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Copyright 2015 Eliances. All Rights Reserved
The Excel Consulting Group R
Mitchell G. Bolnick602-686-0641
excelgroupsolutions.com
HELPING
YOURBUSINESS EXCEL!
‘Customer Loyalty’
‘Customer Loyalty’
“Customer Satisfaction Is Worthless,
Customer Loyalty Is Priceless”
‘Customer Loyalty’
‘Customer Loyalty’
‘Customer Loyalty’‘Customer Loyalty’
Copyright 2015 Eliances. All Rights Reserved
A LoyAL customer:
‘Customer Loyalty’’
someone who every time they Are inthe mArket for your product/service
comes to you And
A LoyAL customer:
‘Customer Loyalty’’
someone who every time they Are inthe mArket for your product/service
comes to you Andevery time they heAr of someone in the
mArket for your product/servicethey recommend you
‘Customer Loyalty’’
‘Customer Loyalty’’
‘Customer Loyalty’’MASLOW’S HEIRARCHY OF NEEDS
MITCH’S HEIRARCHY OF
CUSTOMER LOYALTY NEEDS
‘Customer Loyalty’
‘Customer Loyalty’
LOYALTYSTARTS WITH
TRUST
‘Customer Loyalty’
HONESTY, INTEGRITY, RESPECT
‘Customer Loyalty’TRUST STARTS WITH THE BASICS
HONESTY, INTEGRITY, RESPECT
‘Customer Loyalty’
HONESTY, INTEGRITY, RESPECT
STANDARDS & CERTIFICATIONS
‘Customer Loyalty’TRUST STARTS WITH THE BASICS
HONESTY, INTEGRITY, RESPECT
STANDARDS & CERTIFICATIONS
LAWS & REGULATIONS
‘Customer Loyalty’TRUST STARTS WITH THE BASICS
INTERNAL CUSTOMER LOYALTYCOMES FIRST
‘Customer Loyalty’
EMPLOYEES
‘Customer Loyalty’
IT STARTS WITH HIRINGTHE RIGHT EMPLOYEES
REPEATEDLY
REPEATING REPEATING
REPEATABILITY
‘Customer Loyalty’
INTERNAL CUSTOMER LOYALTYCOMES FIRST
‘Customer Loyalty’
EMPLOYEESVENDORS
INTERNAL CUSTOMER LOYALTYCOMES FIRST
‘Customer Loyalty’
EMPLOYEESVENDORS
STAKEHOLERS
WHAT ABOUT MYPRODUCT
ORSERVICE?
‘Customer Loyalty’
‘Customer Loyalty’
IT’S THE ICING!
‘Customer Loyalty’
‘Customer Loyalty’
=
MITCH’S HEIRARCHY OF
CUSTOMER LOYALTY NEEDS
‘Customer Loyalty’
