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Barbara Glanz

Programs

Building Customer Loyalty -
How YOU Can Help Keep Customers Returning!

Customer care, both internal and external, is the key to survival for organizations today. Not only must organizations acquire new employees and customers, but more importantly, they must keep the old ones. Research shows that it costs at least five times as much to attract a new customers as it does to retain an existing one, and the same is true for good employees. It becomes essential, then, for each individual in an organization, including those in the public sector, to understand what the service attributes are that create customer and employee loyalty.

After years of working in customer service, Barbara has come to believe that you cannot mandate customer service. It must come for the inside out. Using both internal and external customer loyalty research and dozens of no-cost, immediately implementable action ideas, Barbara will inspire employees and managers alike to CHOOSE to make a difference in all customer interactions.

Speaker Information

Barbara Glanz, CSP, works with organizations that want to improve morale, retention and service and with people who want to rediscover the joy in their work and in their lives. She is the author of eleven bestselling "how-to" books.

She is known as "the business speaker who speaks to your heart as well as to your head," and she has presented to conferences, associations, and organizations worldwide.

Testimonials