• Grasp Loyalty by meeting customer expectations: Customers demand and expect accuracy and availability -- the entry fee to the loyalty game. Products and services must be provided without error and at the convenience of the customer. If you don’t do this, customers will be dissatisfied and unlikely to return. When you successfully meet these expectations you begin to grasp loyalty and open the door for long term customer satisfaction.
  
  
• Earn Loyalty by exceeding customer expectations: If you merely satisfy your customers you risk losing them to others who offer more. Businesses that insist on finding new ways to impress their customers reap the rewards of loyalty – customers who repeatedly buy and encourage others to do the same. Loyalty is built gradually through consistent, committed, and caring service.
  
  
• Keep Loyalty by turning difficulties into opportunities: No matter how loyal a customer is, all it takes is one exceptionally bad experience to lose his/her business forever. Successful companies recognize opportunities afforded by complaints and master the art of dealing with unhappy customers. Winning back unhappy customers sets the stage for fierce loyalty.

Full of real life examples and practical ideas, this workshop will equip you to reach out to your customers in new ways so you can build intense loyalty among your customers.

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