Customer Loyalty Process Contents

A White Paper on the Customer Loyalty Process can be downloaded

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BEYOND CUSTOMER SERVICE - CREATING CUSTOMER LOYALTY
What Does Customer Service Really Mean?
Why Customer Loyalty? Isn't Customer Satisfaction Good Enough?
Customer Loyalty: A Strategic Advantage
What Does a Customer Really Want?
The Competitive Advantages of Customer Loyalty

CREATING AND MEASURING CUSTOMER LOYALTY
Creating an Emotional Tie Through Points of Connection
Understanding Yourself and Others
Measuring Customer Loyalty

EFFECTIVELY MANAGING STRESS AND IMPULSES
What People Say About Stress
Stress Management
Model 1: Activation - Believe - Consequence
Model 2: Stimulus - Choice - Response
Reducing or Eliminating Stress
Impulse Control

GOAL ACCOMPLISHMENT FOR SUCCESS
The Benefits
Criteria for Personal Goal Setting
Rewards and Consequences
Roadblocks to Success
A Solution for Every Obstacle
Action Steps and Dates
Persistence is Key

ALWAYS CREATING A POWERFUL CONNECTION
Connecting Starts With You
Handling Customer Complaints
Your Customers are Your Business