Improving Customer Focus,
Service, and Loyalty Building
and Leveraging Value for Customers.
A 5% increase in customer
loyalty can produce profit increases from 25% to 85%.*
In many industries it costs five times more to replace
or win back
a customer than it does to retain one.*
CUSTOMER SERVICE IMPROVEMENT
Improving customer focus, service, and retention
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Identify and implement high impact customer
service improvements
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More than a dozen exercises available, including
our “four pillars of customer service,” “customer
stress analysis,” and “key service quality
dimensions”
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Metrics: how to measure the success of your
customer service improvements
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Modules combine ideas, strategies, tactics,
techniques, practical tools, databases of best practices,
and the identification of further opportunities for improvement
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Workshops available for both frontline employees
and management
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Can deliver in the form of training, consulting
or coaching
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Needs assessment and customization also
available
BUILDING A STRONG CUSTOMER
ORIENTED CULTURE
Building a customer focused culture to enhance organizational
speed,
flexibility, and competitive advantage
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Aligning employee attitudes, values, and
behavior with customer service strategy
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Aligning individual and team goals with
organizational objectives
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Enhancing customer focus and orientation
in all departments and at all levels
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Using customer focus to enhance organizational
speed and flexibility
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Metrics: identifying key measures of success
for customer focus and customer care excellence
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Organizational architecture: driving, reinforcing,
and sustaining customer service strategy with your management
practices and human resource systems
CUSTOMER VALUE EQUATION
Understanding and leveraging your customer value proposition
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Identify and map out the value you offer
to customers
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Align your customer value equation with
your branding efforts
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Leverage the value you offer
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Identify new opportunities for value creation
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Action planning: identify and prioritize
action items
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Align employee and organizational behavior
with your customer value equation and brand
CUSTOMER LISTENING POST
STRATEGY
Using customer feedback to build customer relationships
and improve customer focus,
service, and retention
“Customer feedback is the
ultimate reality check!”
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Building a customer listening post strategy
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Identifying ways to use the feedback you
already have
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Identifying your highest priority opportunities
for gathering customer feedback
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The most important questions to ask customers
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How to gather great data: database of techniques
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How to analyze customer information and
feedback
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Developing a plan to ensure customer feedback
is heard and acted upon
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Using customer feedback to build a competitive
advantage
CUSTOMER RETENTION:
BUILDING RELATIONSHIPS WITH CUSTOMERS
How to build stronger relationships with customers to
enhance customer loyalty and retention
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Customer retention strategy and tactics
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Analysis of database of retention strategies,
tactics, and tools
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Identify and prioritize action items on
the basis of your vision & strategy and the scope
& importance of the project
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Generate a concrete action plan
FLEXIBLE DELIVERY
Frameworks, ideas, tools, and tactics can
be purchased through consultation sessions. Leadership
education and executive coaching programs can be purchased
through train-the-trainer programs or delivered directly
by our team of educators and coaches. Needs assessment
and program customization are also available.
DELIVERABLES
Work in all of these areas is designed to
help you, your team, or your organization:
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Identify opportunities for improving customer
focus, service, and loyalty
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Generate both quick wins and major action
items
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Generate concrete action plans and real-time
results
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Introduce a culture of continuous improvement
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Clarify and enhance your competitive advantage
All Advanture “Customer Care”
programs (³ 1 day) include Advanture’s proprietary
“Customer Contact Program”,
a comprehensive database of strategies, tactics, and tools
for building customer focus, service, and loyalty. This
program includes major ideas from all of our Customer
Care programs, and puts them in context of a single comprehensive
database, listing them from the simplest to the most complex
tactics, along with DIY instructions.
FLEXIBLE DELIVERY
»
Frameworks, ideas, tools, and tactics can
be purchased through consultation sessions. Leadership
education and executive coaching programs can be purchased
through train-the-trainer programs or delivered directly
by our team of educators and coaches. Needs assessment
and program customization are also available. Click here
for more information on Custom
Solutions.
»
Click here for a description of our public
(open enrollment) workshop on customer care: Value Add
Customer
Service, also available in customized format.
*Sources:
Reichheld and Sasser, “Zero Defections: Quality
Comes to Service,” Harvard Business Review (September-October
1990). Heskett, Sasser & Schlesinger, The Service
Profit Chain: How Leading Companies Link Profit and Growth
to Loyalty, Satisfaction and Value (The Free Press 1997).
Reichheld, The Loyalty Effect: The Hidden Force Behind
Growth, Profits, and Lasting Value (Harvard Business School
Press 1996).
»Copyright
2002 Advanture Consulting Corporation. All rights reserved.
