Strong Relationships = Loyalty = Profits

Success in today's business world depends more and more on building relationships and loyalty among customers and employees. Like any strong relationship -- loyal, long-term (and profitable!) business relationships require time and attention:

• Your Customers and the Relationship Process: Building relationships with customers is a process that requires thoughtful communications. We can implement a one to one strategy to impact each Customer in your organization Cycle.
  

• Don't Overlook Your Employees: The people within your company represent an important audience and play a key role in your customer retention efforts. Our central casting training center can develop a program specifically suited for your needs

Loyalty: The difference loyalty makes to your customers.

• As loyalty is improved, purchases increase.
  

• Loyal customers generate positive word of mouth and referrals.
  

• Loyal customers are less likely to defect for bargains.

Profits: The difference loyalty makes to your bottom line.

• Research shows that retaining just 5% more customers can boost profits from 25% to 120%
  

• Sales productivity goes up as new customer acquisition costs go down.
  

• Profits increase through price premiums and reduced operating costs.

Symptoms of a neglected market:

• Customer loyalty is diminishing. Mexican, U.S. and other international companies are losing valued customers at unprecedented rates of 10% to 30% a year. Even customers who tell you they are satisfied may be in the "zone" of customer defection.
  

• Customers feel under-appreciated. When asked why they took their business elsewhere, more than two-thirds of all customers said they felt "neglected" by the previous supplier. Unsatisfied customers may not complain to you, but you can be sure that they will tell at least nine other people about their unhappy experience with your company.
  

• The cost of acquiring new customers is rising. It costs six times as much to acquire a new customer as to retain an old one.

Other questions? Please e-mail us!