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"Inflection Points: Seizing The Moments In Customer Loyalty"

Inflection points key to driving brand loyalty

White Paper: AIMIA

In today’s recovering global economy, identifying and positively influencing these loyalty moments of truth- the inflection points, has become our singular challenge.

Every customer interaction can make or break the relationship with your brand - from the first encounter with your brand, through the first purchase, at each touch point one encounters in your loyalty program, and into each post-purchase service encounter.

In this whitepaper, recognize the most important inflection points along your customer journey from curious newcomers to brand loyalists.

It addresses key questions like:

  • What are the 10 most important loyalty moments of truth?

  • How to identify and act on these inflection points with relationship-saving tactics?

  • What are the guidelines for getting them right?

  • What are the ways with which you can help foster customer advocacy?

  • How to avoid dropping the ball with inflection points?

  • What are the best practices to receive the full benefit of increased loyalty through the redemption experience?

Inflection points key to driving brand loyalty
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What is

What is Customer Journey ?

The complete journey a customer takes while purchasing a product that might include a lot of factors like choosing the right product, taking delivery of the product, interaction with the seller and after sales service. Each of these factors could also be called as touch points. It is of utmost importance for any business to make sure that the customers are happy at every point in their journeys.

What is Customer service ?

Customer service is the support one offer his customer, before, during and after they purchase your product or service. This service depends on employees who can adjust themselves to the personality of their customer. More than answers, it’s about the promise, your brand gives to the customers. Priority given to customer service varies from organization to organization. A company that values good customer service might spend a lot on training their employees, in comparison to organizations

What is Customer Relationship Management ?

Customer Relationship Management is a set of practices, technologies, and strategies followed by companies to bring in a healthy customer interaction environment. For Customer Relationship Management, organizations use software systems to keep a record of customers’ contact information across different channels and track customer activity. These systems also consist of information related to customer care staff, sales leads, and even history of customers.

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