Trainings

How to retain your customers

at 15 KM

REVAL Consulting

Training
Business
Communication
Public Relations
Trade
Strategy
Sales

OBJECTIVES
 Listen to his client
 Define the customer strategy and guide the customer relationship
 Conquer a reputation for excellence and retain customers

PUBLIC
Managers or marketing managers who wish to guide the customer relationship towards excellence and retain their customers.

PROGRAM

Understand the customer experience
 The customer's life cycle and needs
 The journey of the customer: the moments of truth
 The pyramid of attitudes
 The client's listening process: from observation to satisfaction survey

Define the client strategy
Capitalization and segmentation: the value of the customer
 Offer a value-creating service experience for the customer
 Control the customer relationship: the different tools (NPS)

Master the excellence of the service
 Customer orientation: the company's objective
 Relational skills
 The control plan: the tools of the audit

Develop relationships with customers and progress on weak points
 Customer commitment: the client ambassador
 Social networks
 The complaint process
 The customer's journey: the cross-channel purchasing route and the service catalog

EDUCATIONAL TOOLS
 Illustrated presentation
 Exchange of good practices
 Exercises