Building Loyal Customers
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, and creating unique points of connection for every customer should be the goal. The value of loyal customers includes: 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.
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 ten or more other people. The question then becomes not whether to improve your organization’s service standard, but how? Excellence in service pays off dramatically to the bottom line in every industry.
Through the introduction of our Customer Loyalty process, participants will assess their ability to understand and manage their emotions, recognize the emotions of others, and develop the ability to manage relationships with Customers and peers effectively. Participants will also assess Points of Connection in the customer interaction process and learn how to turn those Points of Connection 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 every time. Finally, they will learn to set goals specifically related to Customer Loyalty skills that will help Customer Service providers focus on developing the necessary behaviors or changing existing behaviors that will make their professional lives more effective.
Learn more – Fresnel Customer Loyalty