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All Journal Kinesik Telematika : Jurnal Informatika dan Teknologi Informasi Kanal : Jurnal Ilmu Komunikasi Nomosleca ETNOSIA : Jurnal Etnografi Indonesia JURNAL SIMBOLIKA: Research and Learning in Communication Study Jurnal ASPIKOM MetaCommunication; Journal Of Communication Studies Jurnal Representamen NUSANTARA : Jurnal Ilmu Pengetahuan Sosial PRoMEDIA EQIEN - JURNAL EKONOMI DAN BISNIS JIKE : Jurnal Ilmu Komunikasi Efek Satwika : Kajian Ilmu Budaya dan Perubahan Sosial Jurnal Komunikasi Universitas Garut: Hasil Pemikiran dan Penelitian Jurnal Gema Ngabdi LINIMASA: JURNAL ILMU KOMUNIKASI Warta Ikatan Sarjana Komunikasi Indonesia The Journal of Society and Media Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) Metafora: Education, Social Sciences and Humanities Journal RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Abdimasku : Jurnal Pengabdian Masyarakat Jurnal Ilmu Komunikasi Jurnal Ilmu Komunikasi Nusantara Science and Technology Proceedings Global and Policy Journal of International Relations Jurnal Dakwah dan Komunikasi Jurnal Ilmiah Wahana Pendidikan Da'watuna: Journal of Communication and Islamic Broadcasting JURNAL ILMIAH GLOBAL EDUCATION KARYA: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengbdian Teknik Mesin Jurnal Pengabdian Kepada Masyarakat Jurnal Signal Hulondalo Jurnal Ilmu Pemerintahan dan Ilmu komunikasi (JIPIK) Jurnal Pengabdian Masyarakat Dharma Andalas Innovative: Journal Of Social Science Research Khidmatuna: Jurnal Pengabdian Masyarakat JOSAR (Journal of Students Academic Research) Kegiatan Positif : Jurnal Hasil Karya Pengabdian Masyarakat Faedah: Jurnal Hasil Kegiatan Pengabdian Masyarakat Indonesia Jurnal Spektrum Komunikasi Da'watuna: Journal of Communication and Islamic Broadcasting J-CEKI
Heidy Arviani
Universitas Pembangunan Nasional Veteran Jawa Timur
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Journal : PRoMEDIA

 1 
Strategi Komunikasi Customer Relationship Management Warkop Cak Ri Dalam Mempertahankan Loyalitas Pelanggan Yuliansya, Tedy Dwi; Arviani, Heidy
PRoMEDIA Vol 9, No 1 (2023): PROMEDIA
Publisher : UNIVERSITAS 17 AGUSTUS 1945 JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52447/promedia.v9i1.6886

