The previous listed seminar Customer Satisfaction vs.. Customer Loyalty - The Difference is surviving or thriving is focused on general understanding. It?s primary aim is ensure that the participant fully understands the critical importance of focusing on the customer and how Customer Satisfaction is not a very strong standard.
The next step is to get to the meat of the challenges, what is needed to get everyone on board, developing a spirit of Developing Customer Loyalty within an organization, how to measure it and how to sustain it throughout to ensure that we not only create loyal customers but we maintain loyal customers
Seminar #1 ? Increased Sustained Profitability ? Developing A Customer Loyalty Strategy
· How we have measured up to now & how we need to measure
· How customers define perceived value
· Why you want loyal customers
· How to define loyal customer worth
· How to get FREE advertising
Seminar #2 ? Key Measurements for Building a Loyal Customer Base
· Measuring loyal customers
· Creating a customer Loyalty Score
· How Loyal Employees play a role
· And what are Neutralizers and Diminishers
Seminar #3 ? The Power of Customer Loyalty ? Points of Connection
· Points of Connection
· Allowing your customer?s voice to participate in the organization
· What to do with a customer?s complaint