CUSTOMER RELATIONSHIP PROFESSIONAL™
CUSTOMER SERVICE TRAINING FOR:
INSIDE SALES • CUSTOMER SERVICE • TECH SUPPORT • MARKETING • PRODUCT MANAGERS • CUSTOMER RETENTION • ACCOUNT MANAGERS • PROFESSIONAL SERVICES
Is Customer Satisfaction the Wrong Goal?
Did you know that 75% of customers who leave a company for the competition were satisfied, or even very satisfied, when they left. Based on this, how can customer satisfaction be the right measure of your service and support teams and how could you possibly know if your Customer Service Training is working? The main reason we measure customer satisfaction is because we don’t want to lose customers. In fact, we want more wallet-share from the customer we have. If they leave you anyhow, and are satisfied when they did, something’s wrong with measuring customer servicing teams this way.
The focus should be developing loyalty-based relationships with customers. Create customers who are beyond the point of being satisfied but they’ve actually stopped shopping for alternatives.
Satisfaction vs. Loyalty
Since customers leave anyhow, measuring satisfaction won’t cut it. You can be designated as “their supplier of first choice” only until the next choice appears.
Now, let’s talk about Loyalty. Because in a B2B world, loyalty is to people and not to a company. If your people aren’t focused on generating loyalty with every customer contact, you are vulnerable to defections. If they know how to generate Loyalty, customers will stick like glue.
Loyalty Must be Earned
Loyalty is earned (or damaged) with every customer interaction. Generating loyalty is the principle mission of every customer contact employee. We call those who are good at it Customer Relationship Professionals, or CRPs for short.
Learn how your CRPs can dramatically increase Customer Loyalty and immediately drive revenue from your customer service teams!
Learn more about Customer Relationship Professional by Action Selling
HOW TO TURN YOUR WORK FORCE INTO A LOYALTY FORCE
Research shows that 75% of customers actually leave a supplier because of a reason other than dissatisfaction.
Readers will learn how to develop loyalty from their customer:
- By differentiating the relationship
- By consistently presenting solutions to agreed upon needs
- By presenting themselves as working for their customers, not for themselves
WANT A GREAT SALES CULTURE? FILL THIS GAP
HERE’S WHAT THE BEST-RUN COMPANIES ARE DOING.
If your sales and service teams aren’t perfectly aligned with a consistent customer communications strategy, your sales culture gap is widening.
This New White Paper by The Sales Board explains why this problem is killing good companies and exactly how to cure it quickly and inexpensively. Includes 9 case studies!