Consumer behaviour – how businesses develop customer loyalty

• effective customer service

  •Before the purchase e.g. answering questions on the phone or by e-mail

  •During the purchase e.g. on a car test drive, the sales person can answer questions on fuel economy, reliability and features of the car

  •After the purchase e.g. repairs, warranties, guarantees and service plans
• •Loyalty cards can work in a number of ways:

  They can improve customer retention

  They can also collect important data on buyer behaviour and purchase decision
• •Each week consumers can carry out their shopping and pay into a saver card – ready for Christmas