Building Customer Loyalty
Product Code: PB027 Time: 13 Minute(s)

Summary:

Customers expect and even demand excellent customer service. In exchange, they will give you their undying customer loyalty. This program will help you learn the difference between customer satisfaction and customer loyalty. You'll also learn techniques to improve customer service and how to close the gap between customer satisfaction and customer loyalty.

Outline:

  • Introduction
  • Building Customer Loyalty
  • Customer Satisfaction vs. Customer Loyalty
  • The LAST Model
  • Understanding Customers
  • Closing the Gap
  • Summary

Applicability:

Non-Managers, Front Line Managers, Mid-Level Managers

Author(s):

Anne Bruce

Technical Requirements:

Any Pentium-class PC with 64MB Ram. Windows 95, 98, NT, ME, 2000, or XP. 90MB disk space required for the Mobile Learner. Internet Explorer 5.0 or higher required. 56K minimum connection speed. Windows Media Player. JavaScript must be enabled. Java permissions. Microsoft VM or Sun Java VM 1.4. Netscape and AOL browsers not supported.

Copyright Information:


    Terms of Use:

    None

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