NAPL NewsTalk Live brings industry management information directly to your office. Featuring members of the NAPL Business Advisory Team and industry experts, these programs are generally about an hour in length and are presented monthly.
NewsTalk Live Recordings are available on NewsTalk Live Archives
NewsTalk Live: May 21, 2013 at 11:00 EDT
How loyal are your customers? Have you taken steps to establish a level of intimacy with them? If you’re wondering why customer intimacy is important, consider this comment from Michael Treacy and Fred Wiersema in a Harvard Business Review article: “Companies that excel in customer intimacy combine detailed customer knowledge with operational flexibility so they can respond quickly to almost any need, from customizing a product to fulfilling special requests. As a consequence, these companies produce tremendous customer loyalty.”
Since customer loyalty and intimacy are directly linked to sales, when you strengthen them, you grow your sales. To get started, you need to know how your customers would answer these questions about your company:
1. What does this company do well?
2. Where does this company fall short?
3. Does this company address my needs?
Knowing how customers respond is only the beginning; what you do with the information is what matters. The key is to use it to build loyal relationships and develop products and services to meet customer’s changing needs.
Tune in on May 21, 2013 at 11:00 EDT as Howie Fenton, NAPL Senior Consultant, Michael Casey, President of Survey Advantage, and Mike Philie, NAPL Senior Vice President and sales expert, identify what tools to use to better understand customers, and how to use that knowledge to increase customer loyalty, grow sales, and strengthen your business.
Don’t miss this informative program, and be sure to submit your questions in advance of the live, on-air discussion. Please send all questions to newstalk@napl.org and include your name and contact information.
What Listeners Are Saying About NewsTalk Live
“That was the best thing I’ve ever heard from NAPL or PIA. I will listen and listen and listen again to what you folks said…then I WILL get off of my tired, weary rear and not just try, but succeed in doing some of the ideas and ‘solutions’ you three talked about. Change scares the heck out of me, but you convinced me I can’t wait for the rising tide.” – Bruce McDonald, Managing Principal, Craftsmen Printing
“Did not get a chance to sit in on the latest Newstalk Live last week, but just listened to it now. Good stuff as always, thanks John, Andy and Howie!” – CL Graphics, Inc.
