Business organizations exist in a sea of change and those who influences them have become quite complex. To survive and prosper in today’s competitive environment, irrespective of the type of business concerned, a focus on the needs of the customers is paramount – if customer doesn’t get what they want, they go elsewhere and with the contemporary digital environment, going elsewhere has never been easier to do. As such customer retention has grown to be a strategic issue for organizations. The well-served customer, on the other hand, is an appreciating asset. Every small act on their behalf ups the odds for repeat business, add-on business and priceless word-of-mouth referral. This training workshop will look at the techniques that have emerged as a result of this type of thinking, and whilst there is attention giving to attracting – “Obtaining” – customers the emphasis is squarely on retaining and growing customers.
At the end of this interactive training workshop, participants should be able to:
- Understand how changes in their business environment impacts on their customers
- Understand how customer perception affects their profitability
- Understand customers’ needs and why they buy
- Understand how to attract customers
- Understand the economics of customer loyalty and growing customers In order to achieve this objectives, several examples, activities and case studies will be drawn from different companies in the real business world across industries to make the knowledge gained from this interactive training workshop most applicable.
Table Of Content
Topic 1: Why do customers count in business? Changes in the business environment
Topic 2: developing a customer oriented business the customer’s perception why do customers buy? Measures to improve performance
Topic 3: obtaining customers how do we attract customers? Obtaining customers Value based marketing Understanding needs Issues in 21st century marketing
Topic 4: retaining customers the economics of loyalty Customer equity Building customer equity Customer relationship Dimensions of service quality
Topic 5: growing customers
Marketing executives/managers, sales executives/managers, customer care service executives/managers, call center agents/managers, receptionists, secretaries, front desk officers, hotel supervisors/managers, fast food supervisors/managers, logistics officers/managers, operations officers/managers, HR admin/managers, supervisors/project managers, entrepreneurs, CEOs, etc.