Customer Satisfaction & Loyalty هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Day 1
Key definitions
· Customer satisfaction, retention, loyalty and delight
· Levels of loyalty
· Customer satisfaction and loyalty
· Customer delight
 
Day 2
Key loyalty measurements
· Customer Satisfaction Index and Customer Retention Rate
· 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 quadrant
 
Day 3
Customer satisfaction surveys
· Surveys and questionnaires
   > Objective of the survey
   > Population of interest
   > Writing the questions
   > Sampling methods
   > Administration and analysis
· Customer surveys guidelines
· Different survey metrics
· Types of satisfaction surveys: transactional vs image-based
· Who and what to measure
· How to ask
· Loyalty components
· The importance of demographics
 
Day 4
Segmenting your customers
· Attitudinal and behavioral dimensions
· Demographic variables, consumer and business
· Customer profiling
· Customer modeling
· Types of business customers (B2B)
Key to loyalty : A 'customer value proposition' that works
· The value proposition: definitions
· Why a value proposition
· Building the value proposition
· Articulating the value proposition
· The strong value proposition: conclusion
 
Day 5
Customer loyalty and loyalty schemes
· How to foster loyalty
· The 6 Ps of customer loyalty
· The two tier approach
· The laws of customer loyalty
· Loyalty schemes: background and justification
· Loyalty schemes: what to avoid
· Types of loyalty programs
· Reasons to join
· Different loyalty schemes
· Rewards and perceived value
· Maximizing the results تحديث بتاريخ 16 May, 2024