Objective:
By the end of this training course, the participants will be able to:
- Understand and use proven Customer profiling techniques to segment Client accounts and individuals
- Understand the real, personal meaning of value and how it works with accurate profiling to generate winning strategies
- Understand the psychology of buying and how it differs in different segments
- Use tools and techniques to Profile business and develop separate strategies for each type
- Understand how to create meaningful surveys, that yield significant, actionable data
- How to use proven tools to manage and use Customer information
Content:
The Fundamentals of Customer Profiling Techniques and Procedures
- What is Customer Profiling?
- The Business Case for Customer Profiling
- Account Profiling and Strategies Resulting
- The History of Temperament Profiling
- The Myers-Briggs Type Indicator
- DISC Temperament Profiling System
- Customer Personae: How to develop and apply them?
- Understanding the Four Customer Temperament Styles
Customer Segmentation, Data Mining and Market Analysis
- SWOT Analyses
- PESTLE Analyses
- What are the benefits of Customer Segmentation?
- Using Segmentation to Gain Customer Insight and Market Penetration
- Data Mining
- Predictive Modelling
- Customer Lifecycle Management
Communication and Interpersonal Skills Development
- The Mind of the Customer – Why they sometimes just do not “get it”?
- The Importance of Understanding your Customer’s Body Language
- Identifying your Customer’s “Preferred Learning Style”
- Active Listening and Questioning Skills to Improve Communication Effectiveness
- Tips for Giving and Receiving Feedback
- Harnessing the Science of Persuasion
- Building Compelling Value Propositions that Get Results
Creating Wow! – How to use Profiling to create Raving Fans
- Moments of Truth
- WOW Factor: Customer “touch points”
- Mapping the Customer Journey
- Motivating Internal and External Customers
- The Benefits of Measuring and Monitoring Customer Satisfaction
- Best Practices for Creating a Customer Satisfaction Survey
Execution and Continuous Improvement
- Kaizen: The Japanese Art of Continuous Improvement
- Tools and techniques to manage Continuous Improvement
- Goal Setting
- Implementation Steps
- Taking the Team Along with You
- “My first three actions will be…”
For Whom:
This training course is suitable to a wide range of professionals but will greatly benefit:
- Customer Service Professionals
- Team Leaders & Supervisors
- Administrators
- HR & Training Professionals
- Accounts Personnel
- Sales & Marketing Professionals
- Public Relations Personnel