Developing loyal customers – not just satisfying your customer’s needs – is the critical difference in creating sustainable organizational success. Creating unique points of connection for every customer should be the goal. The value of loyal customers is that 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 if there is a mistake loyal customers are more forgiving.
Research tells us that the only way to create Customer Loyalty is through an emotional connection. Through the introduction of Springboard’s Customer Loyalty Process, participants will assess the ability to understand and manage their emotions, recognize the emotions of others and develop the ability to manage relationships with customers and peers effectively. They will also assess their communication styles, attitudes, goal setting techniques, and develop a plan of action to begin to emotionally connect with their customers.
As a result of Springboard International’s thoughtful Customer Loyalty Process, you can expect measurable results including:
- Customer loyalty and new customer growth
- Increased sales
- Satisfied employees
- Improved profitability
- Customer referrals
- Loyal and focused staff
There are a number of critical issues within this process:
- What do customers really want?
- The value of Customer Loyalty versus customer satisfaction
- The role of empathy and effective listening
- Identifying the critical “connection points” in customer interaction
- Developing trust with the customer
- Developing goals for positive behavior change
Customer service providers need to know how to understand and manage emotions – both their own and those of the customers – and begin the discussion on how to measure customer loyalty within your organization.