CUSTOMER RETENTION AND LOYALTY TRAINING

Objective:

Upon completing this Customer Retention and Loyalty Training Program successfully, participants will be able to:

• Enhance customer satisfaction
• Empathize with the customer and understand their requirements
• Identify the values required for excelling in customer service
• Recognize the importance of customer service and use a customer-focused approach
• Increase customer retention and loyalty
• Build a customer loyalty strategy to increase profits
• Analyse customer behaviours and have a high-level customer satisfaction index
• Develop a customer loyalty strategy and customize it to fit the requirements
• Understand the nature of customer loyalty and apply it in relationships

Content:

Know and Understand Your Customer

• Define Customer Retention
• Understand Customer Loyalty
• Understand the key customer requirements
• Know Customer Delight and differentiate it from delivering the basics
• Create a journey path and define the ways of creating customer loyalty
• Understanding customer expectations

Measuring Loyalty

• Find ways to measure current customer loyalty
• Find the current reality of the methods measuring retention
• Use SMART goals to create a vision – know the current reality and the place where you want to reach
• Understand the benefits of customer retention

Using the Data

• Use CRM and analytics to know customer needs
• Key Loyalty Measurements
• Use Customer Satisfaction Index to find the real picture
• Create a survey design
• Track the customer retention rate

Understand Why Customers Don’t Stay

• Problems in demand fulfilment
• Why do customers move away?
• Problems that result in sales loss

Segment the Customer Base

• The role of culture and personality in recognizing behaviour
• A Territory Driven Approach
• Customer Segmentation | B2B, B2C, Demographics

Listen to Their Requirements and What Will Make Them Happy

• Create empathy with the customer
• Recognize the role of listening
• What are the levels of listening?
• Improve Listening step-by-step
• Difference between listening and hearing
• Managing conflicts with ease

Creating Customer Loyalty – 1

• What are the 8 ways to retain customers?
• Learning 4 Steps of Exceptional Customer Loyalty
• Top 6 customer retention tactics

Creating Customer Loyalty – 2

• Build a model for customer loyalty
• Tips to ensure customer delight
• Build Customer Loyalty Schemes

For Whom:

• Sales and marketing team employees
• Strategic Planners in the Customer Loyalty Department
• Team Managers
• Customer-facing executives
• Team leaders in Customer-facing teams / Contact Centres