Customer loyalty is critical to a company’s long term vitality. A loyal, happy group of customers will do a lot to help you grow your business. They save you money, time and energy (it’s cheaper and easier to take care of them than get new ones). They are your best source of referrals. You know what to expect from them, so there is less learning you need to do over time.


They give you peace of mind because they bring in a steady revenue. They are willing to give you truthful and useful feedback. They trust you so they are more likely to buy on the “upsell”. There’s usually less of a price objection because they know the real value of working with your amazing employees.


Loyal customers give you the opportunity to “right” a problem if you screwed up. They set the bar higher so you need to keep improving. Of course, there is a link between happy customers and happy employees. More employee loyalty for you means less turnover, less recruiting and training costs and more “intelligence” in residence. You do want to be the smartest company in your industry, right?


Loyal long term customers become part of your R&D team. (I know a company who now does all their R&D on their customers’ sites, reducing the overhead in their company and delighting the customers at the same time – it’s an honor to be chosen as an R&D site.)


The sales cycle is faster with a loyal customer. They learn your processes and even learn workarounds for the ones that don’t work well. They often give you competitive info to help you get better and sometimes get an edge.


You can spend less on advertising and marketing. Customers that love doing business with you are happy to spread the love and tell their friends. They tell their friends on their blog, their facebook page and in their tweets. (They’ll keep you on your toes too!)


They provide you with testimonials. These days new customers want to know about the experience of real customers – they don’t much trust anyone’s “marketing message” anymore.

Loyal customers help you connect to others through their social networks (broadening your networking reach in the marketplace). They share positive word of mouth in the marketplace. Some even love you so much they become your evangelists and start selling for you. A loyal customer base is like having an extra million dollars in marketing – or more. There’s a bottom line impact of profitable long term loyal customers. What’s loyalty worth to you?

Here are some products that will help you create the kind of “raving fan” customers that will sing your praises and spread positive word of mouth when they continue to buy from you.

Customer Care Coach®

The Customer Care Coach® is a self study programs for managers, leaders, or anyone who wants to create a more positive, customer focused culture in their department or company. There are three levels of learning and you can do each one on your own or with JoAnna as your personal Customer Care Coach®. Learn More

Does your company suffer from what I call E.D.S. – Empathy Deficiency Syndrome?


This E-advisory report will give you a dozen different ways to overcome the apathy that causes E.D.S. Short, easy to read and actionable!

Price: $3.97

What is it that forward-thinking companies want these days? Customers that are loyal advocates and employees that are excited, enthusiastic, energetic, and empowered to make decisions that benefit both the customer and the company. They want commitment, they want people who love and take pride in their work and will represent the organization in the best possible light.

Price: $4.95

Given the choice of dealing with a positive, upbeat employee with a “can-do” attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible, they want it to be easy and pleasant to do business with your company. Enter the real challenge of “Relationship Management”, the relationships. Until all of our business is done electronically, as much of it most likely will be, managers, in addition to making sure the work gets done, still need to be concerned with the performance of the most important link in the customer connection — people.

Price: $7.95

“101 Ways” – After five printings and almost 10,000 copies sold, we’ve turned JoAnna’s first book, “Winning at Customer Retention” into an e-book. This is a little book with a big impact, this one-idea-on-a- page book delivers insight that can be used at every level of an organization to build and sustain customer retention and loyalty. Based on the premise that the businesses that will thrive are those that recognize and nurture strong, trusting relationships, “Winning” offers a new look at the interaction between marketing and customer care. At the heart of “relationship marketing” is relationship mastery.

Price: $15.00

Customer Care Culture MP3

Creating a Culture that THRIVES takes attention and commitment…

Price: $17.95

The Shift MP3

“Without caring there can be no quality. The shift is on from a Customer Service mentality to a Customer Care mindset…

Price: $17.95

Loyalty MP3

Customer Loyalty is a function of your customers subjective perception of the value you are delivering. It’s the emotional connection between your customer and your business.”

Price: $17.95