with the consumer (building relationships with customers).
2. Excellence in customer service (superior customer service).
3. Absolute guarantees (unconditional guarantee).
4. Handling customer complaints effectively (holding complaint efficient).
5. 
   

1. Build Relationships with Customers

Customer satisfaction strategy can be formed through a good relationship with the consumer in the long term, thereby increasing customer loyalty. Closer relationships with consumers, when combined with high quality products and prompt delivery can be used to gain competitive advantage.

Consumer Behavior

Consumer behavior becomes the input for marketers to develop marketing strategies, then a company must have a marketing strategy that could affect consumers who become the target market, so that the determination of market segmentation, target market selection, and then positioning as a guideline of the strategy of marketing mix is important to note with good.

In the process of marketing, segmentation does not stand alone. Kotler pointed out that the segmentation is an integral part of the targeting and positioning. Kotler abbreviate this relationship as STP (segmenting, Targeting, Positioning). This process is part of the creation and delivery of value to consumers

The word "value" given a meaning that is to give pleasure to the consumer because it received good service, excellent prices, a strong image, delivery on time, the producers chose the value of the action through the selection of segmentation, targeting, positoning (STP) is good. Furthermore, the value of it is developed with more concrete in the form of the marketing mix. Forms a very broad marketing mix includes product design, find suppliers, pricing, distribution, and sales promotion.

Avoid to Use These Wording in Workplace

If you want to move to more positive communication, the first task is to identify and eliminate common negative phrasing.  The following are quite common, and should be avoided whenever possible.

1.      Expressions that suggest carelessness:

        a)      You neglected to specify...
        b)      You failed to include...
        c)      You overlooked enclosing...

2.      Phrases that suggest the person is lying:

        a)      You claim that...
        b)      You say that...
        c)      You state that...

3.      Expressions that imply that the recipient is not too bright:

        a)      We cannot see how you...
        b)      We fail to understand...
        c)      We are at a loss to know...

4.      Demanding phrases that imply coercion/pressure:

        a)      You should...
        b)      You ought to...
        c)      You must...
        d)      We must ask you to...
        e)      We must insist...

5.      Phrases that might be interpreted as sarcastic or patronizing:

        a)      No doubt...
        b)      We will thank you to...
        c)      You understand, of course...
        d)      Please respond soon... 

The Importance of "Thank You"

We often hear or say thank you, but do you realize the effect of these remarks on myself and that we accept it?

The study, published in Psychological Science to see the effects of thanks to the power of community, level of responsibility felt by a friend or spouse to the other. Earlier research has found that a thank you to strengthen relations and increase satisfaction. 

Research results show, to thank, not only helps the person receiving the greeting, but spoken. Speech was also able to repair and improve the capability of being when undergoing a social relationship. Facial expressions as described thank you to someone who is responsible for the people around you.

Although previous research concluded expression present moment to thank you satisfaction in a social relationship, newest research published online in Psychological Science noted, the expression time to thank not only the present satisfaction in a relationship but the communal forces in it, a level of responsibility that includes the people in the vicinity and the environment.