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List of publications on a keyword: «consumer loyalty»

  • The role of confidential conversations in insurance and building relationships of mutual trust

    Proceeding
    Law, Economics and Management
    Author:
    Marina V. Ilindeeva
    Work direction:
    Социально-экономическое развитие общества
    Abstract:
    The article explores the role of a trust-building conversation between an insurer and a client in fostering mutual trust. The author demonstrates that a trust-building conversation is not just a soft skill, but a strategic tool for reducing information asymmetry, enhancing customer loyalty, and promoting business resilience. The article analyzes the issue of trust deficit through the lens of communication barriers, offers practical mechanisms for facilitating such conversations, and examines the potential for integrating them into the operational activities of insurers, taking into account the impact of digitalization and evolving consumer expectations.
    Keywords:
    empathy, communication, transparency, insurance, mutual trust, and consumer loyalty
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  • Research of Consumer Loyalty in the Cellular Market

    Book Chapter
    Law and economic development: current issues
    Author:
    Anna A. Belostotskaia
    Work direction:
    Глава 11
    Abstract:
    The chapter discusses conceptual approaches to the study of consumer loyalty in relation to the cellular market. The results of an empirical study of consumer loyalty in the cellular market are presented. The behavior of consumers based on the experience of using cellular communication services is analyzed, the factors influencing consumer loyalty by the method of semi-structured interview are identified.
    Keywords:
    consumer loyalty, consumer behavior, behavioral loyalty, perceived loyalty, satisfaction, qualitative research
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  • Ecosystem as a Tool of Consumer Loyalty in Russia

    Book Chapter
    Principles of the New Ecosystem Formation: Multicultural Space
    Authors:
    Nina V. Trubnikova, Kseniia A. Chursina
    Work direction:
    Глава 3
    Abstract:
    The chapter considers the main approaches to consumer loyalty in the realities of modern marketing. taking into account innovative methods and tools. Today, the mechanisms of loyalty formation are becoming more complex and motivation factors are shifting from economic to communication. An innovative approach is considered in detail, when the ecosystem is considered as a unique format for the complex solution of most tasks related to the formation of loyalty. The experience of the leading Russian ecosystems of Yandex and Sberbank in the formation of loyalty is analyzed, recommendations for the introduction of ecosystem models in client-oriented companies are formulated.
    Keywords:
    motivation, digital marketing, ecosystem, consumer loyalty, customer orientation
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