Building Customer Relationships & Loyalty

OVERVIEW:

Research shows that customer orientation and the quality and quantity of "customer contact" are among the most powerful determining factors in creating competitive advantage. The reason for this is clear: customer feedback is the ultimate reality check! This program offers you the strategies & tactics you need to improve your understanding of your customers' needs & expectations, enhance your customer responsiveness, build stronger relationships with your customers, and maximize customer loyalty and retention. This program is all about working together with your customers on as many levels as possible--there is no better way to build solid working relationships with your customers and set a solid foundation for long-term customer retention. This program is crucial for individual managers, teams, or entire organisations, and combines individual and organisational development; theory and practice; and education, facilitation, and consultation.

WHO SHOULD ATTEND:

This program is crucial for businesses competing on service and value rather than price, and for government and not-for-profit organisations that have service as a core value. This program is available as a:

• 1-day workshop for non-Sales, Marketing, or Customer Service teams
  
• 2-day work session for Sales, Marketing, or Customer Service teams
  
• 3-day education / consulting program for your organisation's organisational development team and/or senior managers concerned with customer relations

PROGRAM CONTENT (emphasis varies with target audience):

• The Big Picture: customer service strategy
  
• The Bottom Line: the economics of customer service:
  
  • The linkage between employees, customers, and profits
    
  • The linkage between service, value, loyalty, and profits
    
• Building a "customer value equation":
  
  • Quantifying the value you offer to customers
    
  • Doing more of what customer value and doing less of what they don't
    
  • Leveraging the value you create for customers
    
• Review of 14 methods of collecting customer feedback: know your options!
  
• Choosing the appropriate feedback collection strategy and methods
  
• Using customer feedback to improve your business AND build customer relationships:
  
  • Getting feedback to those in your organisation who can and must act on it
    
  • Accountability: ensuring feedback is acted on
    
  • Sharing knowledge of customer needs and expectations throughout your organisation
    
• Building customer relations by maximizing customer knowledge and customer contact on your team and throughout your organisation:
  
  • Level One: database of entry level, do-it-yourself tactics and strategies
    
  • Level Two: core customer contact strategies
    
  • Level Three: advanced action items for building long-term learning relationships with your customers
    
• Building strong working relationships with all key stakeholders

PROGRAM BENEFITS:

• Improve customer loyalty & retention by building learning relationships with your customers
  
• Improve the customer orientation & responsiveness of your team and organisation
  
• Improve your speed, flexibility, and innovation with respect to providing service & value to your customers
  
• Increase sales and margins by building stronger relationships with your customers
  
• Reduce the cost of serving customers by enhancing your understanding of unique customer needs & processes, and by focusing on what your customers value most
  
• Increase customer referrals

UNIQUE FEATURES:

• Lessons from this program can be applied to building strong working relationships with all stakeholder groups: internal customers, shareholders, suppliers, etc.
  
• Program combines education, facilitation, and consultation
  
• Comprehensive: we take you through all major tactics and strategies and help you identify and focus on the ones most valuable to your vision and strategy
  
• This program is crucial for individual teams (all departments, all levels) and for your entire organisation
  
• Database of customer retention tactics and strategies: dozens of ideas that will help your organisation outperform its competitors for years to come

PRICING:

• One-day program for non-Sales, Customer Service, or Marketing teams: $3,200
  
• Two-day program for Sales, Customer Service, or Marketing teams: $6,200
  
• Three-day consulting program for your OD &/or Executive team: $9,200
  
• 20% discount for Government Organisations (Federal, Provincial, Municipal), Educational Institutions, Charities, and Non-profit Organisations
  
• 100% value guarantee

MORE INFORMATION:

• +61 (0)2 8704 4699, info@ilead.com.au
  
  
  

  Why is customer contact more than twice as powerful as directives from the CEO?

  • No place to hide
    
  • Third party: seems more objective
    
  • Authoritative: from the horse's mouth
    
  • Tangible: customers are what it's all about
    
  • Provides evidence regarding all of your activities-customer feedback is the ultimate reality check!

What customer contact can do for your team and your organisation:

• Enhance understanding of customers' needs & expectations on your team and throughout your organisation
  
• Enhance understanding of your business as a whole
  
• Enhance customer focus & customer orientation on your team and throughout your organisation
  
• Ensure customer concerns are considered in all major organisational / operational decisions
  
• Enhance your ability to spot potential customer problems proactively
  
• Enhance response time to customer problems
  
• Improve organisational capacity for implementing major change
  
• Customer knowledge and customer relationships are a huge source of power, both internally and vis-à-vis your customers