Earn Powerful Client Loyalty

Move beyond customer satisfaction and deliberately earn the preference that protects and grows important accounts. Participants learn how to measure the relationship, identify loyalty risks, create value, and make it harder for competitors to displace them.

PROGRAM OVERVIEW

Earning Powerful Client Loyalty helps participants understand that satisfied customers are not necessarily loyal customers. The program focuses on intentionally earning future preference through accessibility, responsiveness, competence, communication, value, understanding needs, and disciplined relationship management. Participants work with concepts such as the Client Loyalty Checklist, customer survey factors, complaint learning, making clients heroes, and the Strategic Impact Letter. They should expect a practical approach for measuring relationship strength and taking action to protect and grow valuable customer relationships.

SKILL & OUTCOME DEVELOPMENT

Strengthen account value and protection through disciplined follow-through

Use feedback to identify issues opportunities and loyalty risks

Assess the health of important customer relationships

Distinguish satisfaction from true customer loyalty and preference

TARGET AUDIENCE

Sales, Bus Dev Reps

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