Customer Satisfaction and Relationship with Brands Assessment Answer

Introduction

Today’s high paced business environment means that businesses build strong relationships with customers to guarantee customer retention and loyalty. Similarly, organizations need to learn that customer relationships with their brands are not any different with human relationships. For some, organizations need to genuinely care about their customers while other customers maybe one-time customers and as such, the organization may not need to weight much on them (Thompson, 2012). To marketers, knowing the difference between the two types of customers is primary to understanding how to deal with each category of customers. This essay is focused on the importance of ensuring customer satisfaction and it ends by analyzing the ways through which customers build relationships with brands.

The Importance of Customer Satisfaction

Brand Awareness

When a customer is satisfied with their purchase/s, it builds trust and brand awareness begins. If customers believe that their purchases from a given company satisfies or serves their needs, then they become loyal to the brand (Thompson, 2012). That way, the brand gains by building a reliable customer base which boosts its turnover as a result. Similarly, the satisfied customers helps businesses to expand their referral links by acting as ambassadors of the brand in the public. Therefore, companies have to labor and create these relationships by offering products/services that meet their customers’ needs and further ensure that their services are reliable and of the highest standard at all times.

Authenticity

How customers react on a given brand whether positive or negative depends on the experience or satisfaction they drive as a result of using that company’s services. When customers are treated with dignity and respect whether there is an error or in the course of customer service, they are most likely to feel fulfilled (Thompson, 2012). In the end, brands establish communal relationships with the brand because the customers are assured of the caring nature of the brand whether it is an error made.

How Customers build Relationships with Brands

Through Organizational Social Media Connections/Handles

According to a study carried out by Sproutsocial (2021), investing in building customer relationships with brands helps to establish customer relationships and it directly impacts organizational revenue. But on the side of customers, it is one modern way through which we come to easily relate with brands. Social media channels like Facebook, Twitter, Instagram and LinkedIn are increasingly becoming quick spaces for customers to connect with their brands and as well as review them based on the customer experience. In due course, when clients are connected to a given brand, they will most certainly spend with the brand than buy from a new company.

Conclusion

The relationship between customers and brands is an important consideration that bears significant benefits for either party. Consumers establish relationships with organizations and consider them as partners in need while brands become more of humans to customers thereby gaining value and meaning. 

References

Sproutsocial. (2021, September 7). #BrandsGetReal: What consumers want from brands in a divided society? Sprout Social. https://sproutsocial.com/insights/data/social-media-connection/

Thompson, J. (2012, July 10). Consumers and brands maintain humanlike relationships - businessnewsdaily.com. Business News Daily. https://www.businessnewsdaily.com/2821-consumers-relationships-brands.html

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