Garcia Obrock's mission is fairly straightforward: We help our clients to improve broken customer relationships and to raise them to a higher, more collaborative level.

Many sales organizations assume that customer satisfaction is the best way to describe customer behavior — that satisfaction equals continued purchase. This assumes that a correlation exists between what customers say about their satisfaction and what suppliers do about responding to the customer's specific issues.

Instead of merely evaluating customer satisfaction, Garcia Obrock's Customer Loyalty Program examines those delivery attributes and issues — inclusive of sales — that relate most to customer commitment. This is a reflection of their perception of the value brought by their suppliers.

Sales organizations are frequently faced with the dilemma of working through customer perceptions that may not reflect true vendor performance. Often, relationships fail and sales opportunities evaporate because emotional issues on both sides destroy trust and true collaboration.

We help our clients identify, prioritize and improve areas of performance which have the highest impact on customer perception and the greatest leveraging impact on loyalty.

We have a proven method that focuses on the following:

Planning — Provides Supplier and Customer with a map for success.

·	Outlines your customers strategic goals and direction and aligns them with your account plan

·	Facilitates Stewardship Reporting

·	Helps define and align expectations

·	Inspects overall relationship and provides snapshot of performance to date

Calibration — Provides vehicle to review short-term performance by:

·	Identifying and assessing needs/gaps (monthly stewardship)

·	Defining short-term action plans to achieve expectations

·	Tracking implementation and formalizing communications

·	Measuring progress to formalized action plans and follow through.

Scoring — Uses Automated Scorecard System to Assess Performance vs. Customer Perception.

·	Provides performance dimensions (Quantitative / Qualitative)

·	Provides a voice for end-user stakeholders

·	Collects real-time performance data / gap identification

·	Logs performance over life of the relationship

Remediation — Action Plan Follow Up (Quarterly Review Sessions)

·	Formalized, documented Action Plans

·	Tracks ownership and follow-through on improvement areas

·	Assigns and tracks follow up dates

·	Tracked weekly, bi-monthly or Monthly and distributed to stakeholders

Successful sales organizations create customer advocacy at the top 20% of their revenue producing customers. Garcia Obrock is a recognized leader in both customer loyalty and vendor management.

By using these proven method to pin-point areas of concern, Garcia Obrock’s Facilitated Performance Reviews, coupled with time-tested remediation processes, provide a basis for ongoing, collaborative and opportunity-rich relationships with your top customers.

“When All Else
Fails...”

Garcia Obrock recognizes that some relationships have gone beyond the establishment of an ongoing loyalty program.

Problems need to be fixed — but — somehow, resolution seems frustratingly unattainable.

To that end, Garcia Obrock utilizes a time-proven method of SHARED EXPECTATIONS, that marries Garcia Obrock’s remediation processes with a facilitated sharing session. This process has proven itself of value to adherents across the globe.

SHARED EXPECTATIONS

·	Facilitated Remediation

·	Designed to Help “broken” Relationships

·	Formalized Process to Develop and Share Expectations

·	Formalized Follow-Through Process

·	Senior Management Engagement