Build Customer Relationships and Loyalty

This report discusses the importance of customer loyalty for organizations and provides tips on how to build customer relationships and loyalty. It covers topics such as personalized service, tailored recommendations, loyalty programs, and complaint handling practices. The report also emphasizes the need for compliance with consumer protection and privacy legislation.

BUILD
CUSTOMER
RELATIONSHIPS
AND
LOYALTY

Contents
INTRODUCTION....................................................................................................................................................................... 3
MAIN BODY.............................................................................................................................................................................. 3
1. Have staff offer personalised and professional service to you? identify and explain improvements you would
recommended to promote repeat business...............................................................................................................................3
2. Does Staff recognize and acknowledge the facts that they repeat to customers...............................................................4
3. Is Staff able to provide tailored recommendation for products and services based on their need recommendation and
explain improvements?............................................................................................................................................................4
4. Do you consider yourself to be a brand advocate? Why/ Why not?.................................................................................5
6. Have the benefits of the loyalty program been clearly explained to you?........................................................................5
7. Does the loyalty program makes you are more likely to shop with the retailer in the future?..........................................5
8. Does the retailer provide products and services that keep up with the latest trends?.......................................................6
9. Consider a time they have made a complaint. Explain whether the staff members..........................................................6
10. Explain any improvements they would suggests to their complaints handling practices.............................................6
11. Did the retailer comply with consumer protection and privacy legislation?.................................................................6
CONCLUSION........................................................................................................................................................................... 7
REFERENCES............................................................................................................................................................................ 8

INTRODUCTION
In market for any organization the customer loyalty is most important thing which management have concern to
build with their customer in market. In market it is important for customers that they have good customer support
so that management able earn profits in organization. In any organization success the most important thing is
customer support in market towards their organization (Abou-Shouk and Soliman, 2021). Customer loyalty helps
organization to accomplish their objectives and able to sustain long-term period in market. In this report it includes
that how staff offered personalised and professional service to and identify and explain improvements you would
recommend to promote repeat business and do staff recognize and acknowledge the fact that they repeat for
customer and staff able to provide tailored recommendation for products and services based on their needs and it
also include consider them as a brand advocate and explain why and why not? It also includes organization offer a
loyalty program and provide details if they agree and explain all loyalty benefits. It also includes loyalty program
which insist them to shop in future with their retailers in future and there retailers provide products and service with
latest trends. It also include the time when they made a complaint and explain that complaint in brief and explain
any improvement that would require in complaint handling practices. It also includes the retailer comply with
consumer protection and privacy legislation.
MAIN BODY
1. Have staff offer personalised and professional service to you? identify and explain improvements you
would recommended to promote repeat business
Yes, staff offer me personalise and professional services and this will identify by many ways.
Understand Audience:
If they want offer personalize service to their customer in organization effectively then it is very important
that they first understand audience mind set and they have to know their target audience (Balci, Caliskan
and Yuen, 2019). This is also involving many process that management have to follow to offer personalised
and professional service to customers.
Be Fully Omni channel:
The management have to make key components in which management have to know their past interaction
history with across all communication channels and it help management to know their customer behaviour
so that they provide better service to them and they satisfy their customer so that customer also feel good.
Call them by their name:
The management have to take name of customer in starting as professional and after that if management
take their name with respects then it make their customer feel royal and management can make easily bond
with customer and it will help customer to make best moment with their organization (Ghali, 2021).

Provide choice (but don’t overdo it):
The management always have to give option to their customers in organization so that they also feel
comfortable and choose best out of them which suitable for themselves. Now everyone wants different
option every time so for that purpose management have to provide number varieties to customer so that they
choose best suitable for them by their own.
Respect Privacy:
The management always give privacy to customer so that they feel comfortable and secure if management
always disturb them then it will not feel comfortable and customer lack of privacy then they don’t prefer
their organization next time in future (Hwang, Baloglu and Tanford, 2019). It is important to give privacy to
their customer so that they enjoy their personal time then only it is possible to create a good image of
customer mind.
2. Does Staff recognize and acknowledge the facts that they repeat to customers
 The staffs recognize and acknowledge and repeat customer only when they follow and used this
while treating to customers.
 Make your customer feel priority by treating in very well manner and offer all services.
 Make your customer positive and their experience so that they have to feel comfortable and then
only they definitely come again to use services(Karunaratna and Kumara, 2018) .
 In organization management have to keep products new whenever they offering products to
customers so that customer not feel bored and they have excitement to have this products and they
also get always new type of variety every time.
 The management always solve customer problems so that they also feel happy and if customer
problem is not solved then they don’t feel good in organization then they will not come gain in their
organization.
3. Is Staff able to provide tailored recommendation for products and services based on their need
recommendation and explain improvements?
For any organization management have to provide tailored recommendation for products and service based
according to their needs and management can improve that in organization to improve that services and
products.
 Management need to trust on clients to trust their recommendation then only it is possible for
organization that customer will also trust on their organization.
 Management need to show their customer to most best sellers in market then only it is possible that
customers always come to their organization in market every time(Kumar, 2020).
 In market what is becoming more trending management have to keep examine all that factors and
then offer a products to customer then it will attract customers attention.

