• 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

  • 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.

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

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

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

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

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

  • Learn something every day. Never stop learning.

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

  • Companies Don’t Solve Problems.
    People Do.

  • 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.

  • 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.

  • 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

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

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

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

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

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

  • 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.

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

  • 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.

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

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

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

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

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

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

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

The Boston Globe - Business Notebook

March 14, 2004

The Boston Globe

By Kathy McCabe, Globe Correspondent
Loyalty Firm Grows

She turned a cowboy hat made of sheepskin into the official hat of the 1992 Polish Olympic Team. Now Dianne Durkin helps businesses build winning strategies at Loyalty Factor, LLC, a training and management consulting firm in Portsmouth, N.H.

The firm operates on a simple premise: If employees are happy at work, they'll be more loyal. That, in turn, will boost customer satisfaction and brand loyalty. "It's really an evolution," says Durkin, a former sales executive at Digital and General Electric Co. "Employee loyalty drives customer service, which drives brand loyalty."

Community banks, in particular, are poised to cash in on brand loyalty. Sweeping change is imminent, once Bank of America and FleetBoston merge next month, she noted.

"We're talking with three separate banking companies right now," Durkin said. "The industry is in major chaos. Banks need to know how to position themselves."

To drive sales, banks or other businesses must work as a team. And ask a lot of questions, Durkin said. To that end, she created "Ask and You Shall Sell," a sales training course introduced eight months ago. Durkin is now developing a follow-up course, focusing on specific customer accounts.

The strategy seems to work for its creator. Loyalty Factor, which has 10 employees, has grown an average of 20 percent each year since 1996 when Durkin founded the firm in Newmarket, N.H. Annual sales are less than $5million, Durkin said.

Copyright © 2014 Loyalty Factor. All Rights Reserved.