Strategi komunikasi customer bonding C Plus Organizer mempertahankan loyalitas PT. Capella Dinamik Nusantara

Abstract

adalah metode kualitatif. Hasil penelitian menunjukkan bahwa dalam penambahan manfaat finansial, C Plus Organizer memberikan potongan, memberikan pinjaman properti event secara gratis, mengikuti mekanisme pembayaran PT. CDN, dan mendesain dan memproduksi material event yang bisa digunakan berkali-kali untuk menghemat biaya. Untuk penambahan manfaat sosial, C Plus Organizer tidak memendam masalah dan mengakui kesalahan, mempunyai tim yang memiliki kemampuan komunikasi yang efektif, aktif bertanya, mendengarkan keluhan, aktif memperbarui laporan, melakukan meeting dan briefing dengan PT. CDN dan tim, menciptakan suasana meeting yang baik, mengevaluasi, melakukan eksplorasi dan imajinasi sesuai standar pelaksanaan, melakukan kegiatan yang meningkatkan keakraban, dan memberikan hadiah pada hari-hari besar. Untuk penambahan manfaat struktural, C Plus Organizer membuat database biodata pelanggan dan perusahaan pelanggan, dan database riwayat pekerjaan event PT. CDN untuk memudahkan pemesanan. Intinya Strategi Customer Bonding terletak pada kemampuan mendengarkan dan memahami kebutuhan pelanggan serta membangun komunikasi efektif secara berkesinambungan sehingga konsumen menjadi loyal dan puas dengan kinerja perusahaan. ABSTRACT PT. Capella Dinamik Nusantara (PT. CDN) is a regular and loyal customer of C Plus Organizer from 2011 to 2020, which is a service business engaged in Event Organizer and Advertising in Pekanbaru. In the midst of the development of event organizers company in Pekanbaru, PT. CDN still entrusts the entire work of their entire events to C Plus Organizer and has been a regular customer for 10 years.This research aims to find out how the communication strategy of customer bonding activities carried out by C Plus Organizer to PT. Capella Dinamik Nusantara, including communication strategies to adding financial benefits, adding social benefits, and adding structural ties. The method used in this research is a qualitative method with a descriptive approach. The results show that in addition to financial benefits, C Plus Organizer provides discounts, provides event property loans for free, following the payment mechanism of PT. CDN, and design and produce event materials that can be used many times to save costs. In addition to social benefits, C Plus Organizer does not harbor problems and admits mistakes, they have a team that has good communication skills and in accordance with the demands of the digital era, actively asking questions, listening to complaints, actively updating reports, doing meetings and briefing activities with PT. CDN and the team, creating a good atmosphere of meeting, evaluating team work,, doing exploration and imagination according to the standard of implementation, carrying out activities that increase familiarity, and giving gifts on big days. To add structural benefits, C Plus Organizer creates a database of customer and company biodata, and a database of past job history events of PT. CDN to facilitate ordering. The point of the Customer Bonding Strategy lies in the ability to listen and understand customer needs and build effective communication on an ongoing basis so that consumers become loyal and satisfied with the company’s performance.