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.

• Top Executives
• Business Owners
• Managers
• Service Providers
  

To develop an awareness that each customer is different and may judge not just how they are served, but also what they feel is valuable. Before we know how to increase the level of satisfaction, we must first know what is valuable. It will show that the small difference required to take a customer from “satisfied” to “very satisfied” or “completely satisfied” is a small, but wise investment. To realize that only when we deliver what customers values will they be willing to pay and stay customers. To help the attendees realize customers’ willingness to pay and remain customers depends on how much value they feel they are getting; not how much the company feels they are delivering.

This program not only shows that it is a wise investment to ensure customers are "very satisfied", but it also demonstrates how to create that level of satisfaction by delivering specifically what customers want; not what you or others think they want. This program takes customer service and selling value beyond its traditional approach to a strategic approach that ensures results in a competitive marketplace, regardless of the company’s product or industry. This program shows ways to determine what is valued, the satisfaction levels from the delivery of that value, and how to create real, lasting, or residual value to make your customer “Competitor” proof.

• 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
  

This program uses entertaining stories, “real world” examples, case studies, audience involvement, PowerPoint computer graphics, and a participant workbook. Exercises and Action Plan development for longer programs ensure the program has even greater “take home” and application value. Group exercises for longer programs in companies develop cross-functional understanding, cooperation and teamwork.

Executives, Managers, and key people of any industry or group that want to increase customer loyalty and build value rather than compete on price to increase sales.

Any organization that wants to raise awareness of the importance of developing customer loyalty and to learn innovative, practical ways to build value.