Kundlojalitet
En studie om hur långsiktiga kundrelationer skapas på en tjänstemarknad
Service managementCustomer loyaltyCustomer value/satisfactionCustomer loyalty programsThe airline industryFrequent flyer programsRelationsmarknadsföringKundlojalitetKundvärde/tillfredställelseKundlojalitetsprogramFlygbranschenFrequent flyer programs
Purpose: The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.Conclusion: Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet. To work with loyalty programs is a way for companies to get loyal customers.