Was sind die wichtigsten Indikatoren für Kundenzufriedenheit und -loyalität in der Verkaufsförderung?

Indeed, customer feedback serves as a fundamental indicator of satisfaction and loyalty in sales promotion. Methods like surveys, reviews, ratings, testimonials, and social media comments offer rich insights. From my sales management experience, we effectively leveraged these channels to gauge our promotional effectiveness. Positive feedback typically signified satisfaction and likely loyalty. Criticisms, though challenging, revealed areas of improvement and potential risk of customer churn. By addressing these promptly and efficiently, we not only resolved issues but often converted dissatisfied customers into loyal ones.

Les commentaires des clients vous permettent de savoir ce qui fonctionne bien dans vos produits ou services et ce qui pourrait améliorer l'expérience. Leurs opinions vous aident à vous assurer que le produit final répondra à leurs attentes, résoudra leurs problèmes et/ou comblera leurs besoins

Qu'est-ce qu'un taux de réachat ? Le taux de réachat est un indicateur clé qui permet d'évaluer la satisfaction client et leur fidélité. Il indique le pourcentage d'acheteur qui, après avoir réalisé un achat, effectue au moins une fois le même achat sur une période déterminée.

Spot on! Redemption rate indeed stands as a critical indicator of customer satisfaction and loyalty in sales promotion. It measures the percentage of customers who actually utilize the incentive, discount, or reward offered. High redemption rates suggest that the promotion resonates with customers, inciting them to make a purchase, indicating satisfaction and potential loyalty. My experience managing sales promotions reaffirms this - promotions with high redemption rates typically led to increased customer engagement and repeat business. Conversely, a low redemption rate might point to an offer's lack of appeal or accessibility, signaling a need for strategy adjustment.

Le Net Promoter Score est un indicateur du niveau de satisfaction et de fidélisation des clients par rapport à un produit, un service ou une entreprise. Le NPS représente le taux de recommandation de la marque à un tiers et se calcule à partir d'une question de type : « Recommanderiez-vous ce produit ou ce service à votre entourage ? »

Absolutely, referral rate, or the proportion of customers recommending your brand or product after participating in a sales promotion, is a telling indicator of customer satisfaction and loyalty. A high referral rate often signifies successful promotions, resulting in satisfied customers who are enthusiastic enough about your brand to actively promote it within their networks. This not only generates valuable word-of-mouth marketing but also boosts social proof for your brand. During my stint in sales, we found high-referral promotions often led to a robust pipeline of potential customers. A low referral rate, might indicate customer indifference or dissatisfaction, signaling a need for re-evaluation of the promotion strategy.

In 2024, key indicators of customer satisfaction and loyalty in sales promotions extend beyond repeat purchases and redemption rates. Social mentions and metrics have become increasingly important. Customer engagement on social platforms, measured through likes, shares, comments, and brand mentions, offers valuable insights into customer satisfaction and the effectiveness of promotions. Positive social media sentiment indicates strong brand loyalty and customer advocacy. Additionally, the frequency and nature of customer feedback on social channels provide a real-time gauge of customer attitudes and preferences, making them crucial metrics for assessing the impact of sales promotions.

Una promoción debe durar generalmente 2 meses y máximo 3 meses, luego de ese período el consumidor te va a exigir el beneficio como parte de tu oferta continuamente. Cuando uno tiene un historial de promociones a lo largo del año, debe aprovechar en evolucionarlas en su conjunto. Si articulas todas las promociones anuales, puedes convertirlas en un "plan de lealtad", que es mucho más sólido frente al consumidor y complicas a tu competencia de igualarte fácilmente, como si sucede en las promociones. Un plan de lealtad te hace sistematizar la información y reconocer en big data todo el comportamiento de tus consumidores, puedes tener diferentes inputs de tus clientes para validar los beneficios que quieras lanzar por ejemplo.