Today was all about James Kane, a social scientist who spoke about brand loyalty. It was the best presentation I have heard all week. He was able to connect with all of us a deep level because of the way he introduced himself.
I took three pages of notes but here are just a few big lesson learned.
- Loyalty is a behavior, not a mood. We are to create behaviors that people can follow that lead them to pleasant outcomes, therefore building trust.
- The key for brand loyalty is making the life of your client easier, safer. This comes from a sense of trust, belonging, and purpose.
- Clients judge the process by which services are done, not the outcome at first. If they know what is going on through the process they will be more trusting.
- Go the extra mile and solve the problem before it arises. This requires dedication and foresight that can bring great success and loyalty.
Be sure to anticipate what people truly need.
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