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Achieving Customer Satisfaction And Loyalty


Surprise, delight and retain customers by achieving and maintaining customer satisfaction and loyalty

Event Navigation

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Overview

The importance of understanding customer satisfaction and loyalty cannot be underestimated in a commercial environment where customers have more choice and less brand loyalty than ever before. The theme of this program is therefore to ensure a sharp focus on every aspect and to root out opportunities for marginal gains that will differentiate, surprise, delight and retain customers. Loyalty is a precious jewel and directly linked to profitability. Organizations say that they realize the cost of customer acquisition versus retention, but what strategies can be applied effectively to reap the considerable benefits?

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Details

Start:
November 21, 2015 @ 8:30 am
End:
January 28, 2024 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizer

Christopher Michael Gale
Website:
Christopher Michael Gale
  • Primary objective and benefits

    This workshop will help participants to be able to:
    1. Improve customer satisfaction, retention and loyalty.
    2. Include a profitability dimension to any customer loyalty strategy.
    3. Plan, manage and analyze impactful customer satisfaction surveys.
    4. Define customer segments, profiles and models for maximum strategic impact.
    5. Create impactful ‘customer value propositions’.
    6. Develop loyalty schemes: know what to avoid and how to improve them.
    7. Apply the ‘Moments of Truth’ analysis model (MOT) to the customer satisfaction journey.
    8. Design and present a customer satisfaction and loyalty scheme initiative for their organization.

Program Contents

  • Module 1 -
    Key Definitions
    • Customer satisfaction, retention, loyalty
    • Levels of customer loyalty
    • Barriers and enablers
    • Customer surprise, delight, shock
  • Module 2 -
    Key Loyalty Measures
    • Customer satisfaction index (CSI)
    • Customer retention rate (CRR)
    • Profitability impact of CRR
    • Customer life expectancy
    • Customer loyalty index
  • Module 3 -
    Loyalty And Profits
    • The cost of loyalty
    • Generally accepted accounting principles (GAAP)
    • Activity based costing (ABC)
    • Customer profitability
    • Best examples in Customer profitability
  • Module 4 -
    Customer Satisfaction Survey Design
    • Survey objectives and desired outcomes
    • Establishing the population of interest
    • Writing effective survey questions
    • Survey sampling methods
    • Analysis of customer surveys
  • Module 5 -
    Customer Satisfaction Surveys
    • Customer survey guidelines
    • Different survey metrics
    • Types of customer satisfaction surveys
    • Loyalty components
    • The importance of customer demographics
  • Module 6 -
    Segmenting Your Customers
    • Attitudinal and behavioral dimensions
    • Demographic variables, consumer and business
    • Customer profiling
    • Customer modelling
    • Types of business customers (B2B)
  • Module 7 -
    Impactful Customer Value Proposition
    • The value proposition definitions
    • Building the value proposition
    • Articulating the value proposition
    • Success criteria for the successful VP
    • Testing the viability of the VP
  • Module 8 -
    Building Customer Loyalty
    • How to foster loyalty
    • The 6p’s of customer loyalty
    • The two tier approach to customer loyalty
    • The laws of customer loyalty
    • Moments of Truth Analysis
  • Module 9 -
    Loyalty Schemes And Programs
    • Types of loyalty schemes and programs
    • Reasons to join and reasons to leave!
    • Rewards and perceived value
    • Customer data
    • Maximizing the results

Related Training Programs

  • Effective HR Strategy

  • Accelerate Your Creativity And Innovation

  • Strategic Negotiation

Event Navigation

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  • Crisis Communication »

Download Brochure

Training Program Quick Facts

ID: CS08E
Duration: 4 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

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