The brief

The Loyalty Toolkit was designed for a large corporate client in order to help focus its top account teams on customer satisfaction and customer loyalty.

Our client wanted to:

	Encourage and grow the individual employee skills and knowledge needed to create long-term customer relationships that drive satisfaction and loyalty.
	Inspire and motivate their people to actually want to be a part of their long-term customer loyalty strategy.
	Keep the teams focused on customer satisfaction and customer loyalty, even when the pressure is on to drive revenue.

The delivery

We created a half-day workshop covering six critical components:

	Know your business (understand company goals, competitive marketplace etc)
	Know your customer (understand market research, customer needs etc)
	Sign up! (personal motivation and the desire to “be a part of it”)
	Think customer (empathy, listening, understanding customers)
	Own It! (complaint management)
	Imagine (creative thinking and innovative customer experiences)

All sessions were delivered with a lively and innovative combination of video, presentation, story-telling and business games.

The results

This workshop was rolled out to over 2000 participants and feedback was extremely positive. As a result we have now built a long-term relationship with this client as a preferred supplier.