Lettre de commande anglais
Dissertation : Lettre de commande anglais. Recherche parmi 304 000+ dissertationsPar Amr.so • 31 Janvier 2021 • Dissertation • 826 Mots (4 Pages) • 731 Vues
Corrigé CO « Customer loyalty » / Marketing – Retailing / MCO / M. Bosc |
1. First read the transcript of the message then listen to the document and fill in the blanks |
Journalist: Today we have invited Mr Sutherland, a retail expert, and the subject we have chosen to discuss is customer loyalty . Mr Sutherland, the retail sector is very competitive ; can you illustrate how important customer loyalty is?
Mr Sutherland: Customer loyalty is vital as 80% of our sales come from 20% of our customers. This means to keep customers returning, we need to help them remain loyal to our stores .
J : So what can retailers do to build customer loyalty?
Mr S. : The easiest, and possibly the most affordable way to build customer loyalty is to satisfy the customer. Sometimes this is easier in theory than in practice . Customers come in all personalities and with different ojbectives . Some people are even impossible to please.
J : So how does a retailer appeals to a large segment of the population?
Mr S. : Begin by implementing the most basic customer service rules : treat the customer the way you want to be treated when shopping .
In order to satisfy most customers and keep them happy retailers can institute the following six customer service practices in their store policy . Just be sure all employees are working towards satisfying the customer by:
– Greatiful every person as they enter the store
– Letting shoppers know they’re available for help, if needed
– Offering their expert advice
– Providing services beyond the customer’s expectations
– Thanking every shopper as they exit the store
– And rewarding the customer
J : So how can retailers reward their customers?
Mr S. : Various methods can be used: from store cards that discount certain items to free gifts with purchases, there are numerous ways to incorporate a customer reward program. Before you spend a lot of money in marketing consider what type of reward you value most as a shopper.
J : So, what can be done to make customers feel appreciated and valued?
Mr S. : For some customers, a real reward may be a simple gesture of appreciation. Something small and inexpensive can read like a true “thank you for your business”.
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