Loyalty Management
It costs us between 5 and 7 times more money to get new customers than to keep the ones we already have. We know that 10% of our clients will leave after one year.
Is it worthwhile investing money and resources in order to capture new customers, when we do not know how to keep the ones we already have?
With Loyology you will discover tools and techniques that will provide you with everything you need to know in order to offer unique experiences and secure customer loyalty.
We help businesses discover concepts, tools and practices that will show them how the art of loyalty is within every organisation’s reach.
Find out how
Loyalty Practitioner Programme
Loyalty Practitioner Programme
An introductory programme on the discipline of Customer Experience. The aim of this programme is to obtain a global vision of customer experience and customer loyalty management.
On the programme, concepts and techniques that may be applied in the workplace every day are worked on.
Aimed at: all company employees that work directly with the customer, as well as those who do not. Customer experience is not a matter of simply improving customer service, but is a culture that must be implemented for each and every role in the company.
Length: 1-2 days
Advanced Loyalty Practitioner Programme
Advanced programme on the discipline of Customer Experience, which provides the participants with sufficient knowledge and practice in order to be able to implement customer experience in their teams. It equips those taking part with the self-sufficiency to be able to design strategies focussed on service excellence in the company.
Here are just some of the concepts that are dealt with:
· Clue spotting.
· Lean Methodology: 14 tools.
Aimed at: team leaders, project managers and those able to influence, implement or change the level or style of service provision in any kind of organisation.
Length: 6 days
Loyalty Practitioner Masters Programme
Expert level programme. This programme provides those taking part with all of the concepts, tools and practices for developing Customer Experience and customer Loyalty projects and strategies, as well as all of the information, material and support required in order to be able to provide internal training on this subject to the rest of the organisation’s employees.
It fully equips the participants with the self-sufficiency and capacity in order that they are able to continue implementing customer Experience in the organisation and provide continuity for the company’s Customer Loyalty programmes.
Some of the concepts:
· Customer Journey
· Lean Methodology: 16 maps.
· Recovery techniques.
· Experience Creation Tools.
· Change Management.
Aimed at: directors, managers, team leaders, internal trainers, Human Resources managers and those able to influence, implement or change the level or style of service provision in any kind of organisation.
Length: 11 – 12 days
Workshops
What is Customer Experience?
This workshop is aimed at all of the company’s employees whether they deal directly with the Customer or not. Customer Experience is not about improving Customer Service. It is a Culture that must permeate through every role in the company.
What is Customer Experience?
· Why Is Customer Experience Important?
· Initiating the change.
· Customer Experience.
· Whole Brain Thinking.
Transforming the Experience
· Making the emotional connection.
· Making the difference.
Memorable Experiences
· Making it personal.
Customer Frustration
· Diagnosing Frustration.
· Dealing with frustration.
Customer Loyalty
· What do loyal customers do?
· Recovery.
Introduction Workshop: 3hrs.
Self Awareness = Customer Awareness
Personality types
· Auto-diagnosis.
· Communicating with others according to personality type.
· How to diagnose the customer type on the phone.
Positive and Negative Impact
· Stress Management.
· Attitude in the check list.
· Barriers to a positive attitude.
Handling difficult Customers
· Mr Angry.
· Best practises in dealing with difficult customers.
· Common mistakes to avoid.
· 4 Steps to follow.
Workshop: 3hrs.
Communicating with Excellence
The power of successful communication
· Establishing powerful written communication.
· Identifying communication barriers.
· Interacting with the customer over the phone.
Your voice
· An effective communication instrument.
Hearing vs listening
· Empathetic listening: How good a listener are you?
· Putting key listening skills into practice.
Workshop: 3hrs.
Going The Extra Mile
Going the Extra Mile
· Definition of “Going the Extra Mile”
Customer Experience Tools
· Customer Journey.
· Employee Journey.
· KPI’s.
· Voice of the Customer (VoC) and Radar.
· Experience Mapping.
· Wow’s and Ouches.
Workshop: 3hrs.