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""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""

"Sektor properti di Indonesia semakin menunjukkan keberadaannya sebagai salah satu sektor yang terns tumbuh dan menjanjikan keuntungan bagi mereka yang terlibat di dalamnya. Salah satu sub-sektor properti yang paling dominan pertumbuhannya adalah mal dan trade center. Tingginya tingkat pertumbuhan ini telah menimbulkan tingkat persaingan di antara para pengelola pusat perbelanjaan tersebut.Penelitian ini mencoba melihat fenomena event yang banyak diseleng-garakan oleh pusat-pusat perbelanjaan di Jakarta. Dengan menggunakan sudut pandang experiential marketing dari Bernt Schmitt, penulis mencoba menganalisis kaitan antara pengalaman yang dirasakan oleh seseorang yang menghadiri event tersebut dengan tingkat loyalitas yang dimilikinya setelah menyaksikannya.Mengambil objek penelitian Jazzy Friday di Pasar Festival Jakarta, penelitian ini membatasi pokok permasalahan ke dalam 3 hal, yaitu (a) bagaimana event Jazzy Friday digunakan sebagai bagian dari strategi komunikasi pemasaran terpadu Pasar Festival; (b) bagaimana Holistic Experience dapat mempengaruhi loyalitas pengunjung event Jazzy Friday; dan (c) faktor-faktor SEMs mana yang paling mempengaruhi loyalitas pengunjung event Jazzy Friday. Sedangkan metodologi yang digunakan adalah eksplanatif supaya dapat menemukan alasan dari yang melatar¬belakangi fenomena tersebut.Adapun kesimpulan umum dari penelitian ini bahwa sebagai salah satu media komunikasi dari Pasar Festival, Jazzy Friday belum digunakan secara optimal. Terdapat beberapa haI yang hams ditingkatkan demi menciptakan loyalitas yang tinggi dari para pengunjung. Salah satu hal yang paling mendasar adalah menyangkut konsep awal dari event itu sendiri yang merupakan landasan panting bagi keseluruhan program tersebut.

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The property sector in Indonesia has shown its existence as one of the most constantly growing sectors and also promising benefit for those whose involve in this business. One of the most dominant sub sectors in property is mall and trade center. The high growth of this sub sector has caused the increasing level of competition among those shopping centers management.This research tries to explore the phenomena of event which held by many shopping centers in Jakarta. Using the experiential marketing point of view from Bernt Schmitt. the writer wish to analyze the correlation between the experience customers achieved while attending the event, with the level of loyalty they have after attending the event.With Jazzy Friday at Pasar Festival Jakarta as the research object, the main problem of this research is limited into three points, i.e: (a) how Jazzy Friday event is used as a part of integrated marketing communication strategy at Pasar Festival; (b) how the holistic experience could influence the loyalty level of Jazzy Friday's visitors; and (c) which of SEMs factors has the most influence to the loyalty level of Jazzy Friday's visitors. The descriptive explanative methodology is used in order to provide the specific description in detail about the real condition of the implementation of Jazzy Friday itselfThe general conclusion of this research is that as one of communication medias in Pasar Festival, Jazzy Friday has not been used in its optimal capacity. There are many aspects that should be improved to create the high level of loyalty of their visitors. One of these basic aspects is the concept of the event itself, which is a very important foundation for the entire program."

"Jumlah komunitas kendaraan roda dua saat ini semakin meningkat, namun komunitas-komunitas hanya sedikit memperoleh dukungan dari pihak produsen. Hal ini sangat berbeda dengan yang dilakukan oleh produsen Harley Davidson yang mempergunakan komunitas pelanggan untuk meningkatkan keterlibatan konsumen terhadap produk dan Ioyalitas pelanggan.Penelitian ini bertujuan untuk mengetahui aktivitas pelanggan dalam komunitas terhadap Ioyaiitas pelanggan. Tipe penelitian ini adalah deskriptif analisis dengan pendekatan kuantitatif.Profil anggota komunitas digunakan untuk memperoieh gambaran tentang demografi anggota komunitas pada segmen 100 s.d. 125 cc. Perilaku pelanggan diukur dengan variabel Perceived Used Value (PUV) untuk mengetahui persepsi konsumen terhadap produk, dan variabel Customer Bonding untuk mengetahui respon konsumen terhadap aktititas produsen yang melibatkan customer.Populasi yang digunakan dalam penelitian adalah komunitas pelanggan yang memiliki kendaraan sejenis yaitu, Honda Karisma, Yamaha Jupiter, dan Suzuki Shogun 125. Teknik pengambilan sampei secara insiden kritis sehingga diperoleh jumlah responden sebanyak 100 orang.Dari hasil perhitungan PUV dimensi global diperoleh skor perfomance sebesar 6,28, durability 6.35, feature sebesar 5,89, consistency sebesar 5,67, design sebesar 6,06, service reliability sebesar 5,97, responsiveness sebesar 6,05, tangible sebesar 5,68, estetika sebesar 5,87, seif expressive value sebesar 5,78, dan kemudahan sebesar 6,07.Hasil perhitungan pada community bonding diperoleh skor total sub variabel awarennes bonding sebssar 4,20, relationship bonding sebesar 4,09, community bonding sebesar 4,23 dan advocacy bonding sebesar 4,09.Rekomendasi dari penelitian ini, yaitu diperlukan peningkatan kualitas produk, aktivitas customer bonding, dukungan pada komunitas pengguna, serta reorganisasi pada komunitas pengguna.

