Customer Satisfaction and Loyalty: Strategies and Measurement

This course provides indept understanding of Improve customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way. It also includes a profitability dimension to any customer loyalty strategy. It helps customer service managers to plan, manage and analyze impactful customer satisfaction surveys and also define customer segments, profiles and models for maximum strategic as well as tactical impact.

All marketing staff at any level in the organization, CRM and data mining departments, market research, loyalty scheme managers and supervisors, product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision maker, department head or supervisor.

Certificate

By the end of the program, participants will be able to:

• Improve customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way.
• Include a profitability dimension to any customer loyalty strategy.
• Plan, manage and analyze impactful customer satisfaction surveys.
• Define customer segments, profiles and models for maximum strategic as well as tactical impact.
• Create Customer Value Propositions that work.
• Develop loyalty schemes: know what to avoid and how to improve them.

Global economics proves to us on a daily basis the organisational need for ‘fore-most’ and ‘leading’ talent in order to succeed in increasingly complex and competitive global markets. In order to achieve the ‘best’ possible result for organizations, developing the right talent is as much a necessity as hiring and retaining employees.

Who are we?

ZOE Talent Solutions is a global training and consulting firm that has been serving leading businesses in many countries. We specialise in capacity building and talent development solutions for individuals and organisations, through our highly customised courses and training sessions, in a wide array of disciplines.

What do we do?

ZOE assists organisations in identifying their most important goals, and guides management teams by working closely with each member, in making lasting improvements to their performance. This process thus promises a definite increase in revenue and savings and a higher Return On Investment (ROI). Over nearly a decade, our team has built a globally recommendable enterprise uniquely equipped skills including and not limited to coaching, facilitation , counselling and strategising.