Business Need - Increase Customer Loyalty
For many organizations, customer loyalty has become the Holy Grail of business, and no wonder: the authors of The Service-Profit Chain note that a 5 percent improvement in loyalty can increase profitability by as much as 85 percent.*
Paradoxically, customers are less loyal than ever. Frustrated by low service levels, blurred product distinctions, and a proliferation of choices available to them, it's harder for customers to find suppliers that offer true differentiation. And if you're not a differentiated supplier, like it or not, you're competing on price.
We believe that a source of real differentiation is in your people and the relationships they create with customers. Your competitors can copy your products and even your business processes, but the relationships you create are the true source of unique, differentiated value.
Ridge workshops to increase client loyalty
Ridge helps clients build these loyalty-based relationships in three ways:
RELATIONSHIP SELLING SKILLS
Loyalty lives or dies in every sales interaction.
Relationship Selling Skills teaches sales professionals the specific tools and skills to not just win the sale but to win the customer—again and again and again.
SERVICE EXCELLENCE SKILLS
If your service personnel aren't equipped to both address that customer's problem and to maintain the relationship, the customer's sense of loyalty can diminish.
Service Excellence Skills teaches service professionals the tools and skills to enhance loyalty through their interactions by:
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Creating positive experiences for customers - day in and day out
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Building rapport quickly—explore customer issues and needs and resolve problems efficiently while building solid relationships
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Manage customer conflict in ways that maintains their loyalty.
PEOPLE SKILLS FOR MANAGERS
Businesses that are dedicated to customer loyalty know that this mindset doesn't live in the sales and service organizations alone—that orientation must flow through the organization. If employees are working only to 80 percent of their potential (or less), the enterprise as a whole is missing an opportunity to instill unparalleled value in its products and services and culture. People Skills enables managers to tap into employee potential, enhancing commitment as they ratchet up not just performance, but customer loyalty and retention as well.
CASE STUDY ON INCREASING CUSTOMER LOYALTY
Large life insurer improves service quality and employee quality of work life.
* "Putting the Service-Profit Chain to Work," Harvard Business Review, March 1994
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