At The Heart of Customer Loyalty
Every moment counts
Customer loyalty is earned one interaction at a time. The starting point is not reward cards or points, it's about creating a memorable experience - and that starts with your employees.
How consistent are your people in delivering extraordinary customer experiences?
In todays’ fast-paced environment, customers are becoming more demanding and expect a different kind of experience.
So if you want to improve your customer loyalty, you need to start with your frontline employees as it is the interaction with them that makes up 70% of a great customer experience. It is vital that their behaviours model the values of your business; that behaviour doesn’t just happen. It requires a completely different approach to improving customer loyalty.
This learning journey consists of 4 interactive and engaging half-day sessions where you will explore the skills that help businesses foster loyal behaviour from their guests and customers to ensure continuing revenue, repeat purchases and long-term success.
You will learn how to model, teach and reinforce the principles and practices needed to earn extraordinary customer loyalty.
How do you ensure your employees are enthusiastic promoters of your business?
- Identify your role in delivering an exceptional customer experience
- Recognise how emotions impact customer experience
- Explore the importance of empathy
- Learn to turn problems into opportunities and deliver service excellence
- Use feedback as a tool to strengthen the customer relationship
- Discover your own loyalty legacy
This course comprises 4 x half-day modules (1pm - 5pm), once per week.
After booking you will recieve joining instructions to the Learning Platform where you can download course materials and interact with your facilitator and other participants.
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Listen to what other leaders are saying...
Of all my experience of online learning, this is by far the best!
-Jess Lydon, Historic Environment Scotland
The course provided me with a foundation to become a more effective leader.
-Lauren Wright, The Station Hotel
I've been inspired to be the very best version of leader I can be.
-Emma Lonie, The Balmoral