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Amount of community of motorcycle in this time progressively mount, but scanty community get support from producer. This is matter very differing from which done by Harley Davidson producer utilizing customer community to increase involvement of consumer to customer loyality and product.

This research aim to know customer activity in community to customer loyality. This Research type is descriptive analysis with quantitative approach. Member community profile used to get picture about community member demography at segment 100 to 125 cc. Behavioral of customer measured with Perceived Used Value variable (PUV) to know consumer perception to product, and Customer Bonding variable to know consumer respond to producer activity entangling customer.

Population which is used in research is customer community owning vehicle of a kind that is. Honda Karisma. Yamaha Jupiter, and Suzuki Shogun 125. Technique intake of sampel incidently critical is so that obtained by the amount of responder counted 100 people.

From result of calculation of obtained by global PUV dimension of performance score equal to 6.28, durability 6.35. feature equal to 5.89, consistency equal to 5.67. design equal to 6.06, reliability service equal to 5.97, responsiveness equal to 6.05, tangible equal to 5.68. esthetics equal to 5.87, value expressive self equal to 5.78. and amenity equal to 6.07.

Result of calculation at community bonding obtained by total score of awarennes bonding variable sub 4,20. relationship bonding equal to 4.09, community bonding equal to 4.23 and advocacy bonding equal to 4.09.

Recommendation from this research, that is needed bythe make-up of the quality of product, customer bonding activity, support at consumer community, and also reorganization at consumer community."

"Tesis ini menganalisa peran dari kualitas jasa dalam membangun kepuasan dan loyalitas konsumen di restoran "X", yang berlokasi di Kelapa Gading. Selain itu, tesis ini juga menganalisa gap antara kualitas jasa yang diharapkan dengan kualitas jasa yang diterima, dan dimensi SERVQUAL manakah yang dianggap penting oleh konsumen di restoran "X". Dari penelitian ini, didapatkan hasil bahwa terdapat hubungan yang positif dan signifikan antara kualitas layanan jasa yang diterima dengan kepuasan konsumen, dan juga hubungan yang positif dan signifikan antara kepuasan konsumen dengan loyalitas konsumen. Meskipun demikian, hubungan antara kualitas layanan jasa yang diterima dengan loyalitas konsumen tidaklah positif ataupun signifikan. Hasil penelitian juga menunjukkan bahwa terdapat gap yang signifikan antara kualitas jasa yang diharapkan dengan kualitas jasa yang diterima. Responden juga menyatakan bahwa untuk restoran "X", dimensi SERVQUAL yang harus lebih diperhatikan adalah daya tanggap.

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This thesis analyzed the role of service quality in building customer satisfaction and customer loyalty in restaurant "X", Kelapa Gading. Beside that, this thesis also analyzed the gap between expected service quality and perceived service quality, and which SERVQUAL dimension that is important for restaurant "X" from customers' point of view. The result from this research showed that there is a positive and significant relationship between perceived service quality and customer satisfaction, and also between customer satisfaction and customer loyalty. On the other hand, there is no positive and significant relationship between perceived service quality and customer loyalty. The results from this research also showed that there is significant gap between expected service quality and perceived service quality. In addition, the respondents suggested restaurant "X" to put more attention in responsiveness dimension."

"Tujuan dari penelitian ini adalah untuk menganalisis pengaruh customer experience terhadap customer loyalty melalui customer satisfaction pada pelanggan Genki Sushi di outlet Plaza Senayan. Sampel penelitian ini berjumlah 144 responden yang diambil dengan menggunakan purposive sampling. Analisis data digunakan dengan menggunakan smartPLS 3.0. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty, terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty,dan terdapat pengaruh yang kuat dan positif antara customer satisfaction terhadap customer loyalty.

