Keys to building customer loyalty in

CLIENT RELATIONSHIP

This training will enable you to develop a customer-oriented mindset, address customer demands with professionalism and empathy, and constructively handle dissatisfaction.

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Objectives

Intra

Our in-house sessions allow you to customize the training to your specific context and challenges, with specific anchoring options.

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Content

Training access time: The training can start 8 days after the agreement is signed or the OPCO support agreement is received.

Customer reviews*

4/5 (830 reviews)

Success rate*

97%

* These indicators are updated each year using consolidated data from previous years.

Source of indicators: List of trained learners/knowledge validation quiz/training evaluation

Last updated figures: 15/05/2024

Program

Training schedule

The customer journey and key moments

The persona
The pyramid of considerations
The design of the customer journey

Practical activities:

Complete your persona profile
Complete your customer journey map

Measuring customer satisfaction

Customer satisfaction
Collection and measurement methods

Practical activities:

Analyze customer satisfaction
Prepare a satisfaction measurement system.

The journey and design of the customer experience

The design of the customer journey
The customer experience wheel

Practical activities:

Prepare a satisfaction questionnaire

Managing dissatisfactions and the underlying reasons

Handling Dissatisfaction – The DESC Method
The emotion map

Practical activities:

Prepare at least 2 client sessions using DESC
Choose 3 emotions and imagine what the customer says when they express that emotion

Build a client community

The checklist for creating a customer community
The matrix of key success factors for uniting and developing a community

After the training

Knowledge validation questionnaire

Before each session

Participants complete the corresponding e-learning module.

During the session

The trainer facilitates with quizzes, individual or collaborative exercises, challenges, and role-playing.

After each session

Participants complete practical exercises relevant to their own context.

TRAINING MODALITIES

Public

Reception or customer relationship staff, sales functions in contact with the customer, receptionists, customer advisors, after-sales service operators.

All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.

Prerequisites

A positioning questionnaire is sent before the start of the training to assess the level before entering the training.

Evaluation

At the end of the training, participants will receive a questionnaire to validate their learning and establish the extent to which the training objectives have been achieved.

The results of this questionnaire will be provided to the client at the end of the training, during a post-training follow-up meeting (debriefing).

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Customer loyalty

Customer loyalty is a crucial element for any company wishing to ensure its sustainability in a competitive market. But what exactly is customer loyalty? Customer loyalty involves cultivating and maintaining long-term relationships with your customers, to encourage them to return regularly and recommend your products or services to others. This strategy is based on customer satisfaction, trust and a sense of belonging to a brand.

Customer loyalty: understand the issues and customer expectations

To build customer loyalty, it is essential to understand their needs and expectations. An effective approach often involves personalizing interactions with each client, using appropriate segmentation and targeting techniques. For example, sending personalized promotional offers or product recommendations based on previous purchases can strengthen the bond with the customer.

Customer loyalty: using digital tools

In a context of remote customer relations and increasing digitalization, companies must adapt by offering innovative solutions to build customer loyalty. Digital tools such as mobile applications, social networks, and online loyalty programs can be valuable assets for maintaining constant engagement with customers, even remotely.

Let's take a concrete example of customer loyalty. Imagine that an online clothing store launches a loyalty program offering reward points for each purchase. These points can be exchanged for discounts or exclusive benefits, thus encouraging customers to return regularly to accumulate points and benefit from additional advantages.

Customer loyalty: a powerful marketing lever

Customer loyalty is also a powerful marketing tool. By building customer loyalty, a company can reduce the costs of acquiring new customers and increase the lifetime value of each existing customer. In addition, loyal customers tend to spend more and recommend the brand to others, which contributes to the company's growth and reputation.

Customer loyalty: more than just a commercial transaction

Why is customer relationship so important? Customer relationship goes far beyond a simple business transaction. It creates an emotional connection between the company and its customers, fostering long-term loyalty and satisfaction. By investing in customer loyalty, a company demonstrates its commitment to its customers and strengthens its position in the market.

In summary, customer loyalty is an essential pillar of any company's commercial strategy. By developing effective loyalty techniques, improving the customer experience, and cultivating lasting relationships, companies can ensure their long-term success in a constantly evolving competitive environment.