Chapter 3_Chad_Laske - Chapter three begins to define the...

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Chapter three begins to define the IDIC process and how trust is integral to building strong customer relationships. The IDIC process is identifying the customer, differentiate them, interacting with them, and customizing their experience. Companies must learn how to identify their customers and learn as much details about them as possible and what makes them unique. Differentiating customers help businesses understand what kind of value each customer brings. Interacting with your customers tell them you are listening and understand their needs. Customizing some customer aspects validates the customer needs and proves the company cares about them. The chapter develops many aspects of how trust is built between customers and the companies they do business with. A trustful relationship is where both parties feel comfortable continuing to interact with each other. This has to happen during the purchase, during product use and during any follow up interactions you might have. As the author stated on page
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