Abstract

AbstractIn an era of fierce competition in the coffee shop business, business sustainability depends heavily on loyal customer support. Companies need a strategy to increase customer loyalty. The aim of this study is to analyze and describe how Warkop Cak Ri implements a customer relationship management communication strategy to increase customer loyalty. The research method used is descriptive research with qualitative analysis. This approach is chosen because researchers need information from informants as research data. Data is obtained through observations, interviews, and documentation carried out by researchers. The collected data is analyzed through data reduction, data presentation, and data verification or conclusion drawing. Warkop Cak Ri implements a communication strategy that instills customer loyalty through four stages, namely fact-finding, planning, action and communication, and evaluation. In addition, Warkop Cak Ri also implements a customer relationship management strategy by providing financial benefits to customers, such as discounts, coupons, and free gifts. In terms of social benefit, Warkop Cak Ri makes academic training programs, blessed Friday programs, and campaigns, as well as actively greeting customers and remembering customer service preferences. As well as structural ties, Warkop Cak Ri provides the latest information through social media, provides exclusive services, and provides individual awards through events held.Keywords: Strategy of Communication, Customer Relationship Management, Loyalty of Customers, Financial Benefit, Social Benefit, Structural Ties  AbstraksiDalam era persaingan ketat pada bisnis warung kopi, keberlanjutan bisnis sangat bergantung pada dukungan pelanggan yang loyal. Perusahaan perlu memiliki strategi untuk meningkatkan loyalitas pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis dan mendeskripsikan bagaimana Warkop Cak Ri menerapkan strategi komunikasi customer relationship management dalam mempertahankan loyalitas pelanggan. Metode penelitian yang digunakan adalah penelitian deskriptif dengan analisis kualitatif. Pendekatan ini dipilih karena peneliti membutuhkan informasi dari informan sebagai data penelitian. Data diperoleh melalui observasi, wawancara, dan dokumentasi yang dilakukan oleh peneliti. Data yang terkumpul dianalisis dengan reduksi data, penyajian data, dan memverifikasi data atau penarikan kesimpulan. Warkop Cak Ri menerapkan strategi komunikasi dalam mempertahankan loyalitas pelanggan melalui empat tahapan, yaitu fact finding, planning, action and communication, dan evaluation. Selain itu, Warkop Cak Ri juga menerapkan strategi customer relationship management dengan memberikan financial benefit kepada pelanggan seperti diskon, kupon, dan freegift. Dalam hal social benefit, Warkop Cak Ri membuat program pelatihan akademi, program jumat berkah, dan campaign, serta aktif menyapa pelanggan dan mengingat preferensi layanan pelanggan. Serta pada structural ties, Warkop Cak Ri menyediakan informasi terbaru melalui media sosial, memberikan layanan eksklusif, dan memberikan penghargaan individual melalui event yang diadakan.Kata Kunci: Strategi Komunikasi, Customer Relationship Management, Loyalitas Pelanggan, Financial Benefit, Social Benefit, Structural Ties
Co-Authors Ade Kusuma Adella Putri Macharani Adinda Larasati Darmawan Aditya Ilham Priambodo Afif Wilanda Anaqhi Agustiawati, Putri Aulia Ahmad, Namira Yunita Alamiyah, Syifa Syarifah Alya Syahputri Amelia, Estherina Amirah Shinta Permatasari Anaziah Safitri Andisa Rizky Febrianti Annisa Dwi Safitri Anugrah Gultom, Daniel Aprilia Setya Kurniawati Ardhelia Damayanti Wirawan Augustin Mustika Chairil Azzahra Siregar, Thallah Baptista Varani, Chiara Berliana, Sandra Cindhi Eka Suciani Clareta, Dyva Daffan Firzatullah, Raka Damayanti, Nita Lutfiana Dewi, Sandra Berliana Dewi, Sandra Berliana Dian Afifuddin Dian Hutami Rahmawati Dian Hutami Rahmawati Diana Aqidatun Nisa Dimas Putra Dirmagina Dina Safira Putri Dinda Febri Putri Thaher Dita Atasa DR. CATUR MSI SURATNOAJI Dyva Claretta Endah Murniaseh Erika Yulyawati Fadhilah Amalia, Ghina Fahrudin, Tresna Maulana Fara Amilia Jayanti Fidela Rizky Ramadhani Ghassani Shabrina Prasetyo Hadiati, Novianisa Asmar Haidar Ferdian Ilyasa Ignatia Regita Wijaya Illah, Atok Ilmi Fadlilah Indriastuti, Yudiana Indy Nadhea Safitri Kayyisa, Binta Krisna Rendi Awalludin Kusnarto Kusnarto Kusnarto Kusnarto Kusuma, Ade Latif Ahmad Fauzan Linar Aprillia Vinka Tasya Lisanthoni, Angela Lutfiana, Nita Madania, Nuril Marisa Oktaviana Masnuna, Masnuna Mia Puspitasari Muhaimin, Amri Muhammad Usamah Robbani Mustikasari, Ratih Pandu Mutiara Kalyaveda Ni Made Nadia Resmarani Ninda Talita Utami Nisrina Delinda Nobertus Ribut Santoso Novianisa Asmar Nur Hanif Nuril Madania Olivia Nibtia Rahmadillah Prasojo Putri Ambarwati Putri Aulia Aguswati Putri, Cindy Prastia Rahma Wulandari Rahmad Alfian Haryono RAMADHAN, MUHAMMAD FARHAN Ratih Pandu Mustikasari Ratih Pandu Mustikasari Rena Rigin Putri Ridhotul Khafshoh Islami Rima Karmelia Fernanda Ririn Puspita Tutiasri Rizky Ramadhani, Fidela Rohmatul Afrida Nor Laili Roziana Febrianita Sabilla Mega Yustika Saifuddin Zuhri Santara, Marsha Vella Santara, Marsha Vella Santara, Marsha Vella Sari, Allan Ruhui Fatmah Satria Ikhtara Rizki Savira Izzaanti Septiana Dina Mahiro Sherly Yoland Artamevia Saputra Sofia Ayu Lestari Subardja, Natasya Candraditya Suciani, Cindhi Eka Suksmawati, Herlina Sulistiyawati Sulistiyawati Sumardjijati Sumardjijati Sumardjijati Syafrida Febriyanti Syahputri, Febriana Indah Teguh Yulianto, Teguh Thallah Azzahra Siregar Uswatul Husna Vembika Fathan Kusuma Via Rahma Aulinda Wibisono, Adi Yudha, Dhian Satria Yuli Candrasari Yuli Candrasari Yuliansya, Tedy Dwi Zainal Abidin Achmad Zamzami, Moch