Seminar Announcement – Measuring Customer Loyalty

December 23, 2010

Key Measurements for Building a Loyal Customer Base

January 11, 2011

How Do You Measure Customer Loyalty?

This two-hour workshop focuses on:

How does your organization measure Customer Loyalty?
Why is it important to know your Loyalty Factor Score?
What is your Loyalty Factor Score?
Why is it important to know your Employee Loyalty Score?
What is your Employee Loyalty Score?

Session 3 – The Power of Customer Loyalty – Points of Connection

Register for sessions 2 and 3 for $89!!! 

Date: Tuesday, January 11
Time: 8:00am – 11:00am
Cost: $50 in advance
Location: Heritage Church
44625 Schoenherr
Sterling Heights, MI 48313

Space is Limited. RSVP Today!
Contact Bill Griffith:
Billgriff9@att.net
(586) 431-9311

Send Checks to:
WJG Business Concepts
40352 Aynesley
Clinton Township, MI 48038

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Who is Loyalty solutions?

December 13, 2010

Loyalty Solutions seeks to educate organizations about Customer Loyalty…What it is, Its value to the organization, and How it is measured.  We also work one-on-one with clients to create specific strategies to improve customer loyalty. We work with the organization to develop customer focused processes and employees committed to creating memorable customer experiences. The result; increased customer retention, increased word of mouth referrals, lower employee turnover, lower costs, thus increase profits.

Loyalty Solutions is a collaboration of Goal Advantage, Ironbridge Development, and WJG Business Concepts.  We have over 70 years of combined experience helping large and small companies achieve improved results by improving operational efficiencies, developing human capital, and providing strategic thought.

Please leave your contact information if you are interested in learning more about how Loyalty Solutions can help your organization increase customer loyalty…and profits (or donations).  Check back (or check the box) for blog updates and seminar schedules.

Ocie

 


Post of Resource Associates Blog 09/10

December 9, 2010

Isn’t Customer Satisfaction Good Enough?

Posted: 29 Sep 2010 06:46 AM PDT

According to Jeffrey Gitomer author of Customer Satisfaction is Worthless: Customer Loyalty is Priceless, the answer is very clear. “Satisfaction is no longer an acceptable measurement of customer service success.

The standard and measure of success in this millennium are loyal customers.” The Gallop Organization’s research also concludes that no matter how satisfied an organization thinks its customers are, if they haven’t made an emotional connection with their customers to develop a long-term relationship, satisfaction will ultimately be worthless. Satisfaction alone does not build a strong loyal customer relationship.

It is difficult to focus on loyalty when, as standard practice, most organizations seem to settle for satisfied customers. Satisfaction is a measurement of mediocrity. When a customer indicates, “I am satisfied”, it can usually be translated to mean the service experience wasn’t bad, however, it also was not exceptional. Satisfied customers are certainly better than disgruntled customers, but, building a loyal relationship is a must for long-term success. The key difference between loyalty and satisfaction is that customer satisfaction scores fail to predict how customers will actually behave relative to future purchases of your product or service. They may or may not return. On the other hand, loyal customers will consistently buy from you. By definition, loyal customers always come back to purchase repeatedly, which in turn produces a much longer and stronger income stream. The larger the loyal customer base, the greater your organization’s long- term success.

Economically, the best strategy for your organization is to pursue the creation and retention of loyal customers. This strategic initiative can and will separate your organization from the competition. Let’s face it, service today is mediocre in most organizations. Your organization can achieve a competitive distinction by developing a strategy of creating loyal customers. It has been proven that organizations with high levels of loyal customers typically grow revenues at twice the rate of their competition. However, the strategy of developing loyal customers must become a part of the organization’s culture and ingrained throughout. Since the culture of an organization will always drive the behavior of the people who work within the organization, people will behave differently if the culture is entirely profit driven. In this culture, people will do whatever they have to in order to produce profit, often times at the expense of the customer. This short-term thinking is an organizational disaster waiting to happen.

If the culture and strategy of the organization is to develop and retain loyal customers, then the contributors within the organization will focus on what they need to do to create loyal customers. Needless to say, in a culture that promotes customer loyalty, the entire organization must be devoted to valuing both customers and fellow employees who are often referred to as internal customers. Bill Marriott Sr.­ was noted for saying, “The way you treat your employees is the way they will treat the guest.”

