Analysis Of Family Business Strategy At Kok Kok Tong Megaland Coffee Shop In Pematangsiantar In Improving Customer Loyalty
Analysis of Family Business Strategy at Kok Kok Tong Megaland Coffee Shop in Pematangsiantar in Improving Customer Loyalty
Understanding the Importance of Family Business Strategies
In today's competitive business landscape, family businesses face numerous challenges in maintaining customer loyalty. One such business is Kok Kok Tong Megaland Coffee Shop, located in Pematangsiantar, which is managed by a family and strives to increase customer loyalty. The shop owner employs various business strategies that have been proven effective, including the seven elements of marketing mix, as proposed by Kotler's marketing theory (1997: 46). These elements include products, prices, places, promotions, people, processes, and physical evidence.
The Role of Family Business Strategies in Customer Loyalty
The business strategy carried out by Kok Kok Massa Coffee Shop Kok Megaland focuses on creating unique experiences for customers. This descriptive qualitative research aims to understand the implementation of strategies and their impact on customer loyalty. The data was collected through in-depth interviews with the shop owner as a key informant, as well as some customers who shared their views on the experience of visiting the shop. This method helps researchers to gain an accurate picture of the implementation of strategies and their impact on customer loyalty.
Analysis of Seven Marketing Mix Elements
- Products: The Key to Attracting New Customers
Kok Kok Kok Tong Coffee Shop offers various types of high-quality coffee combined with product innovations, such as unique special coffee menus. This not only attracts the attention of new customers but also makes old customers return to try new products. The shop's commitment to quality and innovation has helped to establish a loyal customer base.
- Competitive Pricing Strategy: A Key Factor in Attracting More Customers
Competitive pricing strategy is one of the main factors in attracting more customers. With an affordable price but still maintaining quality, this shop is able to reach a wider market segment. The shop owner's ability to balance price and quality has helped to increase customer loyalty.
- Strategic Location: Easy Access and Comfortable Interior Design
The strategic location of the shop in Megaland provides easy access for customers. Comfortable and attractive interior design makes customers feel at home for long, while creating an atmosphere that supports social interaction. The shop's location and design have helped to create a welcoming environment for customers.
4 Promotional Activities: Discounts and Special Events
Promotional activities such as discounts or special events also create enthusiasm and increase the number of visitors. The shop owner's use of promotional activities has helped to create a sense of excitement and loyalty among customers.
- Friendly and Trained Staff: Providing a Satisfying Service Experience
Friendly and trained staff provide a satisfying service experience for customers. The involvement of the owner in interaction with customers also gives a personal nuance that makes customers feel cared for. The shop's staff have played a crucial role in creating a loyal customer base.
- Efficient Order and Presentation Process: Minimizing Waiting Time
Efficient order and presentation process ensures customers do not need to wait long. This is very important in maintaining customer satisfaction and minimizing the level of complaints. The shop's efficient process has helped to reduce waiting time and increase customer satisfaction.
7 Cleanliness and Comfort: A Priority for the Shop Owner
Cleanliness and comfort are a priority that is highly considered by the shop owner. The shop's commitment to cleanliness and comfort has helped to create a welcoming environment for customers.
Impact on Customer Loyalty
The results of the study show that the application of the seven elements of marketing mix effectively by the mass coffee shop Kok Tong Megaland has contributed to increasing customer loyalty. By maintaining good relationships and providing satisfying services, this shop has succeeded in creating a loyal customer community. This is a clear example that the right business strategy, especially in the context of family business, can have a positive impact on business sustainability.
Conclusion
With all the interrelated elements, Kok Massa Coffee Shop Kok Tong Megaland not only managed to attract new customers but also keep old customers to continue to return. Through a holistic and oriented approach to customer satisfaction, this shop confirms the importance of planned strategies in creating high customer loyalty. The shop owner's commitment to quality, innovation, and customer satisfaction has helped to establish a loyal customer base. This study provides valuable insights into the importance of family business strategies in improving customer loyalty.
Recommendations
Based on the findings of this study, the following recommendations are made:
- Family Businesses Should Focus on Creating Unique Experiences for Customers
Family businesses should focus on creating unique experiences for customers. This can be achieved through the implementation of the seven elements of marketing mix.
