New Insights on the Profitability of Customer Satisfaction and Loyalty

Oct. 6, 2010 - PRLog -- Business consultant Eva Jenkins is on a mission to help companies understand the bottom-line value of going beyond short-term customer satisfaction.  Fresh from her participation in an advanced training conference on customer service alignment, Jenkins will be providing no-cost presentations to interested groups and organizations on the subject of building extreme customer loyalty.  “It’s my way to ‘share the wealth’ and help my colleagues in the D.C. Metro business community thrive and grow,” she says.

The conference was held in Waco, Texas for strategic business partners of Profiles International, the world leader in selecting and developing high-performance workforces through innovative human resource management solutions. The program focused on “the development and retention of loyal customers… a current top C-suite priority with organizations big and small,” reports Jenkins.  

The Right Topic for Hard Times
Jenkins goal in offering her no-cost presentations is to help businesses achieve sustainable growth by increasing their perceived ‘value proposition.’   “A value proposition is the tangible results a customer gets from using a company’s products or services,” explains Jenkins.  And in uncertain economic times when every dollar counts, value propositions are proving to be more important than ever.  

“Companies must work to leverage point-of-purchase satisfaction into long-term loyalty,” says Jenkins.  This is critical because of the more favorable ROI that can be achieved when selling to existing customers rather than prospecting.  

Many Happy Returns
According to the Profiles International Research results, “It costs more to acquire a new customer than to maintain an existing customer.  We know that there are actions we can take and behaviors we can measure that create long term relationships between sellers and buyers.”

“My talk ‘distills’ the material I learned in Waco down to its most actionable essence,” says Jenkins.  Armed with research data, diagnostic tools, and processes designed to broaden a business’s services mix and value proposition, Jenkins will be working to sensitize others to three ‘hot topics’ in value propositions:

•   Building extreme customer loyalty – turning one-time buyers into lifetime buyers

•   Customer service alignment – measuring whether a company’s perception of its services is in line with their customers’ perception

•   The impact of employee engagement on customer satisfaction and loyalty – keeping workers motivated and inspired to ensure the best possible interaction

About Eva Jenkins
Eva Jenkins is a leading consultant on business and staffing topics, and the driving force at VIP Innovations in Washington, D.C. Metro area.   Her goal is to position clients so that they may respond to, and more importantly anticipate, the precedent-setting ‘human capital’ challenges that face businesses as they evolve.  She is also co-author of Conversations on Success, a collection of powerful interviews with accomplished entrepreneurs in a variety of industries.

In addition to her in-person appearances and webinars, Jenkins will also be authoring a series of articles on this subject.  For more information about this topic and to book Jenkins as a speaker, please visit www.vipinnovations.com or call (888) 801-8885.

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VIP Innovations provides critical information to enable executives and business owners make better decisions regarding their people issues. This understanding leads to better allocation of human capital and maximizes the effectiveness of every employee.