Customer Loyalty is Created via Total Value Chain

Customer Loyalty
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Vijeshh
India
Customer loyalty is not only related to the service offered. It starts with the process of manufacturing the product to distribution to after services to delivery on time. The value added on each and every stage when recognised by the customer that brings him again to the store. (...) Read more? Sign up for free

  Thabo Motsoasele
 

Customer Loyalty Starts at Shop Floor

Customer loyalty is driven by what we say, do and the reaction time to their needs not their problems. Loyalty should begin in our shop floor staff since they are the real touch point of the customer, from then on customer loyalty can be grown. At the end of the day what matters to the customer is the way the service offered rather than the value of the product purchased.

  Sergio Leite
Analyst, Brazil
 

Satisfaction Post-purchase

I agree to Thabo Motsoasele, although there are products that do not require support services or do not depend on how friendly they were sold. Internally we all search for a reason able to justify our new purchase just to reduce our natural repentance related to ambiguous feeling that can vary from the possibility that it will not satisfy ourselves due to quality or even a need in that moment that could be postponed, for instance, till the absolute satisfaction supplied by the purchase. The reducing of cognitive dissonance is an important matter to those who seek to retain the consumer loyalty. And the additional services offered during purchases certainly help to minimize this effect, since they provide a sense of confidence.
Indeed one way to reduce cognitive dissonance is to gather information. Information plays an important role to influence purchase decisions and in a more advanced way to teaching to making decisions. Even in post-purchase cases.

 

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