Inside the Loyalty Laboratory: Building Customer Relationships that Last

For most firms, multi-channel dysfunction, data silos, neglected customer touch points, and disengaged employees are robbing your customer initiatives of critical momentum. This session examines the best practices of firms that have transformed their organizations into living “loyalty laboratories.” This lab-like orientation enables these firms to harness their customer complexities, execute seamless company-wide customer strategies and grow loyal customers and employees in the process. You will learn:

  • How to ‘grow’ your firm into a loyalty laboratory–the 4 stages of transformation
  • Loyalty laboratory secrets for maximizing prospects, first time customers, repeat customers, clients and advocates
  • Continental Airline’s amazing loyalty laboratory journey and the powerful lessons learned along the way
  • What the laboratory mindset taught Starbucks about boosting buyer frequency and spend
  • How an office supply giant use its loyalty research to convert new customers into “best customers” in record time

Other Programs Jill Offers
Customer Loyalty: How to Earn It, How to Keep It
Taming the Search-And-Switch Customer
Customer Winback: How to Recapture Lost Customers and Keep Them Loyal
Inside the Loyalty Laboratory: Building Customer Relationships that Last
Turning Call Center Agents Into Loyalty Makers
Escaping The Commodity Trap: Earning Customer Loyalty in a Low-Bid World
Earning Customer Referrals: How to Turn Customers Into Advocates
Selling By Serving
Delivering the ‘Wow’ Customer Experience
Heart, Hustle and Heroes: Getting Top Performance From Your Customer Team