How to learn from success of Harley Davidson Reach Loyal Customers ? - Errors in understanding the success of that success can be achieved by pushing a product or idea is a bad influence on aggressive selling activity and influence. This misconception encourage inappropriate behavior. For example, people like to be like beating around the bush, to impose the will and aggressive, or too much to say and easy to say yes for something. Selling activity and influence is very dependent on how the person seeking the right behavior, namely the balance between openness and firmness with warmth and competence. And, when combined with a good product or brand, it can support the development of customer loyalty.
Harley-Davidson in the past to overcome turbelensi denagn build customer loyalty, which later became one of the enduring assets. Harley-Davidson is one of the leading American manufacturer of motorcycles. However, in the 1980's sales declined sharply due to intense competition with Japanese-made motorcycles more affordable and quality. Harley-Davidson to improve its quality by using production techniques Dr. Edwards Deming.
Harley-Davidson in the past to overcome turbelensi denagn build customer loyalty, which later became one of the enduring assets. Harley-Davidson is one of the leading American manufacturer of motorcycles. However, in the 1980's sales declined sharply due to intense competition with Japanese-made motorcycles more affordable and quality. Harley-Davidson to improve its quality by using production techniques Dr. Edwards Deming.
The next challenge is to win back and retain market share (currently, Harley-Davidson has a level of customer loyalty by 90%). Knowledge of customer needs and how to attract customer emotions have helped Harley-Davidson in building trust and bond with customers. The Manager they meet with customers on a regular basis at various rallies to demonstrate their new models.
To increase customer loyalty, made the ad reinforces the brand image of Harley. Harley Owner's Group (HOG) is a membership club to build customer loyalty, of which 2/3 (two thirds) the customer is always renew their membership. Significantly, the Harley-Davidson to make sure its customers get the benefit of the value they appreciate.
The result, customers trust Harley-Davidson, the trust is used to build a stronger bond and the higher profits in a virtuous circle. Rich Teerlink, former chairman, commented, "perhaps the most significant advance program and will continue as it is a Harley Owners Group (HOG). The dealers regain confidence that Harley could be a reliable partner and capture the ideas of our people all the people in the Harley-Davidson is very important for us in the future succed "
In conclusion :
- Provide a consistent experience (and ideally "her brand") to the customer everytime they deal with their business
- Clarify what you offer value to offer to customers
- Give incentive to new customers so they come back and buy again
- Give awards for customer loyalty remains
- Competitiveness have, what appears is not necessarily good for you according to your competitors
- Make the customer experience easy and enjoyable
- Convince customers by offering service and reliable products
- Develop a continuous process based on feedback from customers
- Show reliability by working with partners and investing in resources
