Customer And Employee Loyalty
Building Customer Loyalty –
How YOU Can Help Keep Customers
Returning!
Customer care, both internal and external, is the key to survival for organizations today. Not only must organizations acquire new employees and customers, but more importantly, they must keep the old ones. Research shows that it costs at least five times as much to attract a new customers as it does to retain an existing one, and the same is true for good employees. It becomes essential, then, for each individual in an organization, including those in the public sector, to understand what the service attributes are that create customer and employee loyalty.
After years of working in customer service, Barbara has come to believe that you cannot mandate customer service. It must come for the inside out. Using both internal and external customer loyalty research and dozens of no-cost, immediately implementable action ideas, Barbara will inspire employees and managers alike to CHOOSE to make a difference in all customer interactions.
You will learn amazing statistics about why customers leave or speak badly of your organization, models for evaluating every interaction, the four things all customers want, the difference between core service and customer service, and what her research has shown creates loyal customers.
When everyone begins to focus on what they CAN do and not on what is out of their control, they will find a new purpose in their work , and this new spirit of caring will make a difference in every interaction they have in their work and in their lives.
Click here to read what some clients have to say about these programs.
Outcomes
After attending this session, supervisors and managers will learn skills and ideas to:
- Understand what it means to create loyal customers, why an organization would want to strive for creating loyalty, and the organizational and personal rewards that come from choosing this role.
- Be challenged to look at their own role in creating customer loyalty, fully understanding the choices they have in every interaction.
- Become aware of their own experience as customers.
- Understand who their customers are, both internal and external, as well as the Customer-Supplier Chain.
- Learn several models as a frame to understand and apply this information to their own organization.
- Identify the four things all customers want.
- Differentiate between Core Service, Enhancers, and Customer Service and brainstorm a list of enhancers they can add to their customers' experiences.
- Understand that complaints can ADD to loyalty!
- Leave with a list of many loyalty builders.
- Develop a personal strategy to become a relationship builder as well as adding a personal signature to their jobs.
- Leave with an action plan to enhance customer loyalty in all their interactions.
- Products from Barbara that go hand in hand with this program are her books;
- Building Customer Loyalty -- How YOU Can Help Keep Customers Returning
- The Simple Truths of Service -- Inspired by Johnny the Bagger
Next Topic: Blending Work And Family
Barbara Networks on: