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

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

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

  • 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.

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

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

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

  • 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

  • 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

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

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

  • 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 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.

  • 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.

  • 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.

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

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

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

  • 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.

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

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

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

  • Learn something every day. Never stop learning.

  • 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.



Comments From Our Clients

“The pivotal point of attending a three-day seminar with Dianne Durkin as part of my MBA studies at Plymouth State University, was realizing I was not what I perceived myself to be as a supervisor. I took the class because I needed to learn how to deal with two employees who were having performance issues – the seminar provided me with concrete, results-driven management style directions and made me realize that my management was as much a problem as my staff.

“The class ended on Sunday – and by Tuesday I had the HR escort those two employees out of the building. The change has been tremendous in this 271-bed hospital which provides both in and out-patient services -- it is paradise here now. The internal change within me as a supervisor has changed everything around me. The staff takes me more seriously because I have established authority. I am respected – and employees respect each other. This has transformed the workplace to a 100 percent positive workplace – free of any negative behaviors.”

Marcelo Castro, RRT-NPS, RN, BSN
Caritas Holy Family Hospital
Supervisor of Respiratory Care/PFT Lab 70 East Street, Methuen MA 01844

Video Testimonials

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Customer Service

Services Revenue Increases by 70%


A $200 million software company hired a new vice president of customer service to manage a 700-person customer service department that had been without significant leadership or strategic direction for more than a year. The new executive was faced with a need to build morale and a goal of increasing services revenues by 50% within 18 months.

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Mergers and Acquisitions

Ensuring a Successful Merger or Acquisition

It is estimated that 80% of mergers and acquisitions that occur today fail to meet their initial expectations. This failure rate has been attributed to a lack of concentration on a key aspect of the integration process, cultural integration. Loyalty Factor works with firms undergoing a merger or acquisition to address this critical aspect of the integration process and ensure the growth and prosperity of the new entity.


A large New Hampshire-based architectural firm wanted to grow its business by expanding its geographic base to include a fast-growing metropolitan area. The firm decided to acquire a smaller architectural practice located 1,500 miles away in northern Florida. The southern company had been owned and run by a sole proprietor for 32 years and was well respected in the area.

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Training Programs

Client comments from our various training programs:

"I've been to a lot of these programs, this was the best I've ever attended. Dianne has an incredible knowledge base and gave me new techniques that I've not learned before. Excellent program."

"Good material for coaching us, making us change our way of thinking in order to become effective, successful managers."

"Coaching techniques were very useful."

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