Question

1. Your best friend, Sally, owns a hair salon. Describe customer loyalty to Sally and give her three suggestions as to how she might enhance customer loyalty.

2. Describe two Company orientations to the marketplace discussed in the text. Give company examples for each.

3. Describe the Macromodel of the Communication Process. Work through this model using a recent ad you have seen.

4. Discuss Word of Mouth (WOM) and the impact digital communications has on WOM.

Answer 1

Ans 1) Customer loyalty is a term which is used to describe how many times customer make repeat purchases from your shop and that they do not go to any other shop for purchasing their things as they become loyal to one shop only and this loyalty comes from the fact that are satisfied and based upon their satisfaction they visit your store again and again and this satisfaction can be derived from getting quality products/service from your store, they gain positive emotional experience from that particular shop particularly they like the way the staff treats people.

Three suggestions to enhance customer loyalty are given below-

• One should always make customer service an priority and should always offer them great services at first and this can be done by promptly replying to their messages related to product/service on social media, solving their queries and problems, If there is any customer support team then they should talk nicely to them so that people do find any difficulty in talking with them, the in store staff should be helpful and should behave properly with them.
• Giving loyal customers discounts from time to time on the products and services can enhance customer loyalty. Even giving them gifts on occasions makes them feel appreciate and they feel good.
• One should always try to ask customers for their suggestions on improving the service or product if any so that customers may feel valued and when we implement their suggestions then customers like it and thus become loyal customers of that particular shop.