Do You Want More Customers?
You Must Abandon Customer Satisfaction and Develop Loyal Customers
Why Customer Satisfaction is Worthless?
Because with the click of the mouse, a few strokes of the key board, your SATISFIED customer just left you to become your competitor's satisfied customer.
Why Customer Loyalty Everthing?
Because...
- Highest customer loyalty companies grows at twice the rates of their competition (Reichheld, 2006)
- Satisfying Customers without creating an emotional connection with them has no real value. (Gallup Organization 2003 )
- Raising customer retention rates just by 5% could increase the value of an average customer by 25% to 100%
- 5% Improvement in Customer retention translates into a doubling of margins
- Loyal customers always return & become a dependable lifetime sales stream
- Loyal customers brag about your service/product creating Word of Mouth (WOM) advertising ? the most effective advertising
- You can sell your products for more dollars
- Loyal customers are more forgiving when a mistake is made
Sign up to receive a FREE Loyal Customer Assessment
This assessment is a downloadable PDF file and can be taken at your convenience. The goal is to have you look at some key areas, attitudes and behaviors that may affect your ability to develop loyal customers.
How Not to Create Loyal Customers
- In your customer service training, do not teach your people what to say
- In your customer service interactions, do not reach the emotions of your customers
- In your customer service training, do not teach your employees the necessary behaviors that will enable them to connect with your customers
How to Create Loyal Customers
- Connecting to the Customers at all levels leads to
- Developing relationships with Customers at all levels leads to
- Ceating Loyal Customers the end business result
EMOTIONAL CONNECTIONS DEVELOP RELATIONSHIPS
Customer Behavior Can Be Predicted by Emotions (Rosenberg 1998)
Why Emotions?
Ultimately, if service providers have no awareness of or concern for the emotional state of their customers, it will be very difficult to manage the customer experience. (Barlow & Maul 2000)
The impact of emotions is the best predictor of Customer Loyalty in the Customer interaction process. Yi-Ting Yu & A. Dean 2001)
- Would you rather deal with a business you like or dislike?
- How many purchasing decisions are based on emotion and not need?
- Would you rather deal with a business highly recommended by a friend or the yellow pages?
The Strategic Competitive Advantage Is Customer Loyalty.
To help small business owners to independent contractors, we are offering you the opportunity to create a one page straegic customer loyalty action plan that will complement your strategic action plan. If you do not have a strategic plan, we can still work with you to create this one page action plan.
For your investment of $17.00 you will receive:
- One Page Strategic Customer Loyalty Growth Action Plan - $17.00 value
- Written guidelines on how to construct this one page document - $27.00 value
$17.00
ARE YOU STILL UNDECIDED TO PICK UP THE PHONE OR DROP AN EMAIL?
If you still haven't made a decision, then possibly you are asking these questions:
- Why Leanne? Answer: Because she has a proven track record. She has written over 600 articles. She has worked with multi billion dollar organizations to executive professionals to delivery quality customer service. She has secured mesureable and sustainable results for her clients.
- What's in it for Me? Answer: Because you want to improve customer service and achieve those business results that you want.
- Why Corporate Training or Executive Coaching or Business Coaching? Answer: Because you have tried other customer service training solutions and they have not given your the improved customer service results that you want. Or other solutions do not work with your schedule, interfere with your schedule and reduce your productivity or free time.
- Why This Time? Answer: Because you are more than likley not where you want to be specific to customer service satisfaction to customer retention.
- Why This Investment? Answer: Because you have already spent far more by not taking action. The quick fix doesn't work. There is no magic pill at no cost to help you get what you want. If you are serious, then you understand you are making an investment in yourself. If you can invest $1.00 and get another $1.00 or even $2.00 more in actual dollars to increased value within your personal life, then is cost the real issue?
I look forward to having you as a new client. If you wish to connect with me, contact information is below. Leanne Hoagland-Smith
P.S.If you want to see one way to develop loyal customers, through the actions of one young man with Down's Syndrome who gives the customers more than they expect, click below. Word of Warning: Once you view this short 3 minute movie, you will never forget it.
219.759.5601
or
P.S. IF YOU ARE WILLING TO TAKE THE RISK, UNHEARD OF RESULTS ARE POSSIBLE.