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Building Customer Loyalty Through Trust and Relationships
Ingrid and Marcos Marmol grew up eating whole, fresh food. Back in the Dominican Republic, it was often as simple as walking outside and plucking fruit off the trees. A popular option – acerola cherries.
Coincidentally, when Ingrid and Marcos started buying from Amway, they realized their favorite childhood fruit was also prominently featured in their favorite products. Seeing an acerola cherry on the package of their Nutrilite™ supplement, when it had been years since they last had one, took them back.
Now, as busy parents living in New York, getting produce right at the source is next to impossible. However, they continue to prioritize purchasing products with quality ingredients for their family. This is why the Marmols have been loyal Amway customers for years.
“[Amway Independent Business Owners (IBOs)] are really passionate about the products they sell,” says Marcos. “You can’t fake that.”
As a former IBO himself, Marcos knows that Amway IBOs have intimate knowledge of the products they sell, including where the products come from.
Amway guides “everything from the farm to the processing and I thought that was really impressive,” Marcos says. “When you have that much control over something you can really put out something that is quality.”
In fact, to ensure the highest quality standards Amway performs meticulous testing on its products and their packaging.
Currently Ingrid and Marcos purchase their Amway products from Ingrid’s cousin, Awilda, who is based near St. Petersburg, Florida. As an Amway IBO, Awilda receives first-hand knowledge on any new products and their benefits. The couple now looks to her to provide recommendations on products they should purchase for their family.
Between the guaranteed high-quality products and the personal connection with their IBO, the couple love purchasing products from Amway. They know that they are buying from someone they trust and not a nameless, faceless big box retailer. “At the end of the day, I am supporting my cousin, her family and their goals”, says Ingrid.
Ingrid can order directly from Awilda’s personal storefront on Amway.com and even has some of her favorites scheduled as recurring orders. As a mom of two, it’s one less thing she has to worry about. To make it even easier, Awilda is able to put in the order for Ingrid upon request. Even from states over, the Marmols are able to shop directly from Awilda’s business and get personalized attention – through a simple phone call or text.
Previously, the Marmols bought their Amway products from other IBOs right in their community of Bay Shore, New York. Ingrid sometimes goes to the homes of friends who are IBOs and tries the latest products. “It’s like taste testing at the grocery store”, she said.
When asked about what makes them loyal customers, the answer comes down to trust. Ingrid and Marcos trust that Amway’s products are high quality and that the IBOs in their lives will provide them with knowledge and personalized recommendations on the products they purchase.