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"Loyalitas pelanggan adalah salah satu hal yang sangat penting dalam industri barang maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri freight forwarder merupakan salah satu industri yang bergerak di bidang jasa. Freight Forwarder sebagai penyedia jasa logistik pihak ketiga yang melakukan pengiriman barang melalui beberapa mode transportasi yaitu udara ,laut dan darat. Jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Meningkatkan kualitas pelayanan terhadap pelanggan tentunya akan menjadi tujuan utama bagi pelaku industri freight forwarder. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang bisa meningkatkan kualitas pelayanan pada industri freight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan. Penelitian sebelumnya menunjukkan bahwa faktor-faktor yang pengaruh terhadap loyalitas pelanggan. adalah perceived value, perceived quality, trust, customer complaint,dan image. Setelah dilakukan integrasi IPA dan Taguchi tampak bahwa sebenarnya terdapat hal-hal yang penting untuk ditingkatkan berkaitan dengan upaya untuk dapat menciptakan loyalitas pelanggan. Hal-hal tersebut adalah Trust, Image, dan Perceived Value. Indikator faktor yang berada dalam kuadran 4 (tingkatkan kinerja) adalah Care untuk faktor Trust, Reputation faktor Image, dan Considered to be a Good Buy untuk faktor Perceived Value.

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Customer loyalty plays an important role in industry both product and services. If customer become loyal to one company or organization then customer will keep using the company?s product and services. Freight Forwarder is a third party logistics services provider which shipped goods using air, sea and trucking transportation mode . It has been so rarely found a customer who loyal only to one company. Commonly, customer moved from one to another company. To improve the service quality would be very important for the forwarder. This research's goal is to find out the which factors that affect customer loyalty that need to be improved. Previous research shows that perceived value, perceived quality, trust, customer complaint and image are the factors affecting customer loyalty. Integrated Importance Performance Analysis and Taguchi method was used in this research as the tools. The result shows that factor Trust, Image, Perceived Value need to be improved. Importance Performance Analysis for each factors indicator shows that Care for Trust, Reputation for Image and Considered to be a good buy for Perceived Value are the factor that need to be improved."

"Companies are forever being more creative in their branding strategies, building identities ranging from the warm-and-fuzzy to the ultra-cool and edgy. But it seems that many of these enterprises forgot that a brand, at its heart, is a promise to deliver. If the brand experience does not live up to that promise, customers will take their business elsewhere. "Brand Real" is a business strategy guide for making a brand's promise stand up at every customer touch point. Packed with proven, repeatable management practices, the book shows how to establish a clean brand architecture while avoiding the needless complexity that has tripped up many promising companies. Author Laurence Vincent presents cautionary tales of supposed brand superstars as well as instructive case studies of genuine brand giants like American Express, Apple, Cisco, Google, Qualcomm, Virgin, and others. Readers will learn how to connect the outward-facing elements of their brands-logos, advertising, imagery, communications-directly to the core elements of business strategy and forge a powerful and lasting connection with their customers."

"Menciptakan customer loyalty merupakan cara efektif untuk menjaga profitabilitas perusahaan. Salah satu usaha untuk menciptakan customer loyalty adalah dengan mengadakan loyalty program. Loyalty program sendiri merupakan salah satu implementasi dari relationship marketing. Tujuan penelitian ini adalah menganalisis bagaimana praktek relationship marketing yang dilakukan oleh The Body Shop lewat loyalty program ldquo;Love Your Body Club rdquo; dapat mempengaruhi customer loyalty. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan kuisioner yang disebarkan kepada 100 orang member The Body Shop di Jakarta dan dianalisis menggunakan analisis linear sederhana. Hasil dari penelitian ini menunjukan bahwa relationship marketing memiliki pengaruh yang signifikan terhadap loyalitas member The Body Shop di Jakarta.

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Creating customer loyalty is the effective way to save profitability of a company. One of the ways to achieve customer loyalty is creating loyalty program. Loyalty program is one of the implementation in relationship marketing. The objective of this research is to analyze how relationship marketing practice conducted by The Body Shop through loyalty program ldquo Love Your Body Club rdquo could affect customer loyalty. This quantitative research was accomplished by collecting questionnaires from 100 members of The Body Shop in Jakarta and analyzed with linear regression. The result of this research indicated that relationship marketing had a significant influence to customer loyalty of The Body Shop members in Jakarta."

