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Building Customer Trust and Loyalty

Customers are the reason why businesses exist. Without customers, there will be no business. That is why the adage that ‘customer is a king’ cannot be disputed. Building customer trust and loyalty is not only based on strong brand but the company’s promotional programmes and their customers’ treatment.
Both selling and influencing suffer from the similar misconception that success requires a company to aggressively or cleverly push a product or idea. This misunderstanding leads to inappropriate behaviours. For example, people can become evasive, aggressive, or overly talkative and agreeable.
Selling and influencing depends on getting behaviour right, by moderating openness and assertiveness with warmth and competence. Combined with a great product or brand, this goes a long way to building customer loyalty.
Knowledge of customers’ needs and appealing to customers’ emotions is a key factor in building trust and bond with customers. This trust is used to develop stronger bonds and greater profits in a virtuous circle. This requires delivering customers with a consistent experience each time they deal with your business.
Be clear about the value proposition; that is what you are offering your customers. Provide incentives for new customers to return and reorder for more products from your company. Reward loyalty for established customers. You see telecomm companies doing promotional offers from time to time to reward both new and old subscribers. This is a strategy that keeps their customer glued to their services thereby creating brand loyalty.
Be competitive – what seems like a good deal to you may not match your competitors. This is also more noticeable in the communication sector as they try to outsmart each other in both service delivery and promotional strategies.
Make the customer’s experience an easy and enjoyable as possible. People pay for convenience more than the satisfaction, for they experience the convenience first before the satisfaction, which is derived from convenience.
Reassure customers with a reliable service and product offer. Continuously improve the process, based on customer’s feedback. Have a consistent customer care unit that should have a listening ear to the needs, wants and worries of the customers. Deliver reliability by working with partners and investing in resources. With this, you will your customers as long as your business exist!

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