Customer Satisfaction and Loyalty
Available Date
Turning Customer Satisfaction into Lasting Loyalty
Satisfied customers may return, but loyal customers create far greater long-term value. Understanding what drives that loyalty—and how to measure, strengthen, and sustain it—is essential for organisations competing on customer experience.
The Customer Satisfaction and Loyalty course provides a practical approach to understanding customer expectations, measuring satisfaction and retention, and translating customer insight into stronger relationships. Across five days, you'll explore key measures such as Customer Satisfaction Index (CSI), Customer Retention Rate (CRR), and Customer Loyalty Index (CLI), alongside customer profitability and survey techniques.
You'll also learn how to manage expectations, analyse feedback, and develop cost-effective strategies that increase customer value, retention, and loyalty.
You'll learn how to:
- Understand the relationship between customer satisfaction, retention, and loyalty.
- Identify customer needs, expectations, and preferences.
- Develop strategies for meeting and exceeding customer expectations.
- Build and maintain stronger customer relationships.
- Measure satisfaction using Customer Satisfaction Index (CSI).
- Calculate and interpret Customer Retention Rate (CRR).
- Understand Customer Loyalty Index (CLI) and the factors influencing it.
- Connect customer retention and loyalty with profitability.
- Assess the costs associated with customer loyalty strategies.
- Use Activity-Based Costing (ABC) to understand customer profitability.
- Visualise customer profitability using the whale curve.
- Design effective customer satisfaction surveys and questionnaires.
- Analyse customer feedback and translate findings into improvements.
- Increase customer satisfaction while controlling service costs.
- Adapt customer approaches to deliver greater individual value.
