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CUSTOMER LOYALTY AND RETENTION

The Customer Connection: Enhancing Customer Loyalty and Retention
Peter Drucker emphasizes that β€œthe function of business is to attract and maintain customers.” It is incumbent upon leadership to implement customer-oriented strategies and customer-friendly processes, to continually monitor feedback from customers, and to develop employees who value customer relationships. Key elements and tools of The Customer Connection:

  • How customers define value
  • Calculating Customer Worth
  • Points of Connection Audit
  • The Voice of the Customer
  • Calculate Customer Loyalty and Employee Loyalty

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ORGANIZATIONAL DEVELOPMENT

Achieving and sustaining excellence often means reconfiguring systems, structures, processes, and organizational culture. Click on the links below to find out more about TOUCHSTONE Organizational Development processes!

CONSULTATION SERVICES

Training and Development Consultation
Organizations that make employee development a priority consistently outperform competitors in the marketplace – regardless of industry, from small businesses to multi-national conglomerates. Investment in training and development increases employee retention and morale, improves customer outcomes, and positively impacts productivity and profitability.

Touchstone can build, enhance or transform your training and development function:

  • Implement learning management systems and online capabilities
  • Design curriculum for leaders and employees at all levels
  • Identify resources to deliver cost-effective training solutions
  • Create performance profiles and competency models
  • Implement rigorous program measurement

STRATEGIC PLANNING

Strategic Planning
The best way to predict the future is to create it! The Strategic Planning process provides a format for developing specific strategies, converting those strategies into a business plan, and establishing tangible organizational goals.

A thorough, systematic approach reveals viable business opportunities and makes it possible to appropriately channel resources for sustainable growth. Key steps in the process:

  • Creating a unifying vision and clarifying values
  • Conducting an environmental scan – external and internal
  • Identifying critical goal categories
  • Developing a market and sales plan
  • Implementation and plans for on-going evaluation

The Strategic Planning process also highlights the personal traits that leaders need to achieve personal and organizational success.

Entrepreneurial Leadership and Strategic Thinking
Succeeding in business requires a vision combined with a willingness to change, to learn, and to take calculated risks. As an entrepreneur, you focus your energies on visionary activities and exploring opportunities – simultaneously, as the leader of your business, people look to you for direction, guidance and coaching. By definition, strategic planning leverages your vision to bring structure to your leadership.

The Strategic Thinking process also highlights the personal traits that entrepreneurs need to unlock personal and organizational success. Key steps of the process:

  • Creating a unifying vision and clarifying values
  • Conducting an environmental scan – external and internal
  • Identifying critical goal categories
  • Developing a market and sales plan
  • Implementation and plans for on-going evaluation

The Strategic Planning process also highlights the personal traits that entrepreneurs need to unlock the door to personal and organizational success.

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