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Customer Loyalty Development

Your organization does not just need customers. It needs loyal customers -- customers who cannot be lured to even your most attractive competitors.

You may think you have little or no control over that, but you do. Customer Service must be treated as a product, and that product must be marketed to customers as vigorously as if it were a direct revenue producer. Without this, you may make the initial sale, but you'll lose out on the repeat -- thereby forcing your sales professionals to only generate new customers, preventing your CS professionals from building relationships, and preventing your organization from growing in its market share and offerings.

Customers react to negative service by taking their loyalty elsewhere. What's more, they usually relate bad experiences to as many as ten other people -- something that becomes increasingly easy to do as technology continues to develop.

Great customer service provides what the customer wants and consistently over-delivers on that promise. The rewards of exceeding customer expectations are plentiful.

The question is not whether to improve your organization's service standard, but how to improve it. Our Customer Loyalty Development process pays for itself in bottom line results by dramatically influencing customer behavior through a dynamic, results-oriented process.

We begin with the foundational belief that loyal customers have greater impact on profitability than new customers -- that customer churn has disastrous costs associated with it.

As your employees go through this proven customer loyalty process, they will develop competencies in the following areas:

  • What Customers Really Want
  • What Customer Service Really Means
  • Their Role in the Organization's Success
  • Understanding Human Behavior
  • The Power of Goal Setting
  • The Art of Satisfying Customers
  • Being a Team Player
  • Cultivating Customer Loyalty
  • Effective Communications
  • The Art of Listening
  • Handling Complaints and Mastering Difficult Situations
  • Developing a Positive Organizational Image
  • Estimating Your Quality of Service
  • Becoming an Excellent Service Provider

To learn more, call Strategic Alignment Group at 330.465.0927 or email us here .