Customer Satisfaction and Loyalty

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • Mar-25-2024

    Kuala Lumpur

  • Apr-29-2024

    Kuala Lumpur

  • May-27-2024

    Kuala Lumpur

  • June-24-2024

    Kuala Lumpur

  • July-29-2024

    Kuala Lumpur

  • Aug-26-2024

    Kuala Lumpur

  • Sep-30-2024

    Kuala Lumpur

  • Oct-28-2024

    Kuala Lumpur

  • Nov-25-2024

    Kuala Lumpur

  • Dec-30-2024

    Kuala Lumpur

Dates in Other Venues

  • Mar-04-2024

    Paris

  • Mar-04-2024

    Singapore

  • Mar-11-2024

    Dubai

  • Mar-11-2024

    Barcelona

  • Mar-18-2024

    Amsterdam

  • Mar-18-2024

    London

  • Mar-25-2024

    Istanbul

  • Apr-01-2024

    Paris

  • Apr-01-2024

    Singapore

  • Apr-08-2024

    Barcelona

  • Apr-08-2024

    Dubai

  • Apr-15-2024

    Amsterdam

  • Apr-15-2024

    London

  • Apr-22-2024

    Istanbul

  • Apr-22-2024

    Paris

  • Apr-29-2024

    Singapore

  • May-06-2024

    Singapore

  • May-06-2024

    Paris

  • May-13-2024

    Barcelona

  • May-13-2024

    Dubai

  • May-20-2024

    London

  • May-20-2024

    Amsterdam

  • May-27-2024

    Istanbul

  • June-03-2024

    Singapore

  • June-03-2024

    Paris

  • June-10-2024

    Dubai

  • June-10-2024

    Barcelona

  • June-17-2024

    Amsterdam

  • June-17-2024

    London

  • June-24-2024

    Istanbul

  • July-01-2024

    Paris

  • July-01-2024

    Singapore

  • July-08-2024

    Dubai

  • July-08-2024

    Barcelona

  • July-15-2024

    London

  • July-15-2024

    Amsterdam

  • July-22-2024

    Paris

  • July-22-2024

    Istanbul

  • July-29-2024

    Singapore

  • Aug-05-2024

    Singapore

  • Aug-05-2024

    Paris

  • Aug-12-2024

    Barcelona

  • Aug-12-2024

    Dubai

  • Aug-19-2024

    London

  • Aug-19-2024

    Amsterdam

  • Aug-26-2024

    Istanbul

  • Sep-02-2024

    Paris

  • Sep-02-2024

    Singapore

  • Sep-09-2024

    Dubai

  • Sep-09-2024

    Barcelona

  • Sep-16-2024

    London

  • Sep-16-2024

    Amsterdam

  • Sep-23-2024

    Istanbul

  • Sep-23-2024

    Paris

  • Sep-30-2024

    Singapore

  • Oct-07-2024

    Paris

  • Oct-07-2024

    Singapore

  • Oct-14-2024

    Dubai

  • Oct-14-2024

    Barcelona

  • Oct-21-2024

    London

  • Oct-21-2024

    Amsterdam

  • Oct-28-2024

    Istanbul

  • Nov-04-2024

    Paris

  • Nov-04-2024

    Singapore

  • Nov-11-2024

    Dubai

  • Nov-11-2024

    Barcelona

  • Nov-18-2024

    Amsterdam

  • Nov-18-2024

    London

  • Nov-25-2024

    Istanbul

  • Dec-02-2024

    Paris

  • Dec-02-2024

    Singapore

  • Dec-09-2024

    Barcelona

  • Dec-09-2024

    Dubai

  • Dec-16-2024

    London

  • Dec-16-2024

    Amsterdam

  • Dec-23-2024

    Paris

  • Dec-23-2024

    Istanbul

  • Dec-30-2024

    Singapore

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