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 a 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.
Beyond Customer Service: Research tells us that the only way to create Customer loyalty is through an emotional connection. Unfortunately, in many organizations the customer has to become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experiences to 10 or more other people. The question then becomes not whether to improve your organizations service standard, but how. Excellence in customer service pays off dramatically to the bottom line in every industry.
