establishing customer trust fit all the pieces to the puzzle arlen lara
TRANSCRIPT
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