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"Business, more than any other occupation, is a continual dealing with the future; it is a continual calculation, an instinctive exercise in foresight."
~ Henry R. Luce
"A sense of humor is part of the art of leadership, of getting along with people, of getting things done."
~ Dwight D. Eisenhower, 34th president of US 1953-1961
"Bite off more than you can chew, then chew it. Plan more than you can do, then do it."
~ Anonymous
"Success in business requires training and discipline and hard work. But if you're not frightened by these things, the opportunities are just as great today as they ever were."
~ David Rockefeller |
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...transforming talent into performance
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Greetings!
You should never strive to be all things to all people but excellent customer service can never be over- rated. I am proud to say that many of our clients have been with us for more than 10 years. We never take our clients for granted and I believe that we go above and beyond to meet their needs. Customer loyalty (like employee trust) has to be earned and nurtured.
I hope that you enjoy these articles on customer loyalty. Please drop me a line and tell me how we are meeting your needs or not and how we can better serve you.
Just a couple of reminders... we offer customer satisfaction surveys, employee engagement surveys and 360 degree feedback surveys, and in fact I will be facilitating a one day workshop on How to Implement Stress-free 360 degree Feedback Surveys on September 8th in Toronto on behalf of HRPA (Human Resource Professionals Association). Click here for more information and to register. It's a great way to get back into a 'work' mindset following a lovely, lazy summer. Reminder to all OD, HR Professionals and self-employed coaches, consultants and trainers - register for our webinar August 31st 1:00-2:00pm EST and learn about the Confident CoachTM Certification Program - Training Managers How to Coach. Click here to register!
Enjoy this issue of talent talk.
Cheers,
Rebecca |
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Are Your Customers Merely Satisfied Or Are They Loyal? 
There is a distinction between customer satisfaction and customer loyalty. In effect, a customer is "loyal" when they have the tendency to choose one business or product over another for a particular need time, and time again. Further, for any industry, loyalty is action-based, not wholly reliant on the satisfaction level or opinion of the consumer.
A customer can express high satisfaction levels within, let's say, a survey, but satisfaction is not equal to loyalty. In reality, customers can be extremely satisfied and still not be loyal. As an example, a person can rave about a product in a survey and will give the product the highest rating but this doesn't necessarily mean that the customer is loyal. In effect, if the customer is merely satisfied, when the same product comes onto the market from a competitor for a cheaper price, the customer will invariably try out the cheaper product. On the other hand, if the customer is completely loyal, the customer will not go to the competitor even if it costs a little more for the product.
Click here to read the entire article... |
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Important Tips To Build And Retain Customer Loyalty
Being successful in business relies almost completely on obtaining and retaining a steady customer base. Successful companies usually have 80% of their business dealings through approximately 20% of their customers.
In all actuality, too many businesses are neglecting this pursuit of customer loyalty in order to obtain new customers. Any effort to obtain customer loyalty is worth it in the long-run and will pay off substantially down the road.
The best ways to build customer loyalty include:
Click here to read more... |
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Exceptional Leaders...
Are Open To New Ideas
Exceptional Leaders know that their reaction to new ideas will either encourage or discourage innovation and creativity.
Some leaders respond to new ideas in ways that turn off others. They become negative when new ideas are presented. "It won't work." "We tried that before." Or they instantly come up with other ideas that shut down the presenter. Worse yet, they may take credit for new ideas when they initially responded negatively.
Exceptional Leaders respond to new ideas in ways that support others' innovation and creativity. A good example is the President of HEB Grocery who did not think that the Central Market concept would work, but allowed them to go ahead and open a pilot store.
Click here to read the entire article... |
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