Customer Loyalty Whitepapers

Thank you for your interest in LSA's Customer Loyalty Best Practices Research Whitepapers.

10 Common Branding Mistakes & 4 Smart Ways to Grow and Live Your Brand Promise
The top 10 client-reported branding pitfalls you need to know if you want to truly live your brand promise.

3 “Must Have” Steps to Convert Customer Loyalty into Customer Revenue
Our customer loyalty experts tell us that there are three simple steps to converting customer loyalty into customer action…all possible, all under your control, and often necessary to realize actual revenue growth.

6 Key Questions: Trust Thrives When Service Leaders Lead Naturally
To “lead naturally” means that you respect the inner workings of your work groups in much the same way you treat your friends and family. Take a pop quiz to determine if you have what it takes and learn what it can mean to your customers.

7 Keys – A Behind the Closed Doors Look at How to Get Better Service
The customer is often at complete odds with the customer service. From a customer perspective, wouldn’t it be great to better understand the world of the rep behind the scenes?

Alignment: The Missing Leadership Ingredient Not to Miss
A great strategy can be rendered utterly useless by an ineffective culture and average talent. The proper alignment of strategy, culture and talent allows organizations to thrive and outperform their competition.

All Aboard for Customer Service New Hires that Fit
Losing good employees is expensive. The insides sales and customer service areas at most companies have annual turnover well north of 25%. While the reasons for this are many, it typically boils down to two critical things.

Connecting Better with Customers in 3 Key Steps
3 Key Steps to Connect with Customers to Drive Satisfaction, Loyalty, and Revenue.

Continuous Improvement: How To Analyze Contact Center Effectiveness
While call centers are arguably the most thoroughly measured area of most organizations, gathering, interpreting and applying the data can be expensive and misleading. Read about the latest techniques.

Creating a High Performance Call Center Environment
A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.

Customer Service Grammar Goofs: Don’t Let Them Happen
Using incorrect grammar, either in writing emails or on the phone with a customer, can leave a less than favorable impression. Here is a quick synopsis of some of the most common grammar problems and mistakes that you can review with your staff to ensure more professional communications.

Customers Care When They Share
When customers feel organizations are devoted to them enough to include them, they reward that organization with their long-term loyalty. Read about how and when it’s appropriate and productive to include your customers.

Do Not Ignore Your Unhappy Customers
Whether you learn about dissatisfied customers from their complaints in person, on the phone, or online, do not neglect them nor consider yourself lucky.  It is tempting to avoid dealing with unhappy clients, but that is the worst thing you can do. Not only will their dissatisfaction increase with your neglect of the situation, but it will spread and likely infect others.

Exposing the 6 Big Myths of Call Center Sales
How to turn your call center into a profit center. If you’re responsible for a call center, you know how hard it is to deliver excellent customer service consistently, while at the same time continually reducing costs. You’re now being asked to generate new revenue in addition to providing great customer service. Understanding these myths will help with the transition.

Foolproof Emails: Watching Out for the Look-Alikes and Sound-Alikes
If you are responsible for monitoring the quality of your center’s written communications, you have to constantly be on the lookout for grammar, punctuation, and spelling problems.

Four Steps to Truly Delight Your Customers
Delighted customers have a lifetime value of 6 to 14 times greater than dissatisfied customers.

How Serious Are You About a Customer-Centric Culture?
While customer-centricity makes sense for many businesses, we often find two major issues with the “customer-centric culture” claim.

KPI’s: A Balanced Contact Center Scorecard
When you evaluate the success of your contact center, are you measuring the things that matter? Don’t lose sight of the fact that the contact center needs a balanced scorecard.

Leadership Development: The Critical Missing Pieces for Call Center Success
You have a training program in place that teaches your new hires the product knowledge, the good communication and the soft skills needed to handle customers with tact and understanding. Is this enough for them to be satisfied call center employees? This white paper says NO and describes the missing pieces of their preparation for the job.

Motivation Techniques for Customer Service Reps: The Key 7
Lack of motivation is one of the major reasons why service employees leave. For lower turnover, which relates directly to productivity and quality of service for the customer, you need to be sure your employees are happy in their jobs. Here are seven techniques for creating a motivating environment.

Moving Customers from Loyalists to Advocates
Beyond being good customers, advocates are your cheerleaders. Listen well to what they say about why they like you and give them every reason to cheer loudly for your team.

Renewing Passion for the Customer: 4 Smart Steps to Take
What can happen when employees view their role and responsibility in grander terms than just a job? Or when they understand how they can contribute to their organization’s future? Or when they strive for excellence? Read how true leaders can inspire their employees to have a real passion for serving their customers.

Six Tips to Build a Customer-Centric Corporate Culture
Customer centricity is a culture of putting the customer at the center of everything you do.  And it matters. According to the Harvard Business School, increasing customer retention rates by just 5% increases profits by 25% to 95%.

Skill-Based Routing: The Pro’s and Con’s
This white paper describes the pros and cons of skill-based routing (SBR). While there were many problems with SBR initially, lessons have been learned that can make this, rather than traditional routing, the right choice for your call center.

Successfully Incorporating Home Agents into Your Call Center Staffing Mix
How to engage, utilize social networking, allow autonomy, solicit feedback, and leverage at-home agents.

Technology vs. Relationships: What Adds More Customer Value?
When it comes to customer service, loyalty, and cross-selling, does technology trump relationships? Your team and the culture in which they perform are what enable your technology to be fully realized. Don’t allow the dollars you’ve invested in technology to overshadow the dollars you’ve invested in your talent and become your Achilles heel.

