• Learn something every day. Never stop learning.

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • Leadership is being the best you can be, and helping others be the best they can be.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

  • The brighter you are, the more you have to learn.

  • Companies Don’t Solve Problems.
    People Do.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

About Us

Our Company

In today’s global economy, critical success factors are:
  • Employee and customer retention
  • Innovation, creativity, and differentiation in the marketplace
  • Developing an integrated infrastructure and process for future growth

A consulting and training firm, Loyalty Factor increases productivity and profitability by providing individually tailored consulting and training services that enhance employee, customer and brand loyalty. By engaging all constituencies and helping them clearly understand the vision, strategic direction and values of the organization, Loyalty Factor's comprehensive offerings develop a corporate culture of employee commitment and provide a proven process for maximizing employee productivity and increasing profitability. This process builds loyalty from the core of the company; thereby lasting the "test of time".

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Our Philosophy

Employee Loyalty Drives Customer Loyalty, which drives Brand Recognition

  • For organizations to be successful, they need to ensure they are integrated around products, distribution, customers, organizational efficiency and engaged employees.
  • Employees are the most valuable asset of a company and need to be valued and validated through programs and processes that help them grow both personally and professionally.
  • Increased productivity and profitability are driven by establishing strategic positioning for future growth, communicating this positioning to all constituencies, and ensuring every individual understands their contribution to the overall success of the company.

Our processes and training programs build momentum and trust in an organization through engagement and empowerment.

Our President

President and Founder of Loyalty Factor, Dianne Durkin has over 25 years of experience in finance, direct sales, international marketing and training and development. She has held Vice President of Marketing and Presidential positions with companies like Gulf Oil, Digital Equipment Corp, Corporate Branding Partnership and ASTEA International. She has also founded and sold two companies. Dianne has built a reputation as one who can quickly assess the core issues within a company and outline their impact on the organization and its profits, productivity and people. Dianne’s combination of executive management and entrepreneurial skills has proven very beneficial in helping major corporations and small enterprises achieve maximum results.

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Our Team

Loyalty Factor employs a combination of full-time and virtual consultants, allowing us to choose the right talent to meet our client's needs. We have access to over 50 senior consultants with both domestic and international experience in a vast range of areas including acquisition integration, change management, organizational redesign, sales, strategic marketing, teambuilding, leadership/management development and customer relationship training.

Loyalty Factor is continually searching for new and vibrant talent to add to our diverse team of professionals. If you possess high-caliber skills and share Loyalty Factor's vision and values, please forward your resume for consideration.

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Our Clients

Loyalty Factor is known for its commitment to meeting its clients' goals and objectives. We have worked successfully with clients in a wide-range of industries and are known for creating high impact, innovative and fun programs that provide lasting results. A partial list of our 100% referenceable account base includes:

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Our Book

The source of the most powerful form of marketing— word of mouth—is within the walls of every company. It’s called loyalty, and successful leaders know its value.

Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: Employee loyalty drives customer loyalty, which drives brand loyalty.

Durkin’s new book, THE LOYALTY ADVANTAGE outlines the five essential steps to building the Loyalty Advantage process, shows CEOs and mid-level managers how they can make or break a loyalty initiative, and provides a guide for managing in times of large-scale change or crisis.

THE LOYALTY ADVANTAGE features case studies from some of America’s most-admired and best-managed companies—including Amgen, Best Buy, Green Mountain Coffee, KitchenAid, Kronos, Southwest Airlines, Tiffany, Timberland, and Whole Foods. Packed with proven methods for translating allegiance into bottom line results, this timely and practical book shows the power of loyalty in action!

Check it out at Amazon.com.

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