Customer satisfaction is a measurement of a customer's attitude toward a product, a service, or a brand. It's usually measured by a customer satisfaction survey on a numerical scale. Customer loyalty is a set of behaviours and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or choosing the brand over a competitor.
To achieve customer satisfaction and loyalty, it s important to understand the difference between the two and how they can affect the success of marketing solutions.
Customer Satisfaction and Loyalty Training course will help each participant to be able to understand and develop highly productive strategies around customer satisfaction and loyalty.
The course blends customer service and marketing to give practical insight into the workings of such successful organizations. It covers concepts such as customer satisfaction and loyalty, customer segmentation, profitability, customer satisfaction surveys, the customer value proposition, and loyalty schemes, to help you create a roadmap that will take your organization to new heights
OBJECTIVES
By the end of The Customer Satisfaction and Loyalty Training course, participants 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 analyse 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 OUTLINE
Day 1
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
Day 2
Key loyalty measurements
Customer Satisfaction Index (CSI) and Customer Retention Rate (CRR)
Profit impact of CRR
Customer life expectancy
Customer loyalty index Day 3
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
Day 4
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
Day 5
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
Maximise the value you deliver
Understanding different customer styles
IN-HOUSE TRAINING
LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
www.lpcentre.com
DOCUMENTATION
High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
CERTIFICATES
Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
SCHEDULE
Our Course timings commence at 09:00AM12:45PM Or 01:00PM - 05:00PM.
REGISTRATION & PAYMENT
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
CANCELLATION AND REFUND POLICY
Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days notice is given then we will be unable to refund or cancel the booking unless on medical grounds. For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
TRAVEL AND TRANSPORT
We are committed to picking up and dropping off the participants from the airport to the hotel and back.