 Management have responsibility that they have to show and display current discounts rates and sales
in organization so that management can make trust with customer easily in market.
4. Do you consider yourself to be a brand advocate? Why/ Why not?
Yes, it is very important for organization that their brand image is most important factor in market, so
management have to make their organization name more visible in market. Then customer easily recognizes
their brand name in market easily. This will make to build strong brand awareness and this help
management of organization to capture huge customers in market and they reduce their cost and generate
more revenue from markets. If any organization don’t have brand image in market then it will not able to
make their organization name aware in markets. This will create a problem for organization that they will
not able to generate revenue from market.
5. Does the organization offer a loyalty program? If yes provide details.
Yes, Organization offer a loyalty program to their customer and this will help management of organization
to maintain their customers in market.
 Management have to adopt multi-channel customers service system in their organization so that they
communicate with customers so that they capture huge customer in market towards their
organization.
 In organization the management have to provide exceptional service which customer doesn’t have
expectation with organization then customer feel very happy and this will help management to make
their customer loyalty for their organization.
 Management have to keep focus on customer taste and preferences not on market competition
because if they focus on customer then it becomes easy to beat their competitors in market.
6. Have the benefits of the loyalty program been clearly explained to you?
Yes, if organization has loyalty programme then it helps management to attract customers in organization.
 If management reward current customers then this will make their customer feel more good because
customer feel that they save money if they get rewards and this help management to make their
brand image more popular in market.
 In market organization can offer products and services to customer by reducing their cost so that
attract new customers in market and they able to generate more profits in market (Tegambwage and
Kasoga, 2022).
 If organization has slow seasons brand in market then loyalty programme help management to
increase their brand name boost their sales in market.
7. Does the loyalty program makes you are more likely to shop with the retailer in the future?
Yes, if organization offer loyalty programme then it increase more chances in market they customer prefer
their organization to purchase anything.
 Management not need to compete their competitors with their price in market and this will increase
their customer support from market and by this management can increase their sales in market.

 In organization management have responsibility that they have to retain their existing customer so
that they would recommend any new customer in market and this is very important for organization
because it will help organization to make their brand awareness in market.
 In market management of organization have to make their customer feel that they are most valuable
for their organization so that they will easily create a bond with customers in market.
8. Does the retailer provide products and services that keep up with the latest trends?
Yes, they provide latest products and service according to latest trends and this will satisfy customer needs
and it important for organization that they have to provide latest products so they can sustain their
organization long-term in market. If organization don’t give latest products and services according to latest
trends then it will not able sustain long-term in market.
9. Consider a time they have made a complaint. Explain whether the staff members
a. Clarified the reason for the complaint
 The products which is ordered is not same they get different products.
b. Attempted to pacify you in a calm and professional manner
 They have to stop their anger by treating their customer in this way that their anger will ease out
(Yadav and Rahman, 2018).
c. Worked with you to identify solutions/ offer compensation
 The management will offer compensation for this and they delivered that product which is order by
customers.
d. Followed-up with you
 Management have to follow up with their customer so that they feel good and they use again their
organization when they have to purchase anything.
10. Explain any improvements they would suggests to their complaints handling practices
The organization of management has to solve every problem which arises by customer to their organization
so that they get alternate solution of their problems. Management have to fix that problem then it will not
happen again in future and customer has also feel good experience and they feel comfortable in organization
(Wongsansukcharoen, 2022).
11. Did the retailer comply with consumer protection and privacy legislation?
Yes, management have to keep their customers details in privacy so that they will able to maintain their
customer trust in market. If management will not able to maintain customer details in privacy and it will
misuse then it will create a problem for customer and they have to suffer from many problems and they will
not able maintain customer trust in market.

CONCLUSION
From this above report it has been concluded it is based on that how loyalty of customer is important for
organization that they have staff offered personalised and professional service and explain some improvements
which help to promote repeat business. It also include staff recognise and acknowledge the fact that repeat customer
and it also includes that staff able to provide tailored recommendation for products and services based on needs and
recommended explain improvements. It also include that consider you to be brand advocate why and why not. This
report also conclude that does the organization offer a loyalty program and discuss in details and it also conclude
that the benefits of the loyalty program been clearly explained. This report also conclude that loyalty program make
you more likely to shop with the retailer in future and it also conclude that the retailers provide products and
services that keep up with latest trends. This report also concludes that consider a time you made complaint and
explain that complaint in brief and it also conclude that explain any improvements you would suggest to their
complaint handling practices. This report also concludes that retailer comply with consumer protection and privacy
legislation.

REFERENCES
Books & JOURNALS:
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perceptions of fairness and brand attachment. International Journal of Hospitality Management, 76, pp.19-
28.
Karunaratna, A.C. and Kumara, P.A.P., 2018. Determinants of customer loyalty: A literature review. Journal of
customer behaviour, 17(1-2), pp.49-73.
Kumar, V., 2020. Building customer-brand relationships through customer brand engagement. Journal of
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Tegambwage, A.G. and Kasoga, P.S., 2022. Antecedents of customer loyalty in Islamic banking: evidence from
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Thakur, R., 2019. The moderating role of customer engagement experiences in customer satisfaction–loyalty
relationship. European Journal of Marketing.
Wongsansukcharoen, J., 2022. Effect of community relationship management, relationship marketing orientation,
customer engagement, and brand trust on brand loyalty: The case of a commercial bank in
Thailand. Journal of Retailing and Consumer Services, 64, p.102826.
Yadav, M. and Rahman, Z., 2018. The influence of social media marketing activities on customer loyalty: A study
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