Establishing Customer Trust Fit all the pieces to the puzzle Arlen Lara.
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Transcript of Establishing Customer Trust Fit all the pieces to the puzzle Arlen Lara.
Arlen Lara
Establishing Customer Trust
Fit all the pieces to the puzzle
Arlen Lara
Satisfaction v. Loyalty
• Customers seek different types of rewards• Relationship with company prospers on an
informal, more personal level• Customers will still switch – be prepared!
Arlen Lara
Customer Trust
• Ensure that customers feel their interests are placed first
• Make sure customer feels comfortable and at ease
Arlen Lara
The Three RsFramework
• Rapport• Reassure• Relate
Arlen Lara
Broad Framework
• Provide an interpersonal encounter at every level– Online - superior Web functionality– Phone– Vendor
Arlen Lara
Discover What’s Missing
• Prioritize the complaint process• Customer Service • Work as a team
Arlen Lara
Visualize the Goal