- Invest in Staff Training and Development
Investing in staff training and development is crucial in providing a satisfying service experience for customers.
- Maintain a Clean and Comfortable Environment
Maintaining a clean and comfortable environment is essential in creating a welcoming environment for customers.
- Use Promotional Activities to Create Enthusiasm and Increase Customer Loyalty
Using promotional activities such as discounts or special events can help to create enthusiasm and increase customer loyalty.
- Monitor and Evaluate Customer Feedback
Monitoring and evaluating customer feedback is crucial in understanding customer needs and preferences.
Limitations of the Study
This study has several limitations. Firstly, the study was conducted in a single location, which may limit the generalizability of the findings. Secondly, the study relied on a small sample size, which may not be representative of the larger population. Finally, the study was conducted in a specific context, which may not be applicable to other contexts.
Future Research Directions
Future research should aim to replicate this study in different contexts and locations. Additionally, future research should aim to explore the impact of family business strategies on customer loyalty in different industries and sectors.
Q&A: Family Business Strategies for Improving Customer Loyalty
In our previous article, we discussed the importance of family business strategies in improving customer loyalty. We analyzed the case of Kok Kok Tong Megaland Coffee Shop in Pematangsiantar, which has successfully implemented a range of strategies to increase customer loyalty. In this Q&A article, we answer some of the most frequently asked questions about family business strategies and customer loyalty.
Q: What are the key elements of a family business strategy?
A: The key elements of a family business strategy include products, prices, places, promotions, people, processes, and physical evidence. These elements are often referred to as the seven elements of marketing mix.
Q: How can a family business create unique experiences for customers?
A: A family business can create unique experiences for customers by offering high-quality products, providing excellent customer service, and creating a welcoming environment. This can be achieved through the implementation of the seven elements of marketing mix.
Q: What is the importance of staff training and development in a family business?
A: Staff training and development is crucial in providing a satisfying service experience for customers. Family businesses should invest in staff training and development to ensure that their staff are equipped to provide excellent customer service.
Q: How can a family business use promotional activities to create enthusiasm and increase customer loyalty?
A: A family business can use promotional activities such as discounts or special events to create enthusiasm and increase customer loyalty. This can help to create a sense of excitement and loyalty among customers.
Q: What is the role of customer feedback in a family business?
A: Customer feedback is crucial in understanding customer needs and preferences. Family businesses should monitor and evaluate customer feedback to ensure that they are meeting the needs of their customers.
Q: How can a family business maintain a clean and comfortable environment?
A: A family business can maintain a clean and comfortable environment by ensuring that their premises are clean and well-maintained. This can help to create a welcoming environment for customers.
Q: What are the benefits of implementing a family business strategy?
A: The benefits of implementing a family business strategy include increased customer loyalty, improved customer satisfaction, and increased revenue. A family business strategy can help to create a loyal customer base and increase revenue.
Q: How can a family business measure the success of their strategy?
A: A family business can measure the success of their strategy by tracking customer loyalty, customer satisfaction, and revenue. They can also use metrics such as customer retention rate and customer acquisition cost to measure the success of their strategy.
Q: What are some common challenges faced by family businesses in implementing a strategy?
A: Some common challenges faced by family businesses in implementing a strategy include lack of resources, lack of expertise, and lack of time. Family businesses should be aware of these challenges and develop strategies to overcome them.
Q: How can a family business overcome the challenges of implementing a strategy?
A: A family business can overcome the challenges of implementing a strategy by seeking external expertise, investing in staff training and development, and prioritizing their strategy. They can also use technology to streamline their operations and improve customer service.
Conclusion
In conclusion, family business strategies are crucial in improving customer loyalty. By implementing a range of strategies, including the seven elements of marketing mix, family businesses can create unique experiences for customers, provide excellent customer service, and create a welcoming environment. By monitoring and evaluating customer feedback, family businesses can understand customer needs and preferences and make adjustments to their strategy accordingly. By prioritizing their strategy and seeking external expertise, family businesses can overcome the challenges of implementing a strategy and achieve success.