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Provided by: Meirc Training and Consulting Customer Loyalty Strategies and Measurement - DubaiBuilding Relationships |
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Certificate Program
Provided by Meirc Training and Consulting
By the end of the program, participants will be able to:
Understand 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 impact-full customer satisfaction surveys.
Define customer segments, profiles and models for maximum strategic as well as tactical impact.
Create Customer Value Propositions that work.
Understand loyalty schemes: what to avoid and how to improve them.
Related Jobs or Careers: All marketing staff at any level in the organization, CRM and data mining departments, market research, loyalty scheme managers.
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Customer Loyalty Strategies and Measurement - Dubai
Key Definitions
Customer Satisfaction, Retention, Loyalty and Delight and Levels of Loyalty
Measurements
Customer Satisfaction Index and Customer Retention Rate
Profit Impact of CRR
Customer Life Expectancy and Loyalty Index
Loyalty and Profits
General Accepted Accounting Principles (GAAP) Shortfall
Activity Based Costing (ABC)
Customer Profitability and the Whale Curve
Customer Profitability at Best Practice Companies
The Strategy Quadrant
Survey Design
Objective of the Survey, Population of Interest, Writing the Questions, Sampling Methods, Administration, Analysis and Reporting
Customer Satisfaction Surveys
Guidelines, Methods, Metrics, Transactional Satisfaction and Image-Based Satisfaction
Who and What to Measure
What and How to Ask
Segmenting Your Customers
Attitudinal and Behavioral Dimensions
Business to Business (B2B) and Types of Business Customers
Business to Consumer (B2C) and Customer Profile and Modeling
Key to Loyalty: A Customer Value Proposition that Works
A Powerful Value Proposition
The Voice of the Customer
Core Competencies and Core Values
Building Customer Loyalty
The 6 P s of Customer Loyalty and The Two Tier Approach
Tips, Ingredients and Laws of Customer Loyalty
Loyalty Schemes
Background and Expectations
Possible Pitfalls
Build a Successful Scheme
Cause Marketing and Customer Buy-in
Customer Satisfaction, Retention, Loyalty and Delight and Levels of Loyalty
Measurements
Customer Satisfaction Index and Customer Retention Rate
Profit Impact of CRR
Customer Life Expectancy and Loyalty Index
Loyalty and Profits
General Accepted Accounting Principles (GAAP) Shortfall
Activity Based Costing (ABC)
Customer Profitability and the Whale Curve
Customer Profitability at Best Practice Companies
The Strategy Quadrant
Survey Design
Objective of the Survey, Population of Interest, Writing the Questions, Sampling Methods, Administration, Analysis and Reporting
Customer Satisfaction Surveys
Guidelines, Methods, Metrics, Transactional Satisfaction and Image-Based Satisfaction
Who and What to Measure
What and How to Ask
Segmenting Your Customers
Attitudinal and Behavioral Dimensions
Business to Business (B2B) and Types of Business Customers
Business to Consumer (B2C) and Customer Profile and Modeling
Key to Loyalty: A Customer Value Proposition that Works
A Powerful Value Proposition
The Voice of the Customer
Core Competencies and Core Values
Building Customer Loyalty
The 6 P s of Customer Loyalty and The Two Tier Approach
Tips, Ingredients and Laws of Customer Loyalty
Loyalty Schemes
Background and Expectations
Possible Pitfalls
Build a Successful Scheme
Cause Marketing and Customer Buy-in
About The Training Provider: Meirc Training and Consulting
Meirc Training and Consulting - Meirc Training and Consulting offers a comprehensive range of training courses in Dubai and executive training in Dubai and outside the UAE in regions which include the Middle East, North Africa and Europe. Meirc has expertise in wide areas as follows:
Leadership and Management,
Interpersonal Skills,
Communication Skills,
Business Writing,
Human Resources Management,
Training and...
