Customer Satisfaction and Loyalty Training
Select Other "city & date"
Customer Satisfaction and Loyalty Training Course
Introduction:
In order to be successful and profitable, businesses need to satisfy their customers and keep them coming back. Customer loyalty is crucial. This online course aims to train customer service representatives on the significance of customer loyalty and how to promote it. By the end of the course, trainees will understand the value of loyal customers, know how to build and sustain loyalty, meet customer expectations, and provide exceptional service to foster loyalty.
Course Objectives:
By the end of the program, participants will be able to:
- Plan, manage, and analyze customer satisfaction surveys.
- Define customer segments, profiles, and models for maximum strategic as well as tactical impact.
- Improve customer satisfaction, retention, loyalty, and measure them in a meaningful and systematic way.
- Include a profitability dimension to any customer loyalty strategy.
- Create Customer Value Propositions that work.
- Develop loyalty schemes: know what to avoid and how to improve them.
Who Should Attend?
Market research people, loyalty scheme managers, and supervisors, product managers, business unit managers, sales managers and supervisors, customer care people, analysts, and any interested decision-maker, department head or supervisor, all marketing staff at any level in the organization.
Course Outlines:
- Customer Satisfaction, Retention, Loyalty, and Delight
- Levels of Loyalty
- Customer Satisfaction and Loyalty
- Customer Delight
- Customer Satisfaction Index (CSI) and Customer Retention Rate (CRR)
- Profit Impact of CRR
- Customer Life Expectancy
- Customer Loyalty Index
- 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 Quadrant
- Surveys and Questionnaires
- The objective of the Survey
- Population of Interest
- Writing the Questions
- Sampling Methods
- Administration and Analysis
- Customer Surveys Guidelines
- Different Survey Metrics
- Types of Satisfaction Surveys: Transactional versus Image-Based Satisfaction Surveys
- Who and What to Measure
- How to Ask
- Loyalty Components
- The Importance of Demographics
- Attitudinal and Behavioral Dimensions
- Demographic Variables, Consumer and Business
- Customer Profiling
- Customer Modeling
- Types of Business Customers (B2B)
- The Value Proposition: Definitions
- Why a Value Proposition
- Building the Value Proposition
- Articulating the Value Proposition
- The Strong Value Proposition: Conclusion
- Loyalty Re-Visited: What is Loyalty
- How to Foster Loyalty
- The 6Ps of Customer Loyalty
- The Two-Tier Approach
- The Laws of Customer Loyalty
- Loyalty Schemes: Background and Justification
- Loyalty Schemes: What to Avoid
- Types of Loyalty Programs
- Reasons to Join
- Different Loyalty Schemes
- Rewards and Perceived Value
- Customer Data
- Maximizing the Results