1. Customer Focus
Customer loyalty and company profitability relation

2. Old Is Gold
 New Customers :
•
Requires significant amount of resources
•
High Maintenance and have a lot of questions
 Old Customers :
•
Are aware of your products and services
•
Provide positive referrals

3. “ The longer you have a customer the
more profitable
the customer becomes”

4. How to create loyal customers?
 Loyal life time customers can be created by concentrating on:
 Customer values and company goals
 Employee satisfaction
 End goal of customer
 Evolving with customer needs

5. Customer values
and
Company Goals
 Let the wrong customers walk away
 Define your target customer
 Take time to identify your target customers
 Develop plan to ONLY please the target customers

6. Employee Satisfaction

7. Avoid Cycle of Mediocrity
Low job
satisfaction
High
turnover
Lowered
expectatio
n and
training
Low
customer
satisfaction
Low sales

8.  Invest in training : Training must be a right mix of inter-personal and tool skills
 Tie rewards to your goals : Rewards should reflect the culture and values of
your organization
 Allow latitude within limits

9. Focus on end goal of Customer

10.  Realize that customers buy results not products and services
•
Example : Person buying medicine wants cure not just the product
 Map out every step in the process and make sure it adds value to the
product and service
 Set customer friendly processes
 Collect customer feedback

11. Evolve with Customer needs

12.  Remember that customer needs and changes evolve with time. Change
your product and service accordingly
 Think outside in : Think from customer point of view
 Customer feedback must concentrate on measuring satisfaction and know
their evolving needs