What is True Customer loyalty?
Contact Us
Tuesday, 2nd March 2021

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

Facebook Login

Instant download training package

Professional-Sales-Questioning-training-courseware-material  
Professional Sales Questioning
for only
Price: $99.95  $79.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

 

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 539.85 $ 349.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

There are many ways we can define customer loyalty. A loyal customer is a customer who is extremely satisfied with your service and your after sales service as well that they remain your customer forever. You not only get repeat business from your loyal customers but they are the ones that are happy to refer their friends and family to you as well.

So going deeper into loyalty, first lets look at the 3 main components of customer loyalty :

1- Customer Satisfaction – customers need to feel that what they get is what they were both promised and expected.
  
2- Customer Involvement – a reflection of how much the customer has invested in the relationship and how difficult it would be to sever the links.
 
3-  Customer Affinity – how customers feel emotionally about the brand


So what is it that drives customer loyalty?


With the exception of true loyalty each of these as a standalone tactic for retaining customers is fragile and unlikely to prevent customers from defecting.

Incentive loyalty – competitors may offer a better incentive. Customers may use incentives from more than one organisation therefore does not truly drive loyalty

Inertia loyalty – contract end is a pain free way to defect. 

Lazy loyalty– a nearer or more convenient store could encourage customers to defect

Monopoly loyalty – drives resentment. Not really loyalty. As soon as customers have a choice more likely to defect

Price loyalty – competitors may undercut and offer lower prices and better offers. 

Trend loyalty – is fickle and product driven. Competitors may have same product range

All these types of loyalty are so fragile and do not lead to a lifetime loyal customer. So what do you think drives real loyalty ?

Lets look at the daffy model and equation below :


Loyalty = Affinity x Satisfaction x Involvement.


By focusing on increasing Customer's affinity , satisfaction and involvement we do not only end up with a lifetime loyal customer but we also increase our average customer value By focussing on keeping the customer loyal, we increase their annual value to us and the lifetime of that value. Every customer becomes worth more to us.

Lifetime Customer Value :

Average Annual Purchase Value X Potential Lifetime of Purchasing =  Average Customer Relationship Value


Related articles

STAR feedback Model

Giving positive feedback :  ST(Situation/task): A customer came into your office today looking upset. A (Action): You gave her the forms she needed and explained how to fill them ...

2012-02-04 10:38:50

GROW coaching model

One of the most common questions asked about coaching is “What process should I follow?” There is no single answer to that, however if it is assumed that coaching is largely a structured interaction ...

2012-02-03 22:38:35

Coaching & Feedback

What is coaching all about? Coaching is the process of systematically developing people at work.  It involves turning work experienced problems into learning situations. Coaching for ...

2013-02-10 13:54:50

Skills and Qualities of a coach

The main purpose of a coach is to work with individuals to improve their performance in a specific area or skill. Key tasks and responsibilities:   -Identifies development ...

2012-03-10 20:55:29

Coaching/Training/Counseling/Mentoring - Clearing out the confusion

Coaching: Coaching is strategically guiding someone into improved performance through reflection on how they apply a specific skill and/or knowledge. Coaching is about developing individuals beyond ...

2012-10-20 00:59:31

Giving Negative Feedback

When we have to give feedback to someone that we think they might find difficult or painful to hear there are certain questions that maybe helpful for us to make sure we find answers for first ...

2012-10-16 22:02:31

Why Coaching and feedback goes wrong ?

Take a long hard look at the way you currently coach. As an overworked manager and most of us are we find it very easy and tempting to deal with performance problems of our staff at symptom level ...

2012-10-19 13:37:52

The 10 Coaching commandments

1. Suspend your own personal judgmentsYou can’t like everyone in your team. What impact does liking or disliking a team member have on your relationship with them?We already know that your ...

2012-11-17 12:48:17

all courseware packages

No need to sign up if you have Facebook!

Facebook Login

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $539.85 $349.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $719.85 $449.95

Training Articles

07 Feb

Anger Management & Positive ...

Practical Anger Management techniquesManaging anger successfully can make the difference ...

Read details
27 Aug

Communicating corporate ...

Key messages in this article:• Culture is created by organisations combined values ...

Read details
23 Aug

What is proactive customer ...

Being efficient in conversations with customers is based around getting two fundamental ...

Read details

Get all available programs and save !! 

For only $2995.95

 allcourses   +  all mini courses
30 Full Courses   6 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

07 Feb

Anger Management & Positive ...

Practical Anger Management techniquesManaging anger successfully can make the difference ...

Read details
27 Aug

Communicating corporate ...

Key messages in this article:• Culture is created by organisations combined values ...

Read details
23 Aug

What is proactive customer ...

Being efficient in conversations with customers is based around getting two fundamental ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $719.95 $449.95

Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405

 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

  The Presenter-Trainer Package

 

 

  Get All Packages

(Get all available programs for one low price)