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Customer Satisfaction and Loyalty Course
Course Overview:
This course has been designed on the premise that training professionals and enhancing their capabilities regarding customer-oriented tasks is of significance. Participants will learn how to assess the Csi and Crb, apply loyalty programs and broaden the focus towards profitability as well.
Operators of such programs are taught how to rectify and reinforce the customer value proposition models as well as develop loyalty programs and customer satisfaction research. Furthermore, training is provided on how to set and deliver over the expectations of customers and how to segment the customer base for best satisfaction.
This program addresses the three groups of people in marketing staff, managers of crm systems, product managers and other authority figures and the theories are appropriate for an experienced international trading company.
Course Objectives:
At the end of the Customer Satisfaction and Loyalty Training Course, you will be able to:
- Improve customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way
- Include a profitability dimension to any customer loyalty strategy
- Plan, manage and analyze impactful customer satisfaction surveys
- Define customer segments, profiles and models for maximum strategic as well as tactical impact
- Create Customer Value Propositions that work
- Develop loyalty schemes: know what to avoid and how to improve them
Who Should Attend?
Customer Satisfaction and Loyalty Training, Course is Ideal for:
- All marketing staff at any level in the organization, Customer Relationship Management (CRM) departments, market research, loyalty scheme managers and supervisors,
- Product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision-maker, department head or supervisor.
Course Outlines:
Introduction to Customer Satisfaction and Loyalty
- Customer satisfaction, retention, loyalty and delight
- Setting customer expectations
- Getting closer to customers, understanding value
- Understanding customer needs and expectations
Key loyalty measurements
- Customer Satisfaction Index (CSI) and Customer Retention Rate (CRR)
- Profit impact of CRR
- Customer life expectancy
- Customer loyalty index
Loyalty and profits
- The cost of loyalty
- Generally Accepted Accounting Principles (GAAP) shortfall
- Activity Based Costing (ABC)
- Customer profitability and the whale curve
- Customer profitability at best practice companies
- The strategy quadrants
Customer satisfaction surveys
- Surveys and questionnaires
- Customer surveys guidelines
- Different survey metrics
- Types of satisfaction surveys: transactional versus image-based satisfaction surveys
- Who and what to measure
Managing Customer Expectations
- Exceeding customer expectations every time
- Determining how to exceed expectations
- It’s the little things that matter – increased satisfaction at minimal cost
- Asking for feedback on performance
- Ongoing evaluation of effectiveness to ensure satisfaction
- Maximize the value you deliver
- Understanding different customer styles
see more: Customer Service Excellence Course