Creating Customer Loyalty Through WhatsApp

This presentation covers the key elements that make WhatsApp the best service app for building customer loyalty. It discusses the functional, social, emotional, time, place, and problem-solving value of WhatsApp. The presentation also provides recommendations for marketers to create appropriate content messages and segment potential customers and partners accordingly.

CREATING CUSTOMER
LOYALTY THROUGH
WHATSAPP
PRESENTED BY

ATTENTION GETTER
• Looking for best service app for improving customer loyalty?
• Worry Less
• WhatsApp is the answer.
• The presentation will demonstrate key elements that makes WhatsApp
the best service App for building customer loyalty

INTRODUCTION TO THE APP
• WhatsApp is an instant messaging application present on different
platforms such as iOS, Android, Windows 10 Mobile, etc
• It was created by Brain Acton and Jan Koum (2009) to make
communicating and sending multimedia messages easier and faster.
• It has billions of subscribers globally
• WhatsApp is effective in creation of customer value because it is
associated with functional, social, emotional, experience, time, place
and problem-solving value.

FUNCTIONAL VALUE
• WhatsApp have virtually all features that the customers would wish to
have.
1. It is easy to install.
2. Can allow the user create a group of customers and send one message
to all of them instantly
3. Can allow the user send multimedia
4. Can allow the user sent emojis
5. Can allow the user delete for everyone

SOCIAL VALUE
• Customers, in addition to good products, expect brands to contribute to
solve world problems
• WhatsApp facilitate this need directly or indirectly.
• WhatsApp can be used to disseminate information related to the social
problems
• Marketers can amplify their corporate social responsibility by creating a
group in WhatsApp that focuses on each of the corporate social
responsibility the company have.

EMOTIONAL VALUE
• The emotional marketing is essential to deliver value and build
customer loyalty, which will provide greater benefits, growth and
business success in the long run
• Emotional strategies are usually more useful in these times, in which
people tend to be more stressed and looking for some focus of joy and
company.
• WhatsApp can be used to generate experience, point to the
expectations of desire and appeal to the sensations of memories

TIME VALUE AND EXPERIENCE
• Time Value
• WhatsApp stands out to be one of the best mobile application for creating
time value.
• WhatsApp allow instant messaging and does not have a lot of algorithms.
• Experience
• WhatsApp can foster customer experience by ensuring instant feedback
and follow up.
• WhatsApp foster efficiency of customer services and hence help in creating
good customer experience.

PLACE
• The WhatsApp services are always available to the WhatsApp
subscribers.
• So long as a user have smartphone, he or she can access WhatsApp
services anytime
• This feature makes WhatsApp crucial tool to store and send marketing
designs, promotional material and brand assets

RECOMMENDATIONS
• The content of message should be designed appropriately.
• Marketer should create content message that is appropriate so as not to
send boring and direct sales messages and make better use of user’s reach
to send valuable, fun and attractive campaigns
• Potential customers and partners should be segmented accordingly
before sending messages.
• Content should be audiovisual