Building Customer Loyalty

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Annual Goals Review/Organizational Planning Process
Building 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. It 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, loyal Customers are more forgiving.

Critical Issues covered with this process:

  • What do Customers really want?
  • The value of loyalty versus 'customer satisfaction'
  • The Role of Empathy and Effective Listening
  • Identifying critical 'connection points' in the interaction
  • Developing trust
  • Managing emotions in the customer experience
  • Effectively managing stress and impulses
  • Developing goals for positive behavior change