Customer loyalty is a two-way street

By Dani Sheehan. 

In every relationship, the voice of the customer is a driving force. Hear a manufacturer’s perspective on how critical it is to build loyal customers and provide what they need. 

Contractors are always looking for the best materials and products to use on their next project. But having great products is only half the battle. It is also critical to build relationships in commercial projects – with building owners, with manufacturers and with other players in the building envelope. In a recent episode of CoatingsCast, Heidi J. Ellsworth sits down with Kyle Infante and Anthony Martin from APOC to talk about customer loyalty and what it means to build relationships between contractors and manufacturers.  

APOC has a robust customer loyalty program that helps contractors and roofing companies be successful. Anthony says it naturally fits into their company’s mission. He explains, “I feel that APOC is known for having extremely high-quality products when it comes to roofing membranes, roof coatings and asphalt cements. I feel that our mission is to be the best service provider, the best material provider and to be the problem solvers for any fluid applied restoration systems.” 

Being known as the problem solvers in the industry requires a level of trust and loyalty among their customers. When asked what customer loyalty means and how APOC fosters it, Kyle shares, “Customer loyalty is really a two-way street. I've learned over the years, it's not just a customer being loyal to our product, it's us being loyal to them at the same time. And it could go many different routes, but simply enough is just being there for them. If they call us, we answer the phone. And when we do that, they see loyalty right there.” 

Anthony adds, “I always know the people that I'm closest with and have those best relationships and have those loyalties with on the first call. On the first call for projects, on the first call if there's an issue, on the first call if there's a question regarding a roofing system that it proposed to them that they're unfamiliar with.” 

Read the transcript, Listen to the podcast or Watch the webinar to learn more about APOC’s customer loyalty program and the big picture on how businesses can work with manufacturers for success.