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Customer Satisfaction and Loyalty

  /  Customer Satisfaction and Loyalty
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Customer Satisfaction and Loyalty

Course Objectives

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

  • Explain customer satisfaction, retention and loyalty and measure them in a meaningful and systematic way
  • Defend the use of a profitability dimension to any customer loyalty strategy
  • Arrange, plan and manage 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 effective loyalty schemes: know what to avoid and how to improve them

Target Audience

All marketing staff at any level in the organization, Customer Relationship Management (CRM) 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.

Target Competencies

  • Customer orientation
  • Balanced decision making
  • Results orientation
  • Understanding prospect’s motivation
  • Integrative ability
  • Problem and situation analysis

Event Details

Date: February 15 @ 8:00 am - 5:00 pm
Time: 8:00 am - 5:00 pm
Venue: Pretoria South Africa
Organizer Name: Miss Jeanette K Tshehla
Phone: +27128467009
Address: Pretoria South Africa

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