But why is customer loyalty such a big priority today? The pandemic and access to digital content, as well as the incorporation and participation in the purchasing decision of a new generational profile kuwait phone number owner that is more digitalized and autonomous, have meant that the possibilities and willingness to change suppliers have skyrocketed in the B2B and Industrial world.
Greater exposure (of the client) to information and greater access of the competition to the client increases the risk of "losing" our historically loyal clients.
At the same time, the search for new value propositions beyond price and product, such as specialization by sector, digital tools, services, brands, etc., has skyrocketed. What is important in a supplier has changed substantially.
Let us not forget that a loyal customer in B2B or Industrial provides multiple values. To the traditional ones of “providing volume” to economies of scale and generating cash flow, we could add the value of increasing their purchases, the diffusion of our brand, co-creation, market knowledge, etc.