Customer Satisfaction and Loyalty

Course Info

Length: 1 Week

Type: In Classroom

Available Dates

Venue

  • Dec-16-2024

    London

  • Dec-16-2024

    Amsterdam

  • Dec-23-2024

    Istanbul

  • Dec-23-2024

    Paris

  • Dec-30-2024

    Kuala Lumpur

  • Dec-30-2024

    Singapore

  • Jan-06-2025

    Kuala Lumpur

  • Jan-06-2025

    Istanbul

  • Jan-13-2025

    Singapore

  • Jan-13-2025

    Paris

  • Jan-20-2025

    Amsterdam

  • Jan-20-2025

    London

  • Jan-27-2025

    Barcelona

  • Jan-27-2025

    Dubai

  • Feb-03-2025

    Kuala Lumpur

  • Feb-03-2025

    Istanbul

  • Feb-10-2025

    Paris

  • Feb-10-2025

    Singapore

  • Feb-17-2025

    Amsterdam

  • Feb-17-2025

    London

  • Feb-24-2025

    Dubai

  • Feb-24-2025

    Barcelona

  • Mar-03-2025

    Istanbul

  • Mar-03-2025

    Kuala Lumpur

  • Mar-10-2025

    Singapore

  • Mar-10-2025

    Paris

  • Mar-17-2025

    London

  • Mar-17-2025

    Amsterdam

  • Mar-24-2025

    Dubai

  • Mar-24-2025

    Barcelona

  • Apr-07-2025

    Kuala Lumpur

  • Apr-07-2025

    Istanbul

  • Apr-14-2025

    Singapore

  • Apr-14-2025

    Paris

  • Apr-21-2025

    London

  • Apr-21-2025

    Amsterdam

  • Apr-28-2025

    Dubai

  • Apr-28-2025

    Barcelona

  • May-05-2025

    Kuala Lumpur

  • May-05-2025

    Istanbul

  • May-12-2025

    Singapore

  • May-12-2025

    Paris

  • May-19-2025

    London

  • May-19-2025

    Amsterdam

  • May-26-2025

    Dubai

  • May-26-2025

    Barcelona

  • June-02-2025

    Istanbul

  • June-02-2025

    Kuala Lumpur

  • June-09-2025

    Paris

  • June-09-2025

    Singapore

  • June-16-2025

    London

  • June-16-2025

    Amsterdam

  • June-23-2025

    Barcelona

  • June-30-2025

    Dubai

  • June-30-2025

    Istanbul

  • June-30-2025

    Kuala Lumpur

  • July-07-2025

    Istanbul

  • July-07-2025

    Kuala Lumpur

  • July-14-2025

    Singapore

  • July-14-2025

    Paris

  • July-21-2025

    London

  • July-21-2025

    Amsterdam

  • July-28-2025

    Dubai

  • July-28-2025

    Barcelona

  • Aug-04-2025

    Kuala Lumpur

  • Aug-04-2025

    Istanbul

  • Aug-11-2025

    Paris

  • Aug-11-2025

    Singapore

  • Aug-18-2025

    Amsterdam

  • Aug-18-2025

    London

  • Aug-25-2025

    Barcelona

  • Aug-25-2025

    Dubai

  • Sep-01-2025

    Istanbul

  • Sep-01-2025

    Kuala Lumpur

  • Sep-08-2025

    Paris

  • Sep-08-2025

    Singapore

  • Sep-15-2025

    London

  • Sep-15-2025

    Amsterdam

  • Sep-22-2025

    Barcelona

  • Sep-29-2025

    Dubai

  • Sep-29-2025

    Istanbul

  • Sep-29-2025

    Kuala Lumpur

  • Oct-06-2025

    Istanbul

  • Oct-06-2025

    Kuala Lumpur

  • Oct-13-2025

    Paris

  • Oct-13-2025

    Singapore

  • Oct-20-2025

    London

  • Oct-20-2025

    Amsterdam

  • Oct-27-2025

    Dubai

  • Oct-27-2025

    Barcelona

  • Nov-03-2025

    Kuala Lumpur

  • Nov-03-2025

    Istanbul

  • Nov-10-2025

    Paris

  • Nov-10-2025

    Singapore

  • Nov-17-2025

    Amsterdam

  • Nov-17-2025

    London

  • Nov-24-2025

    Barcelona

  • Nov-24-2025

    Dubai

  • Dec-01-2025

    Istanbul

  • Dec-01-2025

    Kuala Lumpur

  • Dec-08-2025

    Paris

  • Dec-08-2025

    Singapore

  • Dec-15-2025

    London

  • Dec-15-2025

    Amsterdam

  • Dec-22-2025

    Barcelona

  • Dec-29-2025

    Kuala Lumpur

  • Dec-29-2025

    Dubai

  • Dec-29-2025

    Istanbul

Course Details

Course Outline

5 days course

 

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
  • Maximise the value you deliver
  • Understanding different customer styles

Course Video