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

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

  • 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.

  • 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.

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

  • Companies Don’t Solve Problems.
    People Do.

  • 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.

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

  • 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.

  • 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.

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

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

  • 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.

  • 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

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

  • 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.

  • 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

  • Learn something every day. Never stop learning.

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

  • "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.

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

  • 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.

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

Press Releases

ICMI Call Center Demo and Conference Early Registration Deadline Fast Approaching. Dianne Durkin to Present!

September 3, 2013- The Early Registration deadline of Sept. 8, 2013 for the upcoming ICMI Call Center Demo and Conference to be held on October 21-23, 2013 is just five days away!

Dianne Durkin, President and Founder of Loyalty Factor, a specialized consulting firm, will deliver the preconference workshop "Psychology of Coaching." 

Effective coaching is a key method for increasing productivity and profitability in an organization, but getting it right can be tricky. In this interactive workshop session attendees will learn a systematic five-step coaching process for intrinsically motivating their employees. Dianne Durkin will explore how leaders can use questions as their most powerful asset, and how to provide feedback which supports and empowers employees while building trust and enhancing relationships. This coaching process will encourage employees to enhance individual performance and increase their contributions to the team. Attendees will leave with action plans they can implement immediately! 

Don't miss your chance to attend this great, informational conference and be a part of Dianne's workshop "Psychology of Coaching"! For more information and to attend the ICMI 10th Annual Call Center Demo and Conference, visit the conference website at : http://www.icmi.com/CCDemo

For more information on Dianne, or to speak with her directly, contact Loyalty Factor at 603-334-3401.

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