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
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
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.