It has become a common belief that in order to win the loyalty of customers, you must continuously exceed their expectations. And anything less is a recipe for failure.
But how can a business exceed customer expectations when each customer’s is unique? Even if they could, doing so puts a huge strain on resources and increases transaction costs. And everyone knows that the more a customer’s expectations are exceeded, the more they will expect.
Now there’s a better way. And it doesn’t involve exceeding expectations. Groundbreaking research shows that gaining customer loyalty is not about business strategies. It’s about human behaviour. How we communicate and make people feel has the greatest impact on what brands they become loyal to.
Not only does this approach work, it saves time, reduces costs, increases sales, and keeps customers coming back. And as a bonus, it also improves employee morale.
In this presentation, Marc delivers insights and strategies that have resulted in a paradigm shift in how companies communicate and service their customers. The processes shared have raised customer satisfaction scores and increased sales for hundreds of companies from multiple industries.
Delivered in Marc’s well known style of storytelling, humour and plain English, his content will empower and inspire attendees to make positive changes that deliver measurable results.