The Power of Loyalty. Roger Brooks B.Читать онлайн книгу.
making their own decisions on how to interact with customers.
A committed training program should ensure that employees are well versed in understanding the company’s core philosophies. Employees should also have a thorough understanding of the company’s products or service as well as the company goals and mission statement.
Companies that provide employees with solid training and communicate company policies, procedures, and goals on a frequent basis tend to come out on top in customer satisfaction. Instituting these best practices is an important part of building a solid loyalty strategy.
Promote ongoing communication to employees. Employees will quickly understand they can rely on their company when organized communication channels are in place. Many companies do this through weekly e-mail updates, company newsletters, or even scheduled conference calls where employees can listen in and participate by asking questions. Employees will remain more focused on company goals when they are kept informed.
Once training and communication are in place, employees will begin to believe and trust in the company culture. They will buy into the company philosophy, which is crucial to your overall plan.
I don’t have to tell you what follows. Once you have buy-in from your employees, you now have the total package, and that translates to employee PERFORMANCE. Employee performance will breed better results and consequently equate to more loyal customers.
Training + Communication = Buy-in
Buy-in = Performance
Performance = Loyal Customers
Like Albert Einstein’s formula of mass-energy equivalence (E = MC2
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