The impact of outsourcing, multi-generations, and training
Featured Key Note at the ICMI Contact Center Management Conference & Exposition 2009.

The Leadership Side of Magnetic Service
For magnetic service to happen consistently across the organization, leadership has to step in. Here are seven secrets for how a leader can influence, promote and support magnetic service.

The Loyalty Connection: What it Means to You
What can you do to ensure that each customer has the kind of positive experience that secures not only current loyalty but also future value to your organization?

Which Customers Should You Listen To? Learn from Netflix
In 2011, Netflix decided to do away with a popular DVD subscription service. The company subsequently lost 800,000 subscribers. Its stock plummeted 70%.

Why Call Center Reps Hate to Sell – and What to Do About It
When Call Center Reps hate to sell, we put our customer service AND sales programs at risk. Instead of driving revenue up, we may be driving customers away. Yet this is a problem worth solving. While the cost of telephone calls has dropped during recent years, the challenges of selling over the telephone have increased. Read this article to find out what to do about it.

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The LSA Global team was very receptive and flexible to our needs every step of the way. Their staff and facilitator demonstrated attention to detail, responsiveness, and professional courtesy. The participants were thrilled with the outcome and rated the communication skills workshop and the facilitator as ‘Excellent’. I’d highly recommend working with the LSA Global team to meet your professional development needs.

John Mastrorilli
FRDP Leader

Intuit

“We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.”

Sally Buchannan
VP Human Resources

SeaTel has found our partnership with LSA Global to be very valuable and beneficial. We turned to LSA to customize a supervisory/leadership solution to meet our needs. LSA delivered a customized top quality solution. I’d recommend LSA Global to any company looking for a best-in-class training and consulting partner.

Kortney Riddle
HR Manager

LSA Global’s consultant brought a fresh perspective to our behavioral based interviewing strategy for two key executive positions we needed to fill, and their consultant helped us develop questions that produced a much deeper understanding of candidates’ capabilities. I am confident that the two new executives joining our organization have the right skills to add significant value. Throughout the process LSA was also very responsive in dealing with short lead time requests.

Because of the unique nature of our business, Excel is a core application in our accounting organization. After three attempts to find an Excel consultant who is capable of helping our finance team integrate advanced applications into our work processes we found LSA and Alex. He was not only a “Real” Excel expert but was masterful in helping us identify where to use Excel applications in our processes to increase our group’s efficiency.

SPO Partners & Co
Kim Silva, CFO

On behalf of Roche and my staff I would like to sincerely thank you for your help with this. The English as a Second Language (ESL) assessment and coaching that you provided for our team was a great success.

Cam Greig
Associate Director

Roche

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

Beth A. Taylor
Vice President of Human Resources

Thoratec

We partnered with LSA Global to help us invest in our people in the areas of performance coaching, diversity, and inclusion. They focused on helping us succeed and were very flexible in meeting our specific needs. LSA Global exceeded my expectations from a speed, quality, and value standpoint. I would recommend LSA Global to anyone looking for a true business partner.

Anita Luckinbill
Director, Human Resources

In the Next Generation Management Development courses, I was trained with skills and tools that have made me and my team more productive, motivated, and successful at communicating with other departments.

 

Kevin Ashman
Firmware Engineering Supervisor

What a personal and professional pleasure it has been to Partner with LSA. They are truly a strategic partner with Wyse. For more than 5 years, LSA has been engaged in delivering various training and development solutions for Wyse, from custom on-site programs targeting specific core competencies, to working individually with clients to build job skills, and offering invaluable services to me and my team as we continue to build our learning programs. LSA’s representatives do more than sell a product, they offer a full service solution: they understand our business, our strategic initiatives, and the needs of our customers.

Jeff Rangel
Director of HR

The Managing Virtual Teams program was extremely valuable. Your consultant/ facilitator’s fundamental knowledge of Synopsys as a company provided an incredible base to build upon while tackling the complications of managing and working with globally distributed teams. My team walked away walked away with highly useful practices and tools. It was an excellent use of our time.

Debra Martucci
Vice President, Information Technology

LSA’s customized Effective Presentation Skills program has helped me elevate my presentation skills to the next level. I now have a much greater self-awareness of my presentation skills and can leverage off of my strengths while working to improve upon other areas. I would definitely recommend this solution to anyone for whom business presentations are an integral part of their job.

Jim Elliott
Senior Marketing Manager

Samsung

Our company engaged LSA to do a specialized “train the trainer” program, and the consultant’s performance outdid our exceptionally high standards for such a program. Very crucial to the success of this program was the work done upfront to discuss our needs and to interview key members of our organization so that the program specifically met our goals. Our facilitators continue to comment on the success of the program. Thanks also for the follow-up.

Frank Abbott
Chief Financial Officer

PalmSource has found our relationship with LSA extremely beneficial. We worked closely with LSA to customize the right Management Training Program solution to meet our unique business needs. LSA is a quality organization, one that I’d recommend to any company looking for a first class training and consulting partner.

Ken Boehm
Vice President of Human Resources

We consider LSA our true business partner in the areas of Learning and Organizational Development. From Strategic Planning to Presentation Skills and Management Training, they continue to provide excellent value and extremely high quality solutions – not just one time events. I recommend them to anyone looking to drive true business results.

Michelle A. Mitchell
Vice President, Worldwide Human Resources

Thank you to LSA Global for their partnership and support in helping us to design and roll-out our valuable management development training program. I personally have partnered with LSA Global at four of my previous companies. It continues to be a delight working with LSA. We look forward to partnering with them at Blackhawk Networks for future training and consulting needs.

Suzanne Kinner
VP Human Resources

Blackhawk Network

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