The customer loyalty as a tool for customer relationship

Abstract

The increased competition among companies in the retail sector makes it difficult to attract and retain customers. Thus, companies in this industry are forced to seek ways to excel, winning new customers and keeping mainly those who already have. Addressed in this study, one of the many tools found his client to win, make it true to your brand and your product is the loyalty program. To this end, we analyzed the relationship of a company with your customer and what tools are used to promote and strengthen this relationship. They also sought to verify the employee's commitment in relation to dedicated customer service, keeping in mind that if employees are not trained and committed to the objectives of the company, any type of program you use probably will not have positive results. The survey was given to staff from the investigation of their degree of knowledge and commitment on the services offered to the customer, and whether there are investment - either through training, motivation, work equipment satisfactory - on employees by the company under study order to make the employee-customer relationship is acceptable, resulting in satisfaction of both parties and therefore a good relationship program.