When implementing a competitive strategy that deals with loyalty also take note that the customer experience needs to be aligned with organizational promises. When the customer’s experience is not reflective of what has been advertised, promised, or expected, the customer’s trust in the organization is undermined resulting in many lost revenue opportunities. Therefore, there is an urgent need to create strong relationships through frequent points of connection, and deliver unique service experiences as expected and promised by the organization’s marketing and advertising. The immediate impact of delivering an exceptional experience based on what is promised is a winning combination and a powerful weapon against your competition.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve high levels of excellence and success by adopting customer loyalty strategies as a critical success factor of organizational success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.


Building a Customer Loyalty Strategy Seminar

November 12, 2010

Starts: Tuesday November 30, 2010, 08:00AM EST
Ends: Tuesday November 30, 2010, 11:00AM EST
Event Type: Training/Seminar
Location: Heritage Church
44625 Schoenherr Rd
Sterling Heights, MI 48313 US
Price: $50 in advance ($55 at the door)
Website: http://www.loyaltysolutions365.wordpress.com
Industry:
Keywords: customer satisfaction, customer loyalty, business
Intended For: Business owners, Executives, General Manager, CEO, Director of Marketing, COO, Customer Service Manager
Organization: Loyalty Solutions

Developing a Customer Loyalty Strategy This workshop focuses on: Customer Satisfaction vs. Customer Loyalty, Perceived Value as defined by Customers, Why your company would want loyal customers, Customer Loyalty Strategy.

$50 in advance, $55 at the door. To register contact Bill Griffith at (586) 431-9311 or billgriff9@att.net.

Workshop presented by Loyalty Solutions, a collaborative effort of Goal Advantage, Ironbridge Development, and WJG Business Concepts


Building a Customer Loyalty Strategy Seminar

November 8, 2010

Starts: TuesdayMarch 15,2011, 08:00AM EDT
Ends: Tuesday March 15,2011 11:00AM EDT
Event Type: Training/Seminar
Location: Heritage Church
44625 Schoenherr Rd
Sterling Heights, MI 48313 US
Price: $50 in advance ($55 at the door)
Website: http://www.loyaltysolutions365.wordpress.com
Industry:
Keywords: customer satisfaction, customer loyalty, business
Intended For: Business owners, Executives, General Manager, CEO, Director of Marketing, COO, Customer Service Manager
Organization: Loyalty Solutions

Developing a Customer Loyalty Strategy This workshop focuses on: Customer Satisfaction vs. Customer Loyalty, Perceived Value as defined by Customers, Why your company would want loyal customers, Customer Loyalty Strategy.

$50 in advance, $55 at the door. To register contact Bill Griffith at (586) 431-9311 or billgriff9@att.net.

Workshop presented by Loyalty Solutions, a collaborative effort of Goal Advantage, Ironbridge Development, and WJG Business Concepts


Where Do You Build Customer Loyalty?

October 22, 2010

Creating customer loyalty must be, at least in part, related to having a customer’s experience with and of your organization be a positive one.  What are those experiences and where do they happen for your customers?  Are your counter personnel highly motivated and educated to provide outstanding service that “wows” your new and existing customers?  Is your website easy to navigate?  Does your shipper deliver your product undamaged, on time, all of the time?  Each of these points-of-connection is an opportunity for your company to create a positive experience for your customers.  They are opportunities for you to create loyal customers…or customers for your competitors.

I recently had occasion to look at my own interactions with an organization that I do business with.  Someone asked if they should become a customer of this organization and, without hesitation, I said no.  Now understand, I am currently a customer, and probably will be for some time.  The organization’s business model dictates that unless I choose to throw money down the drain I will stick around.  So they haven’t lost me as a customer, but they didn’t gain the person that sought my opinion.  What did that cost the organization?  And how many more times am I likely to dissuade someone from becoming a customer?

I became a detractor as a result of a succession of less-than-positive experiences that combined to color my overall opinion of this company.  These experiences occurred at points-of-connection…the website, a phone call to the office, and reading the monthly invoice.  I have to admit that the severity of one of the experiences created a halo effect that had me look for less than expected results with other experiences with this company.  The website uses some pretty common navigation tools and methods but I found myself thinking there should really be a simpler way to get the information I wanted from the site.  So I contact the company, explain my problem, and describe what I believed to be a reasonable solution.  I was not thanked for being a customer or offering an improvement (regardless whether the suggestion is acted upon I think customer interaction of this type should be welcomed and acknowledged) and as far as I know nothing ever happened as a result of my call.

