Course description
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
Upcoming start dates
Upcoming start dates
Suitability - 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.
Outcome / Qualification etc.
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
Training Course Content
Day 1
Introduction toCustomer 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
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
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
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London Premier Centre
London Premier Centre is a UK leading training provider based in London and specialises in international short courses. Our inspiring, comprehensive portfolio of more than 400 professional development courses and seminars covers a wide range of professions from Administration, Leadership,...