STRATEGI CUSTOMER RELATIONSKORAN MEDIA INDONESIA DALAM MEMPERTAHANKAN LOYALITAS PELANGGAN

Abstract

The aim of research is to find the CustomerRelations Srategy at Media Indonesia Newspaper InMaintaining Customer Loyalty. The research problem is How Media Indonesia Newspaper Customer Relations Strategy In Maintaining Customer Loyal.Researchers use systemtheory of James Grunig and Hunt. Subject of this research are Mrs. Fransasti Indah Palupi as Head of Customer Service department at Media Indonesia Newspaper (key informan), Mr. Roy F Sorongan as Administration Customer at Media Indonesia Newspaper (informan 1), Mrs. Christiani Pratama as Staff Customer Service at Media Indonesia Newspaper (informan 2), Mr. Rochim Firmansyah as Customer Media Indonesia Newspaper (informan 3).The object of this research is Customer Relations StrategyAt Media Indonesia NewspaperInMaintaining Customer Loyalty. Data collection was obtained through participant observation, in-depth interview and library study in Media Indonesia Newspaper and documentation about the research object.The results of this research obtained that customer relations officer give open and honest information to customers, conduct a two-way communication that serves as a communication link with internal stakeholders (circulation department, finance departmentand customer relations officer) and external stakeholders (agents and customers).Customer relations providing information to customer relations with the problem thatcustomers can understand about the problem as well as provide solutions from every customer complaints and give special one personal treatment to loyal customer. Media Indoneisa Newspaper also adapt to the changing trends of today's people who prefer reading digital versions of newspapers, therefore Indonesian media to create a digital version of the newspaper to give needs of information to the public and Media Indonesia Newspaper is approaching young people to strengthen the digital version for the newspaper.