Membangun Loyalitas Pelanggan “Citilink” Garuda: Tinjauan Manajemen Hubungan Pelanggan

Prima Mulyasari Agustini

Abstract


Building a loyal customer community is the aim of transportation business. Citilink as one of national flag carrier manages its customer relation by maintaining communication among customer, corporate, and workforce. Using communication management approach to build a close connection among its customers, Citilink focused on 4 aspects: makes regular repeat purchase, purchases across products and service lines, refers others, and demonstrates
immunity to the pull of competition. A system of customer satisfaction fulfillment needs to be established to ensure customer loyalty.

Keywords


manajemen hubungan pelanggan, loyalitas pelanggan, jasa penerbangan

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DOI: https://doi.org/10.29313/mediator.v8i2.1255

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