PROGRAMME INTRODUCTION
Today’s customer puts a lot of value on how well a company delivers on its basic promises, solves day-to-day problems and helps them avoid future issues. A recent research from a leading advisory firm uncovers that delighting customers with conventional wisdom of delivering ‘above and beyond’ during service, support or other customer care interactions is no more likely to lead to higher repeat sales, increase of sales or positive word-of-mouth than simply meeting their expectations. To build customer loyalty, companies need to actually think like the customer. This requires a shift in mindset from stop thinking ‘exceed expectations’, to start thinking ‘make it easy.’ The research shows that 94 percent of customers who have a ‘low-effort’ service experience will buy from that same company again.
This 2-day programme is designed to bring to light some of the recent findings on what impacts customer loyalty and how to mitigate customer disloyalty. It will reveal some specific obstacles that companies take for granted, but frustrate customers on a regular basis.
At the end of this programme, participants should be able to:
- Build positive and trusting relationship with customer quickly and effectively
- Use positive language to mitigate customer negative emotions
- Create a differentiated service experience to differentiate their brand in the market
- Identify the key drivers of customer disloyalty and how to avoid it
- Manage and solve customer’s problems proactively, quickly and effectively