Enhance customer satisfaction and loyalty by mastering marketing and relationship building. Develop personalized experiences, targeted campaigns, and post-purchase engagement strategies.
Elevate your customer service, sales, and marketing skills with our comprehensive training program, "Deliver Exceptional Customer Experiences: Mastering Marketing and Relationship Building." This course is designed for professionals at all levels seeking to excel in their roles and create outstanding customer experiences.
Training Duration: 2 Days
- Certificate Of Completion Available
- Group Private Class
- VILT Class Available
- SBL-Khas Claimable
Upon completing the workshop, participant will be able to:
- Explain the importance of excellent customer experience and how it impacts customer satisfaction and loyalty
- Identify different customer types and their needs, and apply communication and active listening skills to effectively interact with them
- Develop strategies to build and maintain customer relationships, and create personalized experiences for customers
- Understand the role of marketing, identify key marketing channels and develop marketing strategies and campaigns for their business
- Target and segment specific customer groups for marketing purposes, and develop and measure the success of targeted and data-driven marketing campaigns
- Understand the impact of digital channels on marketing, and develop effective digital marketing campaigns
- Collect and analyze customer data for marketing purposes, and develop marketing campaigns based on data insights
- Understand an overview of different post-purchase services and programs, and how to create effective post-purchase service programs that meet customer needs and expectations
- Identify different customer types and their needs.
- Apply communication skills to effectively interact with customers.
- Create personalized experiences for customers.
- Explain the role of marketing and how it can be used to promote customer service.
- Identify key marketing channels and their benefits.
- Understand the role of data in marketing.
- Demonstrates an understanding of best practices for delivering exceptional post-purchase services.
- Describes how to track and measure the success of post-purchase services and engagement programs.
All level with roles related to customer service, sales and marketing.
Module 1: Introduction to Customer Experience
- Examine the features of products and services offered in terms of their inputs, outputs and time frame
- Introduce the Customer Journey Framework and its role in creating personalized experiences for customers
- Understanding the impact of excellent customer experience on customer loyalty
Module 2: Profiling and Segmentation of Customers- Interpret and use the Six Human Needs framework to identify customer needs
- Identifying the different types of customers based on demographic, geographical, behavioural and psychographic factors and segmenting them into groups according to their needs
- Understand the buyer decision-making process of different customer segments
- Developing customer personas and customised cross-sell plans for targeted marketing
Module 3: The Marketing Mix- Utilise the 5P’s of Marketing to identify the Unique Selling Point of the product
- Identifying key customer touchpoints (both digital and physical) and their role as a customer service, sales and marketing channel
- Apply the PESTEL framework to identify a marketing roadmap at the corporate level
- Survey the competitor landscape to understand the perceived value pricing by the market
Module 4: Building Customer Relationship using Active Communication Skills- Recognize the differences between transactional and relationship marketing
- Understand the goals and emotional state of customers
- Apply the DISC framework for effective customer interactions
- Best practices for managing customer expectations, overcoming objections and complaints
Module 5: Omnichannel Marketing Communications and Sales Fundamentals- Understanding the role and objective of omnichannel marketing in terms of brand awareness and lead generation
- Appreciate the differences between the omnichannel marketing (measured in terms of reach, frequency) and sales funnel (measured in terms of conversions and closing rate)
- Creating targeted messaging and offers for specific customer segments
- Analyzing and evaluating the effectiveness of targeted marketing campaigns using digital tools
Module 6: Collecting and Quantifying Customer Feedback- Overview of different feedback methods and channels, and how to choose the right ones for your business
- Introduction of best practices for collecting and analyzing customer satisfaction (CSAT) data to improve customer service and product
- The role of using Net Promoter Score (NPS) data to measure customer loyalty and promote business growth
- The art of creating effective surveys and questions to capture insightful data
Module 7: The Role of Data in Driving Customer Excellence- Understanding the role of data in marketing
- Collecting and analyzing customer data for marketing purposes
- Developing marketing campaigns based on customer data insights
- Measuring the success of data-driven marketing campaigns
Module 8: Maintaining Customer Relationship Post Purchase- Introduction to the concept of customer lifetime value (CLV) and customer corridor and the importance of
- maintaining customer relationships post purchase via continuous engagement
- Overview of different engagement channels and tactics, such as email marketing, social media, loyalty programs, and events in driving repeat business, cross-selling, referrals and positive word-of-mouth
- Best practices for delivering exceptional post-purchase services, such as personalization, proactive outreach, and follow-up
- How to set goals and track progress using post-purchase metrics using different metrics and KPIs, such as number of complaints, retention, number of cross-sold products and referrals