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Course
Title: Creating Customer Loyalty
(Winning Customers and Keeping Them for Life)
Until recently, winning and keeping customers was fairly straightforward - we did a good job of meeting their needs at a price they thought was fair, and they stayed with us.
In today's marketplace however, it's not that simple. Simply meeting customers' needs is no longer an accurate predictor of customer loyalty. How do we account for this change? And more importantly, what do we do about it?
This highly interactive and thought provoking one-day workshop answers both questions. You'll learn why these changes are occurring, and you'll learn exactly what it takes for you, regardless of your position or job function, to make an immediate impact on your customers' loyalty.
WORKSHOP OVERVIEW
SECTION 1 - PERSPECTIVE
In section one we establish the perspective for the workshop and the context for learning by examining the relationship between business and the customer, and what that relationship is based on.
We'll discuss how the customer perceives value, and how that perception has changed in recent years. And we'll do an interesting exercise that will open your eyes to why customers think and behave the way they do today.
SECTION 2 - TODAY'S CUSTOMER
In section two we take an in-depth look at what makes today's customer tick. We begin by building a profile of today's customer, and then we evaluate the implications with an eye-opening exercise.
Section 3 - THE AGE OF TRUST
In the third section we identify the specific values and behaviors necessary to capture the loyalty of today's customer and compare them to our current values and behaviors. We then identify the differences between the two and analyze the impact they are having on customer loyalty.
SECTION 4 - MEETING THE CHALLENGE
In section four you'll examine your personal role in creating customer loyalty, and specifically what you can do to improve it every day in every facet of your job, regardless of your position or job function.
Please click here to contact us
for course availability and pricing details.
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Please click here to contact us
for course availability and pricing details.
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