Customer Satisfaction and Loyalty

Course Info

Length: 1 Week

Type: Online

Available Dates

Fees

  • May-30-2022

    1,340

  • June-20-2022

    1,340

  • July-04-2022

    1,340

  • Aug-15-2022

    1,340

  • Sep-26-2022

    1,340

  • Oct-10-2022

    1,340

  • Oct-24-2022

    1,340

  • Nov-07-2022

    1,340

  • Nov-28-2022

    1,340

  • Dec-12-2022

    1,340

  • Dec-20-2022

    1,340

  • Dec-26-2022

    1,340

  • Dec-27-2022

    1,340

  • Jan-17-2023

    1,340

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