Communication Strategy PT. Matahari Department Store Lippo Plaza Sidoarjo in Maintaining Customer Loyalty
Strategi Komunikasi PT. Matahari Lippo Plaza Sidoarjo Dalam Mempertahankan Customer Loyalty
DOI:
https://doi.org/10.21070/ups.1228Keywords:
Communication strategy, Customer Loyalty, Repeat PurchaseAbstract
PT. Matahari Departmnet Store is one of the many large retail companies in Indonesia which has been around for a long time. My research results reveal that Matahari applies a CRM communication strategy by providing the best service and maintaining good relationships with customers for a long period of time. By providing special promos for member card owners and providing Shop & Talk services by providing personal shopping assistants to assist customers in finding the products they need. Matahari introduces its products by utilizing social media such as IG, Tiktok, Youtube, Website, Email, WhatsApp and also catalog accessible to the general public. The demand for the use of technology is also a concern for Matahari to design and process messages through various social media, non-media promotions, and artificial intelligence.
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