“The purpose of business is to create and keep a customer.” – Peter Drucker
Loyal customers are valuable assets of any companies. Loyal customers not only use your products or services on a regular basis, but they are also brand ambassadors who are willing to promote your products or services to others. Moreover, as they are engaged with your organization, they can give you feedback for the improvement of your products and services.
So how to build customer loyalty?
First, win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is based on the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are a lot more likely to be promoters too.
Employees must feel like valued members of a winning team pursuing an important mission. It takes a leader to inspire and lead them to accomplish this.
Leading Customer Loyalty is a one-day work session for participants to learn the principles and practices needed to win the hearts of employees and customers.
Managers leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity through six essential practices:
1. Making a human connection
2. Listening to learn
3. Discovering the real job to be done
4. Following up to strengthen the relationship
5. Sharing information openly to help everyone win
6. Surprising with unexpected extras