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Customer-Centered Design: A New Approach to Web Usability by Karen Hyatt, Kreta Chandler

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Building Customer Relationships

Consumer loyalty and retention begins with the value proposition you provide to your customers. To know if you're on track with your value proposition, you need to take the following steps. Here are four ways to generate unprecedented customer satisfaction:

  • Listen to your customers, and create a dialog with them.
  • Capture and analyze information about them.
  • Know customer retention methodologies, and practice them.
  • Develop and implement loyalty programs for your key customer segments.

Understanding your customers and linking your value proposition to their needs, develops stronger and longer lasting relationships. Ensuring that all customer information is incorporated into plans and programs will help develop loyalty. ...

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