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