The delivery of service by this organization has been somewhat spotty.  I have placed an order and gotten no response.  No follow up.  No return phone call.  Nothing.  My order, for all intents and purposes, disappeared.  In addition to not having my order fulfilled, I spent valuable time seeking the service and placing the order.  To add insult to injury I received my monthly invoice that clearly spells out my monthly fee. 

The “final” straw occurred when I contacted the company to advise them of this experience.  Rather than speaking to a person I was routed into voicemail.  As there were no options to get to a live person, I left a message that has, as yet, not been acknowledged.  So I am still a customer (member) but if not for money already tied up with this organization, I would have taken my business elsewhere.  I am not what I would consider a loyal customer though I am and will continue to be a customer for some time.  And I am certainly not a satisfied customer.  Why?  A combination of less-than-satisfactory experiences have combined to have me advise prospects of this company to not become customers.  How many of your customers would refer their friends or acquaintances to your company?  How many little experiences with your company erode your customer’s support and willingness to give you more of their business?  Are you even conscious of the points-of-connection with your company…and the value they hold?

Any (and I do mean any) experience that your customers have that they associate with your company serve as points of connection.  These points of connection are your company’s opportunity to create loyal customers.  To the best of your ability you must know what those points of connection are and manage them so that customers have positive, referenceable experiences. Those experiences are critical to your creation of loyal customers and profits.

For information about how your organization or company can improve customer loyalty contact a Loyalty Solutions partner:

Bill Griffith / billgriff9@att.net / (586) 431-9311

Ocie Irons / ocie@ironbridgedev.com / (248) 231-2210

Jeff Johnston / jeff@goaladvantage.com / (248) 891-1560


Customer Relations Specialist  09/03/2010

September 7, 2010

I was with some friends a couple of nights ago, I was telling them about some exciting seminars my partners and I are putting together to help businesses develop a Customer Loyalty culture at their place of business. As I was speaking of the seminars and some of the content I was asked if I was a C.R.M. (Customer Relations Manager) “Specialist”, to which I answered “Yes, I am.” As I was thinking of his question I began to ask myself, what qualifies anyone as a C.R.M. specialist?

The qualifications would be a person with extensive experience in customer relations, right? Don’t we all have experience in this field? We have all been customers many, many times. We have all developed relationships with local businesses and had unique experiences in dealing with those businesses. The most memorable relationships and business experiences stand out, causing us to return and to bring our friends. I would define a customer relations specialist as one who creates this unique experience consistently for customers and then earns their loyalty.

What is it that would have you recommend a place of business to your friends and family? And if you do what does “Customer Loyalty “mean to that business? In simple dollars and cents let’s take a look at the impact on the restaurant business. What would be the possible effect if your expectations were not only met but exceeded to the point of being delighted? If the restaurants average bill is $100.00 per couple and you visit that restaurant four times a year, (Birthdays, Anniversary, and one Miscellaneous visit) you would spend $ 400.00 per year. Simple, right? Over a ten year period you would spend $ 4000.00 with that restaurant.

Let’s take a look at the 10 people you have told of your experience at this great restaurant. If 5 of the ten try it and they have the same impression of their visit it is now their favorite restaurant and they visit as often as you do well… I’m sure you can see where this is going. The first impression being a lasting impression and Customer Loyalty being the culture of the restaurant we can see taking care of that one customer can lead to $ 24,000.00 of business plus it has continuous growth because your five friends are telling their five friends and so on.

Now that we have looked at the restaurant business look at your business. This formula applies to all business whether we’re manufacturing, selling homes and insurance, whatever your business is. It’s networking with immediate rewards. It’s absolutely imperative to follow the simple business philosophy to treat people the way you want to be treated. The positive economic impact is immediate and it’s long term.

So come on all you C.R.M. specialists out there, take a look at the inside of your business and start developing a Customer Loyalty culture in your business today! If you would like a free consultation you can give any of us at info@loyaltysolutions.biz a call or check out our websites.

Bill Griffith          586-431-9311     billgriff9@att.net                                  www.wjgbusiness.com

Jeff Johnston     248-891-1560    jeff@goaladvantage.com                   www.goaladvantage.com

Ocie Irons           248-231-2210    ocie@ironbridgeedev.com             www.ironbridgedev.com