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 Rs Framework 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 Arlen Lara