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.

I work for an Electrical Contracting business where I took part in the Customer Loyalty Training led by Norm Gauthier. I have been working in the customer service industry for over 20 years and felt I didn’t need this training. However, I ended up not only attending, but looking forward to every class.

Heather,
Twin City Electric & Alarms

Executive Coaching & Consulting - Boston, MA

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