Customer Loyalty that Lasts a Lifetime
Building Loyalty That Lasts a Lifetime
By Bruce Clapp
November 6, 2006 10:14AM
All the strategies in the world won’t have impact unless employees understand how to integrate them into their daily activities. Communication with customers, a focus on relevant offers and the ability to problem solve are attributes every employee should possess in order to facilitate the creation of brand loyalty.
For many banks, the issue of retention only shows up on the radar when customers begin to walk out the door. However, focusing on retention after an exodus has begun is typically too late.
Banks need to start work on retention long before customers enter the branch for their first interaction. Retention strategy should be woven into every aspect of the bank’s philosophy: How you attract customers, interact with them and keep them coming back all.