As the security industry continues to evolve and come up with innovative technologies, it has also thrown open the doors for competition among manufacturers of security systems and products. Price wars are emerging in the physical security market, while manufacturers and integrators are looking for new ways to offer greater value and better service. It’s one thing to fight it out for a new customer, but nobody wants to lose an existing customer based on price, or any other factor for that matter. In an industry increasingly being driven by the low cost of products, how can manufacturers and security integrators ensure their existing customers don’t defect to a new player, a new product claim or a lower price? We asked this week’s Expert Panel Roundtable: What is the best way to ensure customer loyalty (for manufacturers or integrators)?
In the end it is not just enough to adapt to the changing security industry trends, but listen to customers more closely and offer appropriate solutions to their problems. Become an honest, trusted partner. Offer quality products and services. Understand customer needs. Help them succeed. Keep in touch. Our Expert Panel’s advice on how to earn customer loyalty echoes what most security companies already know, and what many successful companies already put into practice. Still, our panelists’ helpful reminders couldn’t be timelier as competition heats up in the physical security market. Earning customer loyalty happens day by day, in small steps. It must be part of a company’s culture. Putting principles to work requires top-down leadership and buy-in from every employee. The agenda is clear; the challenge is getting it done.
Article published courtesy of SourceSecurity.com, a division of Notting Hill Media Limited.
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