Customers are loyal to companies who understand their needs and meet or exceed their expectations. They are loyal to companies who care about them and their feelings. They are loyal to companies that deliver value, in a way that is meaningful to them.

Companies who are not giving serious consideration to developing a strategy to keep their customers happy, satisfied and loyal will not be thriving at the end of this century. In fact, they may barely be surviving. WHY?

It costs most companies six to ten times more to get new customers then it does to keep the ones you have happy -- and loyal. And without you realizing it, customer attrition might just be YOUR SINGLE LARGEST Cost!

The key to customer loyalty is to consistently deliver a level of service that exceeds and even anticipates the customer's expectations and provides experiences that shout, "WE CARE". Today's educated, demanding, discriminating customers are less forgiving than ever before. They expect caring, value and competitive pricing.

That's why companies who are looking forward to thriving in the 21st century are investing in their future by investing in programs that sharpen their customer focus and build customer loyalty and retention now.

The key to a level of service quality that shouts "WE CARE" is a motivated, well trained, spirited workforce skilled in the art of Customer CARE, working together with a service strategy to provide experiences that customers will come back for.

HERE ARE SOME FACTS YOU SHOULD KNOW:

• The White House Office of Consumer Affairs says for every customer that bothers to complain there are 26 others who remain silent.
• The average "wronged" customer will tell 8 - 16 more people about the negative experience (that's a number derived before the internet was being used - now - estimates of how many people one of us will tell is in the thousands).
• Some 91% of unhappy customers will never buy from you again.
• 85% of lost customers result because "They just don't care about me or my business".