Capturing Customer Loyalty
OVERVIEW
This webinar will outline the topic of Customer Loyalty:
- Outline the five dimensions of Customer Loyalty that increase their financial attractiveness for a company
- Describe the relationship of these behaviors and outcomes to the Customer’s level of Satisfaction with a company
- Link Customer Satisfaction results to positive financial outcomes such as Customer spending, sales growth and profit margin
- Demonstrate how Customers change their purchasing behavior (positively or negatively) based on changes in their Satisfaction
- Explore some of the common mistakes that many well-intentioned organizations commit when they strive to implement a Customer Satisfaction program
- Discuss some common characteristics of companies that drive performance through superior Customer Satisfaction