The Butterfly Customer

After thousands of programs and millions of dollars, businesses are finding the goal of customer loyalty as elusive as ever. Why?

Because today’s customer is a “Butterfly Customer,” skeptical, not loyal to any product or company, and yours only until the next good thing comes along. Even once-compelling pitches fail to capture the elusive loyalty of this new-breed of consumer.

But the very survival of your business depends on having a base of faithful and constant customers. So, how do you attract these elusive creatures to your business and, more importantly, how do you keep them coming back without having to lower your profits in providing spectacular and expensive feats of service? Susan O’Dell tells you how.

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Susan is available as a motivational speaker.  Presentations built from the book include:

Earning Trust from Today’s Elusive Consumer

Flitting from store to store, from credit card to credit card and from service to service, the Butterfly Customer’s first instinct is to try something new, something better, something different. Who is this Butterfly Customer and how can business offer the one thing they need to become loyal – trust? This fast-paced informative presentation calls into question many of today’s elaborate, money-draining service practices and loyalty programs, while showing you how to provide the simple, trustworthy experience today’s customers yearn for.

Beyond the Numbers

See Your Business Feelingly

Emerge from the vacuum of the board room to experience your business’s emotional roller coaster ride sitting in the same seat as your customer, your employees and your shareholders. A series of examples and effective, soul-searching exercises help the board dig down and get in touch.

Out of the Shadows

The Fix in 3-Dimensions

Everyday business has three components – a Media Dimension, a Physical Dimension and a People Dimension. What creates customer trust is the way the three dimensions are interwoven into a pleasing seamless experience. This practical, hands-on workshop takes you through the proven process of the 3-D Audit™ to seek out and eliminate the gaps and shadows between what your company provides and what it actually delivers.

Presentations can be tailored to audience level and industry, or completely custom-designed.