Masters of Loyalty
How to turn your work force into a loyalty force
How To Become The Only Vendor Considered, And Keep That Advantage
Research shows that 75% of customers actually leave a supplier because of a reason other than dissatisfaction.
Readers will learn how to develop loyalty from their customer:
- By differentiating the relationship
- By consistently presenting solutions to agreed upon needs
- By presenting themselves as working for their customers, not for themselves
A customer is not really loyal to you until he or she has stopped shopping for the sort of products or services that you provide. Genuinely loyal customers are those who have gone deaf to your competitors’ appeals and enticements and “limited-time special deals.” Their relationship with you is too valuable for them to consider giving up.
- Only 25% of customers who defect from a company say they left for a lower price—but 50% of company executives think that’s why their customers defect.
- Only 10% of customers leave because their needs have changed. Companies think a full third of their clients leave for that reason.
- 75% of customers actually leave a supplier because of the lack of a solid business relationship. But only 20% tell the company that this is why they’re leaving.
Source: The Sales Board, Inc.
Learn the difference between satisfied and loyal!
|Dimensions||7.6 × 5.8 × 0.3 in|
|About the Author||
In his more than 30 year career, Sparks has played a key role in building every sales organization he's worked for. He developed Action Selling while owner of one of the largest computer marketers in the United States. Even in the roaring computer business of the 1980s, his company grew six times faster than the industry norm, differentiating itself not by the products offered but by how his salespeople sold them. He founded The Sales Board in 1990 to teach the skills of Action Selling to others. Sparks personally facilitated more than 300 Action Selling training sessions and continues to engage in the business and art of the strategic sales process.
Sparks is author of five sales books. Most recently, he revised and updated his first book in the Action Selling Book Series: "Action Selling: How to sell like a professional, even if you think you are one." Additionally, The Sales Board launched Action Selling 3D, which brought the Action Selling sales system to the next level, focusing on strategic planning and sales strategy in highly complex selling environments.
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