• Learn how your organization--and everyone in it--can become more customer-driven and less operations-driven.
• Understand how to turn customers' moments of misery into moments of magic.
• Easily create customer loyalty, retention, and satisfaction.

Keynote Speech / Principal Points

• The Stairs of Customer Loyalty: Turning a prospect into a sale, then into a customer, and then into an "apostle"
• Ensuring customer loyalty means that all employees must understand and be able to implement four sets of skills relating to marketing, selling, service, and relationships
• Identifying, managing, monitoring must be done before exceeding the customer's expectations
• Exceeding a customer's expectations creates a moment of magic; falling short of a customer's expectations, creates a moment of misery
• "Recovery" is turning moments of misery into moments of magic
• Creating consistent moments of magic for your customers develops customer loyalty
• Customer intimacy occurs from the quantity and quality of customer communications

The Workshop

Adds depth in all areas, plus:

• Strategies and tactics for identifying, managing, and monitoring customer expectations
• Determining the specific marketing, selling, service and relationship skills needed by the different groups of company employees
• Computing the lifetime value of a customer
• Brainstorming external keep-in-touch techniques (with customers) and internal keep-in-touch techniques (with the company team)

Participants Learn

• How to focus on customer loyalty and retention
• How to stay close to the customer's real needs
• How to create every-improving moments of magic

Formats

• Keynote/General Session -- 45-90 minutes
• Workshop -- 2-3 hours