Having a base of satisfied customers is no longer enough in this economy. Developing a following of loyal customers is now the critical difference in creating sustainable organizational success. Customer loyalty needs to be the outcome of every customer interaction.
This process covers:
•The Value of Customer Loyalty versus Customer Satisfaction •The Role of Empathy and Effective Listening •Identifying Critical “Connection Points” in the Customer Interaction. •Developing Trust with the Customer. •Managing Emotions in the Customer Experience. •Creating the Powerful Connection with the Customer.
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"The final test of a leader is that they leave behind them in others the conviction and the will to carry on."
- Walter Lippmann