Motivating management

No loyal customers without senior management’s commitment

Customer centricity has to be a company-wide commitment. And it starts at the top with senior management.

A company can never be more customer centric than its decision-makers. Regrettably, it’s not enough for middle management or your marketing manager to have seen the light.

To succeed in gaining more customers, and more loyal customers, you need to get all the top decision-makers to buy in. In other words: management must be motivated to invest the needed resources. This is the only way to embed the customer-centric mindset organisation-wide.

Speak a language senior management understands

What motivates your company’s decision-makers? The answer is simple: financial implications.

You won’t be able to sell customer centricity and customer loyalty with arguments like ‘it’s what the competition’s doing’, or ‘it’s the right thing to do’. You have to quantify the value with hard financial data. In other words, you need to present a business case:

  • What would happen if your company lost just 5% of the customers who are currently the least loyal? And conversely, if you were able to sell 10% more to your most loyal customers, what would that do for your bottom line?

Get senior management’s full backing

Loyalty Group has more than 25 years of experience of loyalty projects in large enterprises and within diverse industries. This gives us the solid track record you need to bring every decision-maker on board. And we can help you every step of the way by:

  • Creating a real-world business case for engaging in customer centricity
  • Identifying your customer centricity challenges and goals
  • Prioritising your key customer-centric drives for the coming years
  • Advising on optimal customer-centric leadership based on best practice.

The bottom line: Contact us!

If you’re ready to quantify the value of a customer-centric approach, here’s the only number you need: (+45) 7025 2627. Yes, it’s our phone number.

Call us to discuss how we can get senior management to see the value on the bottom line.

The AutoIndex study is considered a unique and valuable supplement to the types of Customer Satisfaction surveys that we perform ourselves.
I have personally worked with Loyalty Group in both my current and my previous job (President, Toyota Norway) and to sum it up, I am happy to recommend both Loyalty Group and the AutoIndex study to other NSC’s.

– Alar Metsson, President, Toyota Denmark (2021)

At Mindline, we apply AutoIndex on all the educations and pieces of training where they are available to us from the NSC. Our experience from the training where it is used versus where it is not, is that there is a clear effect on the participants’ understanding of why there is a need to develop and improve the customer experience.
This simply means that the effect of education and training will be far greater and thus more value-creating for both the NSC and the dealers who send their employees on training and invest both time and money in this.
The AutoIndex reports are for Mindline as a trainer, a fantastic tool and a simple way to present facts and inspire behaviour change so that customers get the optimal experience. It saves us a lot of time on the courses and makes them significantly more efficient and relevant for the participants.

Jørgen Faddersbøl, CEO, Mindline (2022)

Loyalty Group has a lot of knowledge about how successful sales processes and customer journeys build loyalty over time. This gives us a very good basis for how we can develop in relevant areas and forms the basis for our further improvement work in the organization.
Based on our many years of collaboration, I can only give the AutoIndex study and the Loyalty Group consultants my very best recommendations.

Jan Christian Holm, General Manager, Lexus Norway (2021)

Over the last 3 years, the Loyalty Group team has inspired us in our work on our “Consumer Journey”, which the new organization now takes to the next level.
I hope we get the chance to work together again in my new job as CEO of Volvo Car Turkey.

Magnus Boman, CEO, Volvo Car Denmark (2020)

The corporation with Loyalty Group and the AutoIndex study has resulted in changed business procedures, updated guidelines and a general optimization of Bayern AutoGroup. The result is indisputable – Increased customer satisfaction, increased employee satisfaction and increased earnings at Bayern AutoGroup.

Søren Vinderslev, CEO, Bayern AutoGroup (2021)

Loyalty Group’s approach is very direct. It can at first sight be perceived as an attack on our current working methods. After several years of collaboration, however, the conclusion is that this approach is solely due to Loyalty Group’s sincere passion to create the best customer experience for our customers.

Troels Nielsen, COO, Jan Nygaard (2021)

Contact

Do you also want to maximise your customer loyalty efforts? Then contact us for a no-strings chat about your needs.

Feel free to call us on (+45) 7025 2627 or email us at info@loyaltygroup.eu.

Alternatively, complete the online form on this page and we’ll get back to you as soon as possible.