Do you know that if the customer retention rate increases 5% then the yield rate of each coffee shop can increase by 60%?  Everyone knows the importance of keeping regular customers, but how can you be effective in building up, maintaining and strengthening the relationships with long term customers?  SPR Coffee achieves this according to these links: financial, society, customer oriented, and networks. 

First of all, we must build up long term patterns of financial consumption from regular customers: Through extra coffee service benefits provided by the coffee shop many customers can be prevented from having a change of heart.  The following is a list of benefits which are aimed at regular customers: discounts or special offers, accumulating special bonus points, free prizes or prizes that can be redeemed when exchanging certain items etc.  These financial benefits differentiate new customers from regular customers, which make the regular customers feel respected.  Slowly build up patterns of long term financial consumption and retain regular customers.

Secondly, we use the connections of society to closely hold together the affection we have with regular customers: The customers of the coffee shop want to be considered as real individuals.  They want to be treated with a human touch and such a thing belongs to the connections with society.  In the process of offering a connection to society we must clearly identify regular customers, have social relationships and interact with them, but don’t just talk about business with them.  You need to make the regular customers feel like they are being treated with the utmost respect.  The most common methods of achieving this are through ‘members marketing’, frequent interactions, exclusive members’ privileges, favoring, creating an identity, making the customer feel like they belong, as well as successfully creating a customers community.

Thirdly, we connect with what the regular customers want and need: This is a deeper level of connecting with customers which is based on the understanding of the customers and through meticulously gathering feedback from the customers.  Accumulating large amounts of feedback and information allows us to find out the unique opinions of the customers’ experiences and to aim for different preferences and needs of different consumer groups.  This allows us to tailor-make different products or services for all kinds of different consumer groups and to continue connecting on a social level.  Customer oriented strategy can satisfy varied needs of customers but large amounts of customer oriented service does not mean that it will always provide the solution for problems or choices, however it does mean that tailor-made products or services conform to the specific needs of the customers.

Finally, use a connection with a technology network:  Connecting through a network is to more closely connect with the customers where both parties need to be involved and committed to this close relationship so the competitor won’t be able to intervene.  For the operational side of things, usually use a technique based on connections through closely combining the customers and frequent interaction with the customers: For example, as computers interact they share information.  Incorporate the personal needs of the customers in order to offer completely tailor-made systems for the customers, so they can enjoy more convenience, low costs and more effective products and services.

Therefore, in order to effectively build up, maintain, and strengthen the long term relationships with regular customers you must adopt strategies and methods according to these links: financial, society, customer oriented, and networks.  If you can follow this then you will be able to build up stable and permanent corporate relationships with the customers and ensure that your career flourishes.

The following is a list of the different themed activities that we have based on seasonal festivals throughout the whole year.