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The purpose of this study is to analyze the affect of customer experience on customer loyalty through customer satisfaction at Genki Sushi customers at Plaza Senayan outlets. This research sample amounted to 144 respondents taken using purposive sampling. Data analysis is used using smartPLS 3.0.

The results of the study show that there is a strong and positive effect between customer experience on customer loyalty, there is a strong and positive effect between customer experience on customer loyalty, and there is a strong and positive effect on customer satisfaction on customer loyalty."

"Ditengah persaingan perusahaan online to offline saat ini, perusahaan harus mencari cara yang dapat membantunya dalam upaya membangun hubungan baik serta mempertahankan pelanggannya. Salah satu cara yang digunakan dalam membantu upaya tersebut adalah dengan menerapkan Customer Relationship Management. Seiring dengan perkembangan teknologi yang kian pesat, kini kegiatan CRM juga dapat dilakukan oleh perusahaan melalui media sosial, salah satunya Twitter.Dalam penulisan ini, akan membahas mengenai apa saja kegiatan serta bagaimana pengaplikasian kegiatan CRM dalam Grab Indonesia. Adapun kegiatan serta pengaplikasian tersebut dilihat dari model praktik PR apa saja yang digunakan dan serta indikator relasi apa saja yang terjalin dalam kanal media sosial Twitternya. Pada pengaplikasian kegiatannya, Grab Indonesia menggunakan keseluruhan model praktik PR serta mampu menerapkan keenam indikator relasi dengan pelanggan dalam platform tersebut.

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In the midst of online to offline sales competitions, corporations should manage their ways to build good relationship and maintain customer loyalty. Customer Relationship Management (CRM) could be the way to achieve those goals. In the new media world, CRM can be used within the social media applications, for example in Twitter.

This paper will analyze what the activities and how the applications of CRM is being done in Grab Indonesias Twitter account. The activities and the applications of CRM in this platform will refer to the PR practice models and relation indicators. From this paper, it can be concluded that Grab Indonesia uses all of PR practice models and also uses all six relation indicators with its consumers on their media platform."

"Penelitian ini didasarkan pada respon kaum muda yang dinamis dan pengambil resiko yang juga disebut sebagai innovator dalam literatur pemasaran. Mereka yang menyukai kreatifitas dan inovasi akan berpindah dari produk satu ke yang lain. Tujuan dari penelitian ini yaitu untuk mengetahui faktor yang mempengaruhi keinginan pelanggan untuk berpindah dengan metode SEM. Faktor - faktor yang digunakan dalam penelitian adalah attractiveness of alternatives, switching cost, customer satisfaction, perceived price, perceived quality, dan customer complaint.Hasil penelitian ini menunjukan bahwa customer satisfaction, switching cost, dan attractiveness of alternatives mempunyai pengaruh yang signifikan bagi switching intention. Dari semua faktor yang ada customer complaint mempunyai pengaruh yang paling besar untuk customer satisfaction. Switching cost mempunyai pengaruh yang paling besar untuk switching intention.

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This study is based on the responses from youngsters who are also termed as innovators in marketing literature being dynamic and risk taker. They like creativity and innovation and often switch from one product to another. The purpose of this research is to identify factors that influence motivation of customer switching using SEM. Factors used in this research are attractiveness of alternatives, switching cost, customer satisfaction, perceived price, perceived quality, and customer complaint.

The result of this research show that customer satisfaction, attractiveness of alternatives, and switching cost have significant effect on customer?s switching intention. Among these factors, customer complaint is the most influence factor to customer satisfaction. Switching cost is the most influence factor to switching intention."

