KEY TO SUCCESS COMPANY

Mohammad Suyanto

Abstract

Company wants its customers loyal. Loyalty is a state of mind, a subjective concept and the concept is best defined by the customers themselves. Aspects of customer loyalty that is often overlooked and rarely measured is the emotional relationship between a loyal customer with the company. Customers who have a true loyalty to feel the emotional bond with the company. Loyal Customers say that the growing feeling when doing business with the company that makes them continue to do business with the company. Emotional bond is what makes customers become loyal and encourage business and give recommendations.
The importance of emotional ties, then the company should focus on how they treat customers and how to foster positive feelings in customers. Creating positive emotions and feelings is the main thing is to do business. The lack of positive emotions make repeat sales to be only a mechanical activity, the usual behavior that makes the customer there is no real reason to stay and continue to do business with the company.

True customer loyalty is not possible without an emotional connection created. Loyalty is evidence of emotional buying behavior transforms into a relationship again. If the customer does not feel any love or closeness with these companies, the relationship between the customer and the company does not have the characteristic.

If it has loyal customers, typically in their heart will call, for example, the fruit shop where shoppers will be referred to as the shop my people. Supermarket where shopping is Supermarketku. Elektronikku store, shoe store and so on. The experience also taught my family so. My family had a fruit shop that we always loyal to buy in the store, the store is located in IB Road Ground. Every time I come often, the owner handed me an orange sweet to me, saying "This is sweet sir". I am greeted with a smile, I thank you. It is opening doors of communication that is the beginning of creating an emotional relationship. "Mr. KR print titled my business Weapons cut. This I put on my desk "fruit shop owner said that he showed my writing is posted on his desk. "This is my practice lo sir", he said. "Good luck" I said. "Thank you sir. Pak Yanto today to lecture where? If there is a lecture today, I want to come sir. Me want to listen to his lecture ", asked the store owner. The key to success for many companies lies in transforming the relationship into the relationship of behavior that characterized positive emotions ", said James G Barnes in his book Secrets of Customer Relationship Management