Customer Care and Loyalty

PROGRAM: The focus of the course will be on actions that can contribute to increasing customer loyalty, through careful management of the services provided, the identification and prediction of their needs and the constant monitoring of their satisfaction.

OBJECTIVES: To understand how important it is for each company to have a clear, shared and executed strategy to maximize customer “loyalty” and to ensure, over time, the generation of direct and indirect value.

SUBJECTS:

Back to training courses

• Concept of customer loyalty, calculation of its value.

• 360° customer-centric view and why it is important.

• The processes to implement: listening, customer care, call center, cross selling and up selling.

• Customer perception and expectations, customer satisfaction.

• CRM and Marketing Automation as a winning strategy.