Customer Satisfaction and Loyalty

Course Info

Date: Jan-24-2023

Length: 1 Week

City: Madrid

Fees: 4,300

Type: In Classroom

Available Dates

  • May-23-2022

    Madrid

  • June-13-2022

    Madrid

  • July-04-2022

    Madrid

  • Aug-22-2022

    Madrid

  • Sep-12-2022

    Madrid

  • Oct-17-2022

    Madrid

  • Oct-31-2022

    Madrid

  • Nov-07-2022

    Madrid

  • Nov-28-2022

    Madrid

  • Dec-12-2022

    Madrid

  • Dec-26-2022

    Madrid

  • Dec-27-2022

    Madrid

  • Jan-24-2023

    Madrid

  • Feb-28-2023

    Madrid

  • Mar-28-2023

    Madrid

  • Apr-25-2023

    Madrid

Dates in Other Venues

  • May-30-2022

    London

  • May-30-2022

    Dubai

  • May-30-2022

    Zurich

  • June-06-2022

    Kuala Lumpur

  • June-06-2022

    Istanbul

  • June-06-2022

    London

  • June-13-2022

    Dubai

  • June-13-2022

    Bangkok

  • June-20-2022

    Paris

  • June-20-2022

    Zurich

  • June-20-2022

    Barcelona

  • June-27-2022

    London

  • June-27-2022

    Dubai

  • June-27-2022

    Amsterdam

  • July-04-2022

    London

  • July-04-2022

    Dubai

  • July-04-2022

    Bangkok

  • July-11-2022

    Amsterdam

  • July-18-2022

    Kuala Lumpur

  • July-25-2022

    Istanbul

  • July-25-2022

    Paris

  • July-25-2022

    London

  • July-25-2022

    Dubai

  • July-25-2022

    Zurich

  • July-25-2022

    Barcelona

  • Aug-08-2022

    Paris

  • Aug-08-2022

    Dubai

  • Aug-08-2022

    Zurich

  • Aug-08-2022

    Amsterdam

  • Aug-08-2022

    Barcelona

  • Aug-15-2022

    London

  • Aug-15-2022

    Kuala Lumpur

  • Aug-22-2022

    Istanbul

  • Aug-22-2022

    Dubai

  • Aug-29-2022

    London

  • Aug-29-2022

    Bangkok

  • Sep-05-2022

    London

  • Sep-12-2022

    Istanbul

  • Sep-12-2022

    Paris

  • Sep-12-2022

    Dubai

  • Sep-12-2022

    Zurich

  • Sep-12-2022

    Amsterdam

  • Sep-12-2022

    Barcelona

  • Sep-19-2022

    Bangkok

  • Sep-26-2022

    Kuala Lumpur

  • Sep-26-2022

    London

  • Sep-26-2022

    Dubai

  • Oct-03-2022

    Istanbul

  • Oct-03-2022

    London

  • Oct-03-2022

    Dubai

  • Oct-03-2022

    Zurich

  • Oct-10-2022

    Kuala Lumpur

  • Oct-10-2022

    Amsterdam

  • Oct-10-2022

    Bangkok

  • Oct-17-2022

    Paris

  • Oct-17-2022

    London

  • Oct-17-2022

    Dubai

  • Oct-17-2022

    Barcelona

  • Oct-24-2022

    Istanbul

  • Oct-24-2022

    Zurich

  • Oct-31-2022

    Kuala Lumpur

  • Oct-31-2022

    Paris

  • Oct-31-2022

    Amsterdam

  • Oct-31-2022

    Bangkok

  • Oct-31-2022

    Barcelona

  • Nov-07-2022

    Paris

  • Nov-07-2022

    Bangkok

  • Nov-07-2022

    Barcelona

  • Nov-14-2022

    Kuala Lumpur

  • Nov-14-2022

    Istanbul

  • Nov-14-2022

    London

  • Nov-14-2022

    Dubai

  • Nov-14-2022

    Zurich

