What Major Companies Are Doing A Great Job In Building Customer Loyalty?
how are they bulding long-term relationships?
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It all varies. Unfortunately, with the increasing ADD/ADHD that US consumers seem to be developing, it’s harder and harder to generate that loyalty.
Companies that come to mind include Blackberry, Honda, Toyota, Sony, Dell, John Deere.
Quality products tend to be the biggest draw.
John Deere is the clearest example of that.
They got the loyalty and respect of customers not only because of the highest quality of their products, but because during the 1930′s crisis, they never collected any payments from their customers until the crisis passed.
Thousands of people recognized that and they keep loyal to that company until these days (their sons and grandsons).
Besides is the only company in its sector that has never got in any joint venture or passed thru financial problems.
I think it is an excellent example for other companies.
Southwest Airlines…cheap no frills fun
Starbucks…laughter with friends, relaxing atmosphere
Singapore Airlines…best comfort, food and exotic image in the air
Cirque du soleil…better and very different position than a traditional circus…you go once and you are hooked
I personally like toyota. They send service reminders in the mail, and as a former mechanic, I can tell they aren’t trying to rip people of from unnessary repairs. I dont know if its like that at every toyota dealership or just the local one here. I have a 10 year old Camry that they still keep track of. Which is good, it was time for a timing belt. 120,000 miles on that camry.
It is certainly NOT AT&T. I dropped their phone service not because of cost, but because of extremely poor customer service, and I came darn near dropping the DSL service, too. Six calls, three and a half hours of hold time, one extremely rude customer service person, a supervisor who promised to fix the problem and call me back (but didn’t), and two on-line chats later, the problem was solved. And I still wonder why NEW customers can get DSL for $12.99, but they were trying to change my bill from $14.99 to $49.99 after a year as a loyal customer, in spite of many problems with their supplied browser.
I vote for Acura. The price of my 1999 CL was extremely competitive with the similar Toyota model, and the service has been outstanding. Both manufacturers provide quality products and not just customer retention when they are afraid we are going to call it quits, but customer ATTENTION after we are committed to their products. I will keep going back for the product integrity and good relations they uphold.
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