Organizational Development

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 willling 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 mange 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 become a low priority. When people are not treated according to their expectations, 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 organization’s service standard, but how. Excellence in Customer service pays off dramatically to the bottom line in every industry.

Critical Issues Covered Within the 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 the 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 Measureable:

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

Contact us for more information about how this process can work for you.

Global Organization Consulting

As the Executive V.P. of Human Resources located in Paris, I had the functional leadership challenge of evolving an existing HR organization into an international team capable of meeting the professional challenges of a changing French global manufacturing business.

Based on the initial geographical challenges we faced, I engaged Norm Gauthier to provide organizational consulting support in the U.S. I knew he was someone I could work with and trust, especially in working remotely with me from Europe. His experience, allowed him to quickly assess what we had, the major challenges we faced, and helped identify step by step what needed to be done. He also helped define the needs in terms of skills and competencies required in building an effective international HR presence.

He used his business consulting experience and knowledge of HR practice to carefully focus on individual and collective development 'gaps' creating conditions that allowed team members to take risks, experience new roles and ...in the end take on more of a leadership position. During this change management process, he took on individual and team coaching assignments in support of several organizational initiatives. He also developed several international train-the-trainer development modules, linking each to the staged development and roll-out of critical management tools.

Results of the work… we now have a worldwide HR organization that uses the same processes and tools despite their location in the world, which is rare for a Global company. Our HR members are recognized by Business Unit management as professionals they involve early in the change process to provide advice and counsel. And, with the focus on developing leadership and accountability at the operational HR management level, the team now exercises a different level of problem solving and collaboration that requires less leadership time and involvement in decision making.

An outstanding work quality that is very effective…Norman respects the fine line between the 'decision maker' and the team - thus creating a challenging environment for the boss and a safe environment for the team to take on initiatives and risk - learning conditions that we needed.

J. Dekker,
Executive V.P., Human Resources Sperian Protection

Executive Coaching & Consulting - Boston, MA

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