Customer Satisfaction and Loyalty Masterclass In-House Training Course

Course overview

For any type of business or government entity to succeed, it must content its customers’ needs and desires, resulting in their satisfaction and loyalty to you. This in turn converts them into clients who come to you over and over again, often bringing new consumers with them. Such satisfied and loyal customers are the core of every success story in the UAE and globally.

The importance of satisfaction and loyalty is difficult to overestimate. In this Masterclass, trainees study the real value of satisfaction and loyalty for their organizations, and understand how to identify and provide superior service, satisfy client expectations and build and maintain loyalty. The Masterclass covers the relevant best practices worldwide to produce and execute a first-rate strategy that will bring your organization to new heights.

Key aspects of customer satisfaction and loyalty as well as personal skills are provided in the course sessions. After the Masterclass you will be able to:

• Recognize all types and key factors of client satisfaction and loyalty
• Get insights about new ways of getting higher Customer Satisfaction
• Maximize the results of consumer loyalty schemes and programs
• Competently measure and monitor Satisfaction and Loyalty indicators
• Apply the latest & best practices to achieve top-level satisfaction and loyalty

Who Should Attend

• Marketing Professionals
• Sales Specialists
• Brand Managers
• Customer Service and Customer Relations Professionals
• HR Managers
• CX Managers
• Manager of all levels
• All those who are responsible for any part of Customer Experience Journey
• Anyone who wants to improve customer satisfaction and loyalty

What will you gain

This certified Atton Institute Masterclass provides participants with all necessary qualifications in Consumers Loyalty and Satisfaction. Upon completion, participants will:

• Build a customer-centric mind-set that influences the organization’s structure
• Understand the importance of Customer Satisfaction for your organization
• Recognize the relationship between customer satisfaction and loyalty
• Get great career prospects via the evolution of your professional competencies
• Implement an efficient Client Satisfaction management structure and system
• Plan and efficiently manage stunning loyalty schemes and programs
• Learn customer satisfaction and loyalty measurement tools and techniques
• Explore the right metrics for measuring the true value of loyalty and satisfaction
• Understand the modern ways and means to improve customer satisfaction
• Enhance customer satisfaction and loyalty with a detailed plan and strategy
• Improve the level of customer satisfaction rate, retention and loyalty
• Design a Clients Loyalty and Satisfaction strategy that will boost growth

Course content

• Introduction to the Course and Defining the Key Goals for the Session
• Basic Knowledge and Understanding What Customers Loyalty and Happiness Means
  • Customer Loyalty – its key elements and role
  • Customer Happiness – why you must care about it
  • Best practices of building customer-centric mindset
  • Why loyalty and happiness of customers are the win-win for business and customers
• Types of Loyalty – Defining and Understanding
  • Main types of loyalty: no loyalty, inertia, latent and premium loyalty
  • Monogamous vs. polygamous loyalty
  • Behavioural and attitudinal loyalty
  • How to foster loyalty and laws of customer loyalty
• Customer Loyalty Schemes and Programs – Reviewing Pros and Cons
  • Never, light, heavy and extreme loyalty program users – detailed review of each type
  • Incentives you need to offer your clients to join – advantages of loyalty schemes
  • Maximizing the results of your loyalty programs for both parties
• Key Loyalty & Satisfaction – how to measure Expectations and Loyalty Indexes
  • Customer expectation and loyalty indexes and customer retention rate
  • Customer life expectancy and loyalty index
  • Profit impact of customer retention rate
  • Loyalty and profits – how we can measure the real value of loyalty
• The Nexus Between Loyalty & Happiness – How They Are Related
  • Key reasons why loyalty and happiness are so important for success of any organization
  • Challenges of continuity of service for targeted loyalty & happiness
  • Quick guide: 5 easy steps which significantly boost customer happiness and loyalty
• Customer Happiness Initiative Worldwide and in the UAE
  • Customer Happiness as the measurement of Customer Experience
  • Customer experience and its elements – Customer Service and Satisfaction
  • Reasons why Customer Happiness became so important
  • How to achieve highest level of happiness of your customers
• UAE Government Initiative in the Customer Happiness Programs
  • Why UAE government actively participates in the country’s happiness initiative
  • Benefits you gain when you follow the customer happiness programs
  • UAE Customer Happiness Ministry and its role
• How to Measure and Monitor Happiness? Best Tools You Must Know
  • Attribute satisfaction
  • Expectation vs Perception
  • Intention to return or repurchase
  • Customer happiness index
• Praxis on How to Implement the Course Knowledge
  • Reviewing the Customer loyalty and happiness at the place of your work
  • Implanting the loyalty & happiness program into the existing strategy and praxis