You must keep your customers satisfied to keep them around. But satisfaction doesn’t give you a competitive advantage. Buyers expect it from every supplier. And given a chance, hungry competitors will do everything they can to appear more responsive and helpful than you. In this Quick Take, you will learn why customer satisfaction isn’t the most important factor in keeping customers loyal, the other driver of customer retention – switching costs, and how to create “entangled relationships” to lock in customer loyalty.
This product includes
Learn a single behavior-changing insight in just 5- to 7-minutes.Quiz (& Quiz Answer Guide)
Prove that the learner(s) understand the concept and increase knowledge retention.Discussion Guide
Facilitate a discussion, connecting the concept to your unique challenges.Summary Sheet
Revisit the concept as follow-up or in the moment-of-need.
How do you use this?To kick start Micro-Meetings
Micro-training makes it easy for managers to facilitate meetings where teams develop shared vocabulary and benefit from peer learning.To kick start one-on-one coaching
Micro-training is extremely tactical and it’s a great tool to help managers frame very specific, skill-based coaching interactions.As self-directed learning
Micro-videos are a solution to a specific skill challenge. For example: “How to handle an employee who has a bad attitude,” or “How to handle a price objection.” You have a question. You find the right micro-video. You watch it on your own. You deploy the skill on the job.