"Persaingan global dan krisis perekonomian dunia yang sedang melanda dewasa ini, membuat suatu organisasi harus memproduksi barang maupun jasa yang mempunyai kualitas sangat bagus sehingga membuat pelanggan sangat puas dan loyal. Penelitian ini bertujuan untuk menghasilkan model hubungan antar faktor untuk meningkatkan loyalitas pelanggan. Metode penelitian yang digunakan adalah model Service Quality dan Structural Equation Modeling yang diuji coba pada suatu perusahaan trading bahan kimia. Penentuan faktor penelitian diperoleh dengan melakukan focus group discussion bersama 9 orang pakar, kemudian diperoleh 263 responden.Hasil penelitian menunjukkan semua faktor pada ServQual menghasilkan nilai gap negatif, yang menunjukkan perusahaan belum dapat memenuhi ekpektasi pelanggan. Hasil SEM menunjukkan bahwa variabel yang signifikan berpengaruh pada customer satisfaction adalah people, situation dan product. Sedangkan variabel yang berpengaruh kepada customer loyalty adalah customer satisfaction, product, situation, people.

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Global competitiveness and the world economic crisis that hit the world these days have affected many organizations in such a way that an organization must produce very high quality goods or services to satisfy their customers and hence obtaining customers loyalty. Research method used is a model of Service Quality and Structural Equation Modeling were implemented in a chemical trading company. The determination of research obtained by conducting Focus Group Discussion with 9 experts, then obtained 263 respondents.

The results showed that all the factors on ServQual have produced negative gap values, which indicated that the company could not meet customer expectations. On the other hand, SEM results indicated that significant variables that affected customer satisfaction are people, situation and product, whereas the variables that affected customer loyalty are customer satisfaction, product, situation, people."

"Loyalitas pelanggan adalah komitmen untuk melakukan pembelian kembali suatu barang atau jasa yang menjadikan pelanggan tersebut tidak mudah beralih ke kompetitor. Perusahaan dapat meningkatkan loyalitas pelanggan dengan menerapkan loyalty program. Penelitian ini bertujuan untuk menganalisis loyalitas pelanggan pada Go-Jek di Jabodetabek studi pada loyalty program Go-Jek Indonesia. Penelitian ini menggunakan pendekatan kuantitatif, jenis penelitian deskriptif, metode survey dengan menyebarkan kuesioner ke 150 responden dengan teknik purposive sampling. Hasil penelitian menunjukkan bahwa loyalitas pelanggan Go-Jek di Jabodetabek termasuk tinggi. Lebih khusus lagi, hasil dari penelitian ini juga menunjukkan bahwa dari ketiga kategori responden yang sebelumnya dibagi berdasarkan keterlibatannya dalam loyalty program Go-Jek Indonesia, kategori responden yang terdiri dari pengguna layanan Go-Jek yang terlibat dalam loyalty program menunjukkan loyalitas yang lebih tinggi dibandingkan pengguna layanan Go-Jek lainnya.

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Customer loyalty is a commitment to re purchase a product service and resist to switch to another product or brand. A firm can increase customer loyalty by implementing loyalty program. This research was conducted with the aim to analyse customer loyalty at Go Jek in Jabodetabek focusing on loyalty program by Go Jek Indonesia. This study was conducted using quantitative research approach with descriptive type of research and survey method by collecting questionnaires from 150 respondents with purposive sampling.

The result shows that customer loyalty at Go Jek in Jabodetabek is high. More specific, this research finds that among the three categories of respondents divided by involvement in Go Jek rsquo s loyalty program, the category of respondents which consist of respondent who had involved in Go Jek rsquo s loyalty program shows higher loyalty than the other categories of respondents."

""In most businesses, 80% of the revenue comes from 20% of the customers. Management of these key accounts demands discipline, direction, and purpose. Account managers and salespeople must be able to identify and capture key opportunities and use a systematic approach to growing the accounts. Here's where they'll find the powerful tools, processes, and techniques to succeed. Selling to Major Accounts is full of practical, proven approaches to account management. Loaded with examples, tables, charts, checklists, and real-life case studies from the author's vast consulting experience, it shows how to: * identify the major accounts with the greatest potential * progress from vendor to strategic ally * craft account plans that are geared for action * manage the customer relationship for greater results * develop winning account strategies.""

"Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the "Customer Experience Cycle," Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences""