Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

Total leadership - Profit and Progress

434 visualizaciones

Publicado el

Customer loyalty as the ultimate outcome of effective leadership

Publicado en: Empresariales
  • Sé el primero en comentar

  • Sé el primero en recomendar esto

Total leadership - Profit and Progress

  1. 1. “Customer Satisfaction is Worthless… June 2010
  2. 2. …Customer Loyalty is Priceless” Jeffrey Gitomer
  3. 3. Loyalty = Profit •  Customers drive Revenue; Loyal Customers drive Profit •  How difficult is the 2nd, 3rd, 4th, nth sale to existing customers? •  5% increase in loyalty can generate up to 80% increase in profits. •  Customer loyalty is a direct function of employee engagement – currently at 30% in most companies!
  4. 4. Moments of Truth •  Moments of Truth occur every time a customer directly or indirectly comes into contact with your business. They build: •  Trust between you and the customer •  An emotional tie with the customer •  Leverage Empathy to meet and exceed ongoing expectations
  5. 5. Are What Your Clients Getting from Your Products… •  …Worthless or Priceless?

×