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How to Turn Complaints Into Brand-Loyal Customers

by Robert Grede  |  
November 21, 2006

The ultimate goal of any marketing campaign is to create brand loyalty. You want customers to remain loyal to you no matter what price your competitors offer them, no matter what product substitutes they offer, no matter what services they offer.

Brand Loyalty

Create Brand Loyalty by eliminating two steps in the Buying Process:

  1. Problem recognition
  2. Information search
  3. Evaluation of alternatives
  4. Purchase
  5. Post-purchase satisfaction

Brand loyalty is the elimination of two steps in the Buying Process.

Once the prospect perceives a problem, a need is created. Without bothering to seek information about resolving that need, without evaluating alternative methods of resolving that need, the prospect simply buys from you.

Brand loyalty begins with the purchase. Until that first purchase, the customer simply had a need and perceived that you (or your product) could fill that need. With his purchase begins the opportunity for you to create brand loyalty.

That step is called post-purchase satisfaction.

When you buy a lawnmower, you have made a substantial investment that you hope will solve your problem: your grass needs cutting. You hope that lawnmower will cut the grass, and you hope it will do it evenly and cleanly. You hope the lawnmower will not require a great deal of maintenance or repair; but if it does, you hope the dealer will do it quickly and inexpensively. In short, you have certain expectations about the lawnmower and its performance.

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Robert Grede is author of The 5 Kick-Ass Strategies Every Business Needs, a teacher, speaker, and consultant. Reach him via

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  • by Mankai Juliah Nthotso Tue May 12, 2009 via web

    this is not a comment as such, is a question. what strategies do i have to use to regain the trust of my customers' if things went wrong in the operation of my business?

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