WORKPLACE CULTURE: BEYOND LOYALTY
You don't need big data to tell you how to treat people. Maya Angelou may have said it best:
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
While data-driven analysis is a vital component to developing compelling customer loyalty initiatives, it's what you do to develop the capabilities and behaviors of your customer-facing employees that make the biggest impact.
BEYOND LOYALTY is a comprehensive, human-centric program that can be delivered by our experts directly to your workforce, or through certification of your existing L&D team. Centered in the principles of New York Times best-selling book, BEYOND LOYALTY, this program delivers:
Measurable ROI and Impact on Customer Retention
Increase in Authentic NPS and Customer Feedback Scores
Reduction of Unforced Errors that Cause Customer Churn
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NEED TO "FEEL"
The cognitive switch that flips in a customer's mind when they move from patron to loyalist isn't a result of product or service quality alone. It is the result of a feeling. To move beyond loyalty, customers need to feel connected to, and a part of your brand's values.
EMPLOYEES WANT TO "FEEL"
It's not just customers that need to feel connected, your employees want to as well. By connecting your employees to your organization's values, and building a roadmap that aligns their behaviors to those values, your customers and your employees become the central mechanism to moving beyond loyalty.
LOST CUSTOMERS COST TOO MUCH
After the cost of acquisition and maintenance, the investment made to attract and retain a customer is immense. Credits, rebates, and discounts devalue your offering in an attempt to retain a customer. The solution is properly equipping your employees with the tools and behaviors to create lasting loyalty.
AUTOMATION CAN'T SOLVE EVERYTHING
Automation in customer touchpoints can be a cost-effective way to efficiently meet the minimum needs of your customers. But at what cost? In a world of more automation, customers more frequently view their relationships with businesses as transactional, and therefore subject to change at any time.