"Tingkat loyalitas pelanggan tunai dan jaminan non Pertamina di Rumah Sakit Pertamina Jaya saat ini belum diketahui tetapi data RSPJ menunjukkan adanya tingkat retensi yang masih rendah (<80%) dengan adanya angka loss pasien yang cukup tinggi lebih dari 50%. Penelitian ini bertujuan untuk mengetahui tingkat loyalitas pelanggan tunai dan jaminan non PERTAMINA di unit rawat jalan Rumah Sakit Pertamina Jakarta. Dalam kerangka konsep penelitian ini terdapat variabel dependen, independen dan faktor konfonding. Sebagai variabel dependen adalah loyalitas pelanggan, variabel independen adalah kepuasan pelanggan yang meliputi harapan dan persepsi responden. Tingkat kepuasan dihitung berdasarkan gap dengan metode SERVQUAL yang terdiri dan lima dimensi yaitu dimensi tangible, reliability, resposiveness, assurance dan empathy. Hasil perhitungan, bertujuan untuk meIihat diantara kelima dimensi tersebut manakah yang merniliki pengaruh paling dominan terhadap loyalitas pelanggan dan mencari faktor yang menjadi konfonding terhadap hubungan kepuasan pelanggan dengan loyalitas pelanggan di unit rawat jalan poliklinik spesialis Rumah Sakit Pertamina Jaya. Metode penelitian yang dilaksanakan adalah metode kuantitif yang menggunakan 137 orang pasien yang datang ke polilditui spesialis Rumah Sakit Pertamina Jaya dalam masa penelitian menjadi respondennya secara acak. Sebelum melakukan survey terhadap responden, kuesioner terlebih dahulu di uji validitas dan reliabilitasnya, setelah didapat hasil kuisioner valid dan reliabel maka penyebaran kuesioner dilakukan. Kemudian data yang sudah diperoleh dari hash l penelitian ini selanjutnya diolah dan dianalisis dengan menggunakan metode analisa deskriptif, korelasi chi-Square dan regresi logistik. Berdasarkan hasil penggunaan SERVQUAL sebagai alat ukur kepuasan pada masing-masing dimensi, memperlihatkan adanya hubungan signifrkan antam kepuasan dengan loyalitas pelanggan. Dimensi Responsiveness dan Reliability adalah variabel yang paling signifikan, sedangkan basil uji p value, variabel Tangible (0.584), Assurance (0.620) dan Empathy (0.300) seeara statistik tidak signifikan. Jarak merupakan konfonding hubungan kepuasan pelanggan dengan loyalitas pelanggan, Sedangkan waktu tempuh bukan merupakan variabel konfonding. Maka rnodelnya adalah sebagai berikut loyalitas = -4.725 + 0.456 (Tang) + 0.987 (reli) + 0.990 (Resp) + 0.293 Ass(1) 0.598 (Emp) + 0.222 (Waktu) — 1.730 (Jantic). Sebagai kesimpulan dari penelitian ini bahwa tingkat kepuasan dapat berpengaruh terhadap loyalitas pelanggan tetapi tingkat loyalitas pelanggan tidak hanya dipengaruhi oleh kepuasan pelanggan saja melainkan masib ada faktor konfonding yang dapat mempengaruhi hubungan kepuasan dengan loyalitas pelanggan yaitu jarak. Oleh karena itu disarankan kepada pihak manajemen rumah sakit untuk selalu berusaha memenuhi harapan pelanggan demi tercapainya kepuasan pelanggan dan bisa menumbuhkan rasa loyalitas pelanggan terhadap rumah sakit pertamina jaya dimasa depan.

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The loyalty level of cash and non-PERTAMINA guaranteed customers in Pertamina Jaya Hospital has not been identified nowadays but its data shows that there is low retention level (<80%) with high loss value more than 50%. This research intended to find out the loyalty level of cash and non-PERTAMINA guaranteed customers in outpatient department in Pertamina Hospital Jakarta. There are dependent and independent variabel and also confounding factor within its conceptual construction of this research. The loyality of customer as the dependent variable, the independent variable is the customers' satisfaction focused in the respondents' expectation and perception. The level of satisfaction is counted based on the gap with SERVQUAL method which consists of five dimensions namely tangible, reliability, responsiveness, assurance and empathy. The result of this research is to identify which one is the most dominant among those five dimensions towards customers' loyalty and to find out the confounding factor towards the relation between the customers' satisfaction and customers' loyality in outpatient department of specialist clinics in Pertamina Jaya Hospital. This is a quantitative study which involved. 137 patients in Pertamina Jaya Hospital, specialists polyclinic. The respondents were taken randomly. Before doing the survey, the questioannaire had been tested. After getting the validity and reliability, the questionnaires were distributed. Then, the data was processed and analyzed by using descriptive analysis, chi-square correlation and logistic retention. SERVQUAL showed there's a significant relation between customer's satisfaction and loyalty, especially from responsiveness and reliability dimensions. They are the most significant. Meanwhile, p value shows Tangible (0.584), assurance (0.620) and empathy (0.300). They statistically show insignificant value, though they are also important in seeing the satisfaction and loyalty. While distance is a confoding, time isn't. It makes the model : Loyalty -4.725 + 0.456 (Tang) + 0.987 (Reli) + 0.990 (Resp) +0.293 ass (1) + 0.598 (Ernp) + 0.222 (Time) — 1.730 (distance). As a conclusion, satisfaction can influence customer's loyalty, though it's not the only reason. There's a confoding reason, which is distance. That's why, it is recommended to hospital management to always fulfill customer's satisfaction and finally grow the loyalty to the hospital."