Generate loyalty

Strengthen relationships on the customer’s terms – with dialogue
Once you have your customer’s permission to communicate and the ability to do it with respect, the road to loyalty is clear. But to walk this road demands attention and contact with every single customer.

People are situation-driven, so take advantage of the situation
Although we are all individuals, we also all respond the same way in certain situations. In other words, as a principle we all have the same feelings/needs/expectations in given situations. The woman who enters the church in a beautiful white dress on the big day will feel the same butterflies in her stomach as other brides, and we all think it’s incredibly annoying when the train gets canceled – no matter who we are. This is why we’re so successful at using these universal situations to make action-based communication.

A good first impression is the best start to a long relationship
A new relationship is full of happiness, expectations and high interest. That’s why you should take this chance to hear what your customers actually expect from you – and then give it to them. If you want to retain the relationship, you need to use your knowledge to nurse the customer and confirm his or her purchase in applicable situations.

A customer on his way out is screaming for your attention
It takes courage to enter into a dialogue with customers who are heading for the door. But we know that it actually pays to address dissatisfaction and then work to improve the situation, so the customer at best continues as a customer and at worst feels taken seriously – to perhaps one day come back.

Bonnier’s welcoming dialogue heightens the joy of anticipation
New subscribers to Bonnier’s magazines have good reason to look forward to the postman’s visit. But while subscribers wait, they can see what they’re in for with an online welcoming initiative that, for example, asks about their interests and experiences within the magazine’s universe and gives links to the topics of highest interest on the magazine’s website. Read case