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Cover Letter
“ Fundamental & Pemahaman Customer Satisfaction Index “
Pendahuluan
? Pernahkah Anda bertanya-tanya apa yang membuat beberapa perusahaan berkesan dalam hati dan pikiran pelanggan?
? Mencapai tingkat kesenangan pelanggan tertinggi dan pada saat yang sama menghasilkan rekor laba?
Akan dibahas konsep-konsep seperti kepuasan & loyalitas pelanggan, segmentasi pelanggan, profitabilitas, survei kepuasan pelanggan, skema nilai pelanggan dan skema loyalitas untuk membantu anda membuat peta jalan yang akan membawa organisasi ke tingkat lebih tinggi.
Tujuan
Peserta diharapkan agar dapat :
1. Memahami - menjelaskan & menjabarkan customer satisfaction, retention & loyalty
2. Mengetahui strategi customer loyalty strategy
3. Membuat & