Customer Loyalty
Research shows that if your business can increase retention of your customers/clients by 5% your margins will increase by up to 25%. The value of Loyal Clients 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 Clients are more forgiving.
In additional, overall clients’ acquisition costs go down, dropping more money to your bottom line. Client loyalty is a powerful competitive advantage.
Most Buying Decisions Are Not Based On Need, but Emotion
Research shows that your clients remain loyal because of emotional points of connection. Through the Client Loyalty Process, participants will increase their ability to understand and manage their emotions, recognize the emotions of others, and develop the skills for managing relationships with clients and peers effectively. By applying emotional intelligence, participants will also focus on the Connection Points in the Client Interaction Process and learn how to turn those Connection Points into positive outcomes for their Clients. Communication styles, attitudes, goal setting techniques, and a plan of action will be developed to increase their ability to connect to Clients with emotion.
Effectively Managing Stress and Impulses
In real life work environments, a continual barrage of emotional interactions can regularly occur. For this very reason, it is important that each employee understands and has the necessary tools to effectively reduce and manage stress. Whether servicing internal or external clients, employees need to know how to understand and manage emotions – their own as well as their Client’s. Developing effective methods of listening, handling complaints and mastering difficult situations will allow your employees to make a positive impact during that very important “moment of truth”.
The Results are Measurable
Frederick Reichheld, customer loyalty guru, believes there is one ultimate question you should ask all customers – how likely is it that you would recommend this organization and/or product or services to a friend or colleague. Below are measurable outcomes of client and employee loyalty that go hand in hand.
- Client Loyalty Rating on the Ultimate Question
- New Client Growth
- Client Retention
- Decreased Client Complaints
- Increased Sales
- Employee Retention
- Improved Profitability
- Client Referrals
- Loyal and Focused Staff
Goal Accomplishment For Success
Not only is it important to set goals, it is necessary to develop a detailed plan to achieve each goal. Setting goals related to developing Client Loyalty Skills will help Customer service providers focus on developing the necessary behaviors or changing existing behaviors that will make their professional lives more effective. Goal setting like Client Loyalty is a state of mind. When setting goals they should be specific, measurable, attainable, realistically high and contain target dates for accomplishment.
As with all of our results-oriented processes, facilitation is customized to meet the specific customer service issues within your organization. Individuals will assess their personal communication styles, attitudes, human relation skills and goal setting techniques. From this, they will develop a plan of action that will aid in their individual success and overall improvement in client loyalty for your organization.
Ready to apply emotional intelligence to your organization? Review the complete Client Service Mastery Process for details on the 6-week program. Then, give us a call. We are happy to answer any questions to drive you toward improved results.
| - What Does Customer Service Really Mean? – Why Client Loyalty? Isn’t Customer Satisfaction Good Enough? – Client Loyalty: A Strategic Advantage – What Does a Customer Really Want? – The Competitive Advantages of Client Loyalty – Creating an Emotional Tie Through Points of Connection – Understanding Yourself and Others – Measuring Client Loyalty – What People Say About Stress – Stress Management- Model 1: Activation – Believe – Consequence – Model 2: Stimulus – Choice |
- Response – Reducing or Eliminating Stress – Impulse Control – The Benefits of Goal Setting – Criteria for Personal Goal Setting – Rewards and Consequences – Roadblocks to Success – A Solution for Every Obstacle – Action Steps and Dates – Persistence is Key – Connecting Starts With You – Handling Customer Complaints – Your Customers are Your Business |
To schedule a complimentary mutual evaluation or for further information, contact us at info@drivingimprovedresults.com or call (212) 923-5820.
