// Customer Loyalty

     var challenge = [];
     var issues = [];
     var process = [];
     var results = [];


 challenge["CL"] = "Customers can remain loyal to you long after they have done business with you.  Not only do happy customers return to do repeat business, they will                   'advertise' you be telling others of their great experiences.  Making sure the customers have a good and memorable experience with you addresses more                    than just, <i>will they return to the store?</i>&nbsp;&nbsp;It involves making a connection, understanding the emotional component of buying and mastering                    how not to take other's behaviour personally.";
 
  process["CL"] = "Many people set goals - sometimes.  Not only is it important to set goals, it is necessary to develop a detailed plan to achieve that goal.  However,                   setting goals as it relates to Customer Loyalty skills will help customer service providers focus on developing the necessary behaviours or changing                   existing behaviours that will make their professional (and personal) lives more effective.</p><p class='p1'>Goal setting, like Customer Loyalty, is a                   state of mind.  When setting goals, they should be specific, measurable attainable, realistically high, and contain target dates for achievement.";
  
   issues["CL"] = ["What do Customers Really Want",
				   "The Value of Customer Loyalty <i>vs</i> Customer Satisfaction",
				   "The Role of Empathy and Effective Listening",
				   "Identifying Critical '<i>Connection Points</i>' in <br><span style='margin-left:18px;'>the Customer Interaction</span>",
				   "Developing Trust with the Customer",
				   "Managing Emotions in the Customer Experience",
				   "Effectively Managing Stress and Impulses",
				   "Developing Goals for Positive Behaviour Change.",
				   "Creating a Powerful 'Connection' with the Customer"];
   
  results["CL"] = ["Increased Revenue",
				   "Strengthened Focus on Attracting, Servicing <br><span style='margin-left:18px;'>and Keeping Customers</span>",
				   "Greater Employee Contributions to Results Realised",
				   "Defined Strategic Direction",
				   "Developed and Sustained Values",
				   "Motivated Employees",
				   "Measurable Growth",
				   "Sustainable results"];