Maximizing Customer Relationship

Key definitions

• Customer satisfaction, retention, loyalty, and delight
• Levels of customer loyalty
• Customer satisfaction and loyalty
• Customer delight

Building relationships with customers for loyalty

• The need for relationships with customers
• How to build relationships for loyalty
• Reasons for low customer engagement
• Identifying drivers of customer loyalty

Principles of Customer Relationships

• The importance of knowing your customers
• Importance of value in relationship

Challenges of Relationships building

• The 12 challenges of relationship building

Strategies for building relationships

• Real-life example
• Voices of customer
• Grievance handling in customer relationship

Determinants of Customer Relationships

• Determinants of good customer relationships
• Understanding factors influencing customer behaviors
• Customer behavior to drive better relationships
• Maximizing customer relationships

Pitfalls to avoid

• Avoid these deadly mistakes
• Practice exercise