Creating Customer Loyalty

For organizations that want solutions to communication problems and
for people who want to increase their personal effectiveness.

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Creating Customer Loyalty

Helping people get what they want is foundational to repeat and referral business. Mary Jane discusses:

Four critical elements of "bring 'em back" customer service
Why and how poor service is costly
What brings people back and makes them want to tell others about us
"Moments-of-Truth" and how to manage them
The power of the "ripple effect"
The benefits of holding ourselves accountable for the outcome of an interaction
Words that serve as "warm fuzzies" vs words that act as "weapons"

Here are some of Mary Jane's articles on these important topics.

Core Attitudes for Success || Understanding Others || Creating Customer Loyalty
Developing Influence || What Clients Say || Bio/Credentials || Main Page
Learning Resources || Shopping Cart || Ask Mary Jane

Copyright 1999-2006 by Mary Jane Mapes, CSP.
Email us at MaryJane@MaryJaneMapes.com

mary jane mapes, keynote speaker, trainer and author

Key Results Areas

Core Attitudes for Success

Understanding Others

Creating Customer Loyalty

Developing Influence

Bio/Credentials

What Clients Say

Learning Resources