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Last updated on 2024年6月3日

How do you balance quality and loyalty when brands you like are in conflict?

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Navigating the crossroads of loyalty and quality can often be complex, especially when it comes to brands you hold in high regard. As a consumer or a business manager, you might find yourself in a situation where your favorite brands are at odds with each other. Whether it's due to contrasting business practices, product quality, or customer service, this can create a dilemma. The key is to strike a balance between your loyalty to a brand and the quality of the products or services you expect. This article explores how you can manage this balance effectively without compromising on your values or satisfaction.

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1 Assess Values

In any conflict between brands, start by reassessing your core values and what you seek in a brand relationship. Loyalty often stems from a brand consistently meeting your expectations and aligning with your values. When these are in conflict, it's crucial to evaluate which brand's offerings are more in tune with what's important to you. Consider the factors that initially drew you to these brands. Is it their commitment to sustainability, customer service excellence, or the sheer quality of their products? Reflecting on these aspects can guide you in making a decision that aligns with your personal or business values.

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Ignacio Vicu?a del Río

Director Focal Point / Retail Design
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A veces simplemente elevamos esta variable a temas muy sofisticados o que no estan el el corazon de la relación con los clientes. El servicio, atendiendo cada conflicto con detalle y dedicación. mas que eliminar todas las fricciones a veces tiene mejor resultado cuando se resuelve bien un caso. la relacion precio-calidad, que se ha mermado tanto con guerra de descuentos, cyber days, liquidaciones, etc. el cliente al final lo entrenamos para comprar a 0 margen y eso es perjudicial para el negocio. las valores mas bien creo estan en la cultura inetrna y como eso se traspasa a los clientes de forma orgánica y evidente.

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2 Quality Priority

Quality should be a non-negotiable aspect when choosing between brands, especially when it impacts your business operations or personal satisfaction. If a brand you are loyal to starts to fall short in this area, it's essential to communicate your concerns and see if they are addressed. However, if the decline in quality persists, it might be time to prioritize high-quality alternatives. This doesn't mean you have to abandon your preferred brand altogether; instead, you can balance loyalty with the need for quality by diversifying your choices or using different brands for different needs.

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3 Loyalty Benefits

Loyalty to a brand is not without its benefits. Often, long-term customers enjoy perks such as discounts, exclusive access, or personalized services. When faced with a conflict between quality and loyalty, weigh these benefits carefully. Sometimes the advantages of staying loyal to a brand can outweigh the benefits of switching, especially if the quality differences are marginal. However, if the quality gap is significant, it might be more beneficial in the long run to switch to a brand that better meets your standards.

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Ignacio Vicu?a del Río

Director Focal Point / Retail Design
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Los programas de Loyalty son una de las principales palancas de incremento en ventas, a veces pensamos que un cliente premiun compra mucho más de lo que las estadisticas indican. Por ejemplo, un cliente que compra para una marca quizas solo 3 veces al a?o ya es un cliente prime que amerita ser diferenciado del resto. Uno de los principales drivers de la sanidad de un negocio retail es la recompra y su frecuencia!

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4 Communication Key

Effective communication with the brands you support is vital. If you're experiencing a conflict between two brands you're loyal to, reach out and express your concerns. Brands value customer feedback, and your input might prompt them to improve their offerings or resolve any issues. This approach not only helps maintain your relationship with the brand but also can lead to better products and services. By voicing your expectations, you play an active role in shaping the brand's future direction.

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5 Strategic Switch

If you decide that a switch is necessary due to a substantial quality difference, plan it strategically. You don't have to make an abrupt change; instead, you can gradually transition to the new brand while phasing out the old one. This gives you time to test the quality of the new brand's offerings and ensure they meet your standards before fully committing. It also provides an opportunity for the previous brand to recognize the need for improvement and potentially win back your loyalty.

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6 Evaluate Regularly

Finally, regularly re-evaluating your brand choices is an essential part of maintaining the balance between quality and loyalty. Market conditions change, new products emerge, and brands evolve. What was once the best choice may no longer hold that position. By staying informed and flexible, you can ensure that you're always making decisions that serve your best interests both in terms of quality and the value you derive from being loyal to a brand.

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Ignacio Vicu?a del Río

Director Focal Point / Retail Design
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Trabajar con datos es imperativo, pero limpiar y hacer de esa data realmente una herramienta de trabajo potente es todo un proceso. Ejemplo: de que me sirve saber que mis flujos de ingreso a tienda física han aumentado sino tengo información sobre la particpación de ese flujo respecto del mall donde estoy inserto? de que me sirve conocer la merma en % de la venta sino tengo como por ejemplo estimar cuanto de esa merma es interna? Si tuve una campa?a exitosa en terminos de engagement, de que me sirve si no puedo darle continuidad a esa comunicación con aquellos clientes que reaccionaron correctamente? tengo trackeado cuanto realmente mis clientes prime estan usando los eventuales beneficios que implica esa categoria?

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ignacio Vicu?a del Río

Director Focal Point / Retail Design
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me gustan los programas de fidelizacion de lineas aereas, para mi el mejor "era" el de LATAM AIRLINES prepandemia, realmente sentias la diferencia de forma evidente cuando pasabas de una categoria a otra, y COMO DOLIA BAJAR DE CATEGORIA!!!!

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How do you balance quality and loyalty when brands you like are in conflict?

1

2

3

4

5

6

7

1 Assess Values

2 Quality Priority

3 Loyalty Benefits

4 Communication Key

5 Strategic Switch

6 Evaluate Regularly

7 Here’s what else to consider

Business Management

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How do you balance quality and loyalty when brands you like are in conflict?

1

2

3

4

5

6

7

1 Assess Values

2 Quality Priority

3 Loyalty Benefits

4 Communication Key

5 Strategic Switch

6 Evaluate Regularly

7 Here’s what else to consider

Business Management

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