Customer Loyalty Training - Service and Satisfaction

“We engaged with LSA Global to design and deliver a highly customized session that taught our property owners the benefits of our Customer Loyalty program.

We found LSA Global’s team to be collaborative, insightful, prepared, and nimble — especially given that the time frame for the project became compressed. We look forward to continuing our strategic partnership.”
Annmarie Fairweather | VP Brand Service | Wyndham Hotels

Creating lasting customer loyalty makes sense. Customer loyalty training works, research has shown that a 5% increase in customer loyalty can boost profits by as much as 25% to 85%. Additionally, we know that satisfied clients lead to greater profitability and higher growth.

The trick is determining how to most effectively create loyal and profitable customers in a way that makes sense for your specific strategy and culture.

When Harvard Business Review asked consumers what dimensions of customer service they would most like to see companies measure, the highest number (65%) said “knowledgeable employees.” Consumers defined these desirable employees as being able to “answer my questions without putting me on hold, searching for someone, or transferring me.”

62% said “treats me like a valued customer” and 54% said “demonstrates desire to meet my needs.” The lowest percentage, 31%, wanted “relevant/personalized service.” Smart service leaders ensure that they include these desired attributes in their customer loyalty training strategies, programs and metrics.

Any way that you cut it, to thrive, organizations must create positive experiences for customers with each and every interaction. These customer experiences drive repeat business, cross-selling and up-selling of services, loyal customers, and referrals. It also decreases the overall cost of service and the cost of sales.

LSA Global helps leading customer service organizations and contact centers to assess, design, deliver and measure customer loyalty training that is proven to:

Reduce turnover
Improve customer satisfaction, customer loyalty, and customer retention
Increase cross-selling and up-selling
Improve product knowledge
Resolve more calls the 1st time
Handle increased competition
Clearly differentiate products and brands
Capture the voice of the customer to improve customer interactions
Balance quality and quantity measurements
Assess the organizational culture to diagnose gaps in health, accountability, and strategic alignment
Test, interview, on-board, and coach service representatives

These customer loyalty practice solutions are spread across the 4 key areas listed below:

CustomerLoyaltyGraph-w450

Please contact us to learn how our customer loyalty training has helped leading organizations drive customer loyalty and growth in such as:

Related Information

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

I want to personally thank you. The effective presentations skills and leadership coaching exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations. Thank you.

Hinda Chalew
Vice President of Marketing

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways. We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development