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Customer Loyalty

Developing loyal Customers – not just satisfying your Customers’ needs – is the critical difference in creating sustainable organizational success.  Customer Loyalty should be the outcome of every Customer interaction.  Creating unique points of connection for every Customer should be the goal.  Customer Loyalty is a powerful competitive advantage.  The value of loyal Customers is:  they always return, they brag about your organization providing word of mouth advertising, they are willing to pay more for your product or service, and when there is a mistake loyal Customers are more forgiving.

Assessment

Through the introduction of this Customer Loyalty process, participants will assess their ability to understand and manage their emotions, recognize the emotions of others, and develop the ability to manage relationships with Customers and peers effectively.  Participants will also assess the Connection Points in the Customer interaction process and learn how to turn those Connection Points into positive outcomes for their Customers.  They will also assess their communication styles, attitudes, goal setting techniques, and develop a plan of action that will increase their skill level to connect emotionally to Customers.

Issues Covered in this Process:

• What do Customers Really Want
• The Value of Customer Loyalty versus Customer Satisfaction
• The Role of Empathy and Effective Listening
• Identifying Critical “Connection Points” in Customer Interaction
• Developing Trust with the Customer
• Managing Emotions in the Customer Experience
• Effectively Managing Stress and Impulses
• Developing Goals for Positive Behavior Change
• Creating that Powerful “Connection” with the Customer

The Results are Measurable

• Customer Loyalty
• New Customer Growth
• Loyal Satisfied Customers
• Decreased Customer Complaints
• Increased Sales
• Satisfied Employees
• Improved Profitability
• Customer Referrals
• Loyal and Focused Staff