  • Nov-14-2022

    Amsterdam

  • Nov-21-2022

    Paris

  • Nov-21-2022

    Bangkok

  • Nov-21-2022

    Barcelona

  • Nov-28-2022

    Kuala Lumpur

  • Nov-28-2022

    Istanbul

  • Nov-28-2022

    London

  • Nov-28-2022

    Dubai

  • Nov-28-2022

    Zurich

  • Nov-28-2022

    Amsterdam

  • Dec-05-2022

    Kuala Lumpur

  • Dec-05-2022

    Istanbul

  • Dec-05-2022

    London

  • Dec-05-2022

    Zurich

  • Dec-05-2022

    Amsterdam

  • Dec-12-2022

    Paris

  • Dec-12-2022

    Dubai

  • Dec-12-2022

    Bangkok

  • Dec-12-2022

    Barcelona

  • Dec-19-2022

    Kuala Lumpur

  • Dec-19-2022

    Istanbul

  • Dec-19-2022

    Zurich

  • Dec-19-2022

    Amsterdam

  • Dec-20-2022

    Paris

  • Dec-20-2022

    Kuala Lumpur

  • Dec-20-2022

    Zurich

  • Dec-20-2022

    Amsterdam

  • Dec-20-2022

    Bangkok

  • Dec-20-2022

    Barcelona

  • Dec-26-2022

    Paris

  • Dec-26-2022

    London

  • Dec-26-2022

    Dubai

  • Dec-26-2022

    Bangkok

  • Dec-26-2022

    Barcelona

  • Dec-27-2022

    Paris

  • Dec-27-2022

    London

  • Dec-27-2022

    Dubai

  • Dec-27-2022

    Zurich

  • Dec-27-2022

    Amsterdam

  • Dec-27-2022

    Bangkok

  • Dec-27-2022

    Barcelona

  • Jan-03-2023

    Kuala Lumpur

  • Jan-10-2023

    Istanbul

  • Jan-10-2023

    London

  • Jan-10-2023

    Dubai

  • Jan-17-2023

    Paris

  • Jan-17-2023

    Zurich

  • Jan-17-2023

    Amsterdam

  • Jan-17-2023

    Bangkok

  • Jan-17-2023

    Barcelona

  • Jan-31-2023

    London

  • Jan-31-2023

    Dubai

  • Feb-07-2023

    Kuala Lumpur

  • Feb-07-2023

    London

  • Feb-14-2023

    Istanbul

  • Feb-14-2023

    Dubai

  • Feb-21-2023

    Paris

  • Feb-21-2023

    Zurich

  • Feb-21-2023

    Amsterdam

  • Feb-21-2023

    Bangkok

  • Feb-21-2023

    Barcelona

  • Feb-28-2023

    London

  • Feb-28-2023

    Dubai

  • Mar-07-2023

    Kuala Lumpur

  • Mar-07-2023

    London

  • Mar-07-2023

    Dubai

  • Mar-14-2023

    Istanbul

  • Mar-21-2023

    Paris

  • Mar-21-2023

    Dubai

  • Mar-21-2023

    Zurich

  • Mar-21-2023

    Amsterdam

  • Mar-21-2023

    Bangkok

  • Mar-21-2023

    Barcelona

  • Mar-28-2023

    London

  • Apr-04-2023

    Kuala Lumpur

  • Apr-04-2023

    London

  • Apr-11-2023

    Istanbul

  • Apr-11-2023

    Dubai

  • Apr-18-2023

    Paris

  • Apr-18-2023

    Zurich

  • Apr-18-2023

    Bangkok

  • Apr-18-2023

    Amsterdam

  • Apr-18-2023

    Barcelona

  • Apr-25-2023

    London

  • Apr-25-2023

    Dubai

  • May-09-2023

    Kuala Lumpur

  • May-09-2023

    Istanbul

  • May-09-2023

    Paris

  • May-09-2023

    London

  • May-09-2023

    Dubai

  • May-09-2023

    Barcelona

  • May-16-2023

    Bangkok

  • May-16-2023

    Amsterdam

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