Like any relationship, your relationship with your customer is all about building trust and in loyalty trust plays a huge factor.
According to the Oxford Dictionary, trust is the “Firm belief in the reliability, truth, or ability of someone or something”– that something is your brand!
Trust needs to be built in order to harness a loyal relationship with your customer in your programme. You need to do your research in order to fully understand your customer and use this information to build a relationship with them.
In order to gather data invite them to be part of a community, make sure you speak to them in a personalised way and if you have their data – use it! If you don’t you’ll lose trust and this is very hard to get back!
The key to any loyalty activity is exceeding expectations in building trust and by rewarding personally and relevantly your relationship with your customers will go from strength to strength!
So, do your customers trust you?