Establishing Customer Trust

Fit all the pieces to the puzzle

Customers seek different types of rewards Relationship with company prospers on an

informal, more personal level Customers will still switch – be prepared!

Satisfaction v. Loyalty

Ensure that customers feel their interests are

placed first Make sure customer feels comfortable and at

ease

Customer Trust

Rapport Reassure Relate

The Three R’s Framework

Provide an interpersonal encounter at every

level Online - superior Web functionality Phone Vendor

Broad Framework

Prioritize the complaint process Customer Service Work as a team Visualize the Goal

Discover What’s Missing