How can you acquire customers that will eventually become loyal advocates of your business? In this episode of Trust Cast, I discuss customer acquisition and retention with Brittany Pettit of Pacific BAM. Enjoy!

About Pacific BAM

• Pacific Branding and Marketing (BAM) is a family branded apparel, swag, and merchandise provider. 
• They will work with anyone and make sure to provide value to their customers. 

How does Swag affect Trust in business

• It’s all about pride. 
• Swag creates conversation and buzz around your brand. 
• Swag and merchandise can really help boost employee morale. 
• When new employees arrive at the company, it’s important to welcome them into the company culture. 
• If you take care of your employees, they’ll take care of your customers. 
• Purchasing swag is a relatively small investment, but it can make a big difference. 
• Invest in your employees!

What are the best ways to acquire customers in a trust building way?

• Listen! Listen to your customers and genuinely be interested. 
• Care about people. 
• Don’t take it personally if a sale falls through or if your first conversation doesn’t go well. Continue to invest in the relationship. 
• Most people have good intentions. Assume the best of people. 
• Invest in relationships. Touch base with people. 
• Post on social media. 
• Schedule check ins with people. 
• Don’t oversell yourself or only have the relationship to try to make money. 
• Be honest with people. 
• Underpromise and overdeliver. 
• Communication is important! 

How can you retain customers and keep them loyal to your brand?

• The first order is your chance to really shine. 
• Follow through to the end of the project. 
• Follow up after a project is over and learn from what you did. 
• Plan for the future. 
• Keep track of dates and details and be on top of things. 
• Be creative and find ways to connect with them. 
• Don’t be afraid to pick up the phone and talk with your clients. 

How to build relationships without face-to-face interaction (During COVID-19)

• Be creative! 
• Zoom is an incredible tool. 
• COVID has been an opportunity to branch out of Utah. 
• Pick up your phone and record a quick video to send it to a client. 
• While the pandemic has hurt many businesses, there are new unique opportunities to reach out in new ways. 

Follow Brittany:

• Pacific BAM
• Instagram - Pacific BAM
• Instagram - Brittany

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• JMH Media: Building Brand Loyalty and Trust
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