Customer Loyalty: Strategy and Application - Fostering Customer Loyalty through Effective Engagement and Service Strategies

About the Course

Successful businesses appreciate:

The numerous competitive advantages resulting from understanding their customers’ needs and expectations and enhancing their customers’ experiences.

And that customer dissatisfaction with any interaction can result in lost sales, higher customer churn, increased operating costs, and negative comments easily spread via social media.

The payback to you, your team, and the organization for investing in improved customer satisfaction and loyalty

Every organization’s service objective and its many challenges in achieving that objective

Designing the value and experiences you want to provide your customers

Describing your ideal customer relationship

Delivering positive customer experiences while building relationships

Mapping your customer’s experiences from products and services to positive emotions

The significance of employee behavior on service delivery – the ‘Service Profit Chain’ from employees as experience creators to loyal customers

Utilizing proven leadership techniques to orient employee behavior toward the customer

Recovering from mistakes and addressing upset customers

Four differentiating characteristics of effective service leaders.

Course Objective

In the Customer Experience Survey, two-thirds of the respondents say their companies compete on the quality of customer experience, and over 75% say that very soon, they will be competing primarily or completely based on customer experience.

Other research predicts that customer experience will overtake price and product as an organization’s primary differentiator.

Relying only on customer complaints to gauge customer satisfaction is a slippery slope since research shows that for every customer who complains to an organization, there are, on average, 26 others who don’t bother and are at risk of ‘talking with their feet.’ Without a process for monitoring its relationship with its customers, it’s easy for a business to miss signs that customers are ‘shopping’ the competition.

Who is the Target Audience?

Advance – Intermediate, Any organization providing service to its customers.

Basic Knowledge

No Prior Knowledge is required