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Published on Jun 19, 2014
Lyn Etherington, author, consultant and MD at Cape Consulting, shares research results and practical insights about how the behaviour of those in direct customer contact can drive customer loyalty. Lynne focuses on the need to go from good to great. Consistent excellence in every customer conversation -- the perfect 10 out of ten score -- is what has real impact on customer loyalty. Building upon research, she identifies the critical eight 'Loyalty Building Experiences' and offers practical insight in to how people in customer contact roles can make a real difference to the performance of your business and the importance of not having undue focus on dealing with 'bad' performance, but keeping focus on helping everyone become consistently 'great'.