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More About Barbara
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.
Perfect products from Barbara that go hand in hand
with this program are her books;
Building Customer
Loyalty -- How YOU Can Help Keep Customers Returning, and The Simple Truths of Service -- Inspired by Johnny the Bagger.
Next Topic: Blending Work
And Family
 
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