Who said “loyalty is dead” and “price is the only determination” of whether a customer buys? Learn what is perceived as important by customers and how to increase satisfaction to build value and increase customer loyalty to make your customer your best sales force. The greatest value to a business is loyal customers, because it will build an endearing relationship and create true success.
Ideal Audience:
Top Executives
Business Owners
Managers
Service Providers
Highlights:
Learning how to define what customers really want
Differentiating customers to build value and increase margins
Ways to determine each customer’s unique needs
Identifying the best approach to define Critical Service Factors
Using the Outlaw Value Model to define strategy
Your focus on price, product, service, or needs determines positioning
The role of price in the customer’s decision
Ways to convert cost decisions to value decisions
The dangers of competing on price
Developing your “customer loyalty strategy”
Understanding how customers define performance in Critical Service Factors
How to build your value and get the customer to qualify it
Identifying the key “touch points” with customers
Understanding the customer’s perception of the current level of service
Developing an attitude of gradual, continuous, total improvement
Ways of creating and monitoring your benchmarks
Using Key Result Areas (KRA’s) to measure service improvement
Always delivering more than a customer expects – Lagniappe
Developing Customer Loyalty