Customer | How to Build Customer Loyalty

Understand which loyalty strategies work and how in your business.Relationships and loyalty play a big role
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Instructed by Learoy Tonight Business / Management
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  • Lectures 12
  • Length 31 mins
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 10/2015 English

Course Description

There is no question about the impact great customer service has on an organisation. How to build customer loyalty will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

This course will give you the tools to move away from transactional customer interactions towards creating advocates and lifetime loyalty. You’ll understand which loyalty strategies work and how they could work in your business. The customer experience is a human experience. This means relationships and loyalty play a big role; the stakes are high if you don’t start recognising your customer as more than just a single point of sale.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Learoy Tonight is a fresh business with interesting and modern ideas about education. Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

Each course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to build customer loyalty. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey.

What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

What are the requirements?

  • A keen readiness to learn and put it into practice
  • Access to a computer, tablet or iPad
  • Headphones or speakers to listen to videos

What am I going to get from this course?

  • Identify loyalty building strategies
  • Build customer loyalty in your own business
  • Move beyond transaction customer relationships
  • Understand how loyalty programs drive business outcomes
  • Learn from examples that worked for other businesses
  • Create customer advocates

What is the target audience?

  • Anyone looking to improve the experience of their customers
  • Anyone with an interest in driving a strong customer focus within their organisation
  • Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
  • Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
  • Anyone from a small, medium or large organisation

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Welcome to How to Build Customer Loyalty
01:01

What’s it All About?

Section 2: Customer Loyalty
02:40

Let’s take a look at the real value of a building a customer for life, rather than just for a moment.

03:49

What does it take to design a customer loyalty program and how do you make sure it pays off? Let’s take a look in here and find out.

04:56

If you’re looking to build and retain more customers through a loyalty program, here’s some great examples of how they can be done well.

3 pages

Checkout this article on more loyalty programs that work. Then checkout the links under external resources to explore more or to read the full article.

2 pages

Let’s take a look at a top ten on how loyalty is achieved.

Section 3: Retaining Customers
02:44

In here we’ll explore some key strategies to retaining your customers.

02:07

Let’s look at Ross Beard’s 5 ways to retain a customer.

If you like, you can read Ross Beard’s full article via the link under external resources.

References and Further Reading - Beard, R 2014, ‘9 Customer Retention Strategies For Companies’ 5 May 2014, blog.clientheartbeat.com, viewed 25 May 2015 (see external resources)

Section 4: Customer Advocates
04:19

After providing outstanding customer experiences, what else can we do to ensure that our customers keep supporting us? Consider Bill Lee’s points on how to create true customer advocates.

References and Further Reading - Lee, B 2013, ‘How to Create True Customer Advocates’, 22 May 2013, hbr.org, viewed 25 May 2015 (see external resources)

1 page

Check out this quote from Simon Mainwaring, download and takeaway for future inspiration.

03:15

Let’s take a look at how easy it is to create customer opponents rather than advocates, by considering Abercrombie & Fitch and Lululemon. Then test your knowledge with the Q&A under downloadable resources.

To explore more. take a look at Chip Wilson’s apology via the YouTube clip link under external reasources.

References and Further Reading - Moore, H, 2014, ‘Controversial Abercrombie & Fitch CEO Michael Jeffries to retire’, 10 December 2014, theguardian.com, viewed 23 March 2015 (see external resources)

Dockterman, E, 2013, ‘What Lululemon Could Learn From Abercrombie About Fat Shaming’, November 13 2013, ideas.time.com, viewed 23 March 2015 (see external resources)

Section 5: Congratulations! You now know how to Build Customer Loyalty
00:33

Where to from here?

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Instructor Biography

Learoy Tonight, Bite Size Learning

Learoy believes that an investment in education is an investment in your future business. Learoy has a driving passion for outcomes, business return and creating engaging learning experiences.

Learoy Tonight is essentially bite size learning, it's all about learning that little bit now and implementing those new skills and knowledge in the workplace tomorrow.

Learoy isn't your typical education company. It's a forward-thinking, digital business that's leading the way. We've done the research and we're driving results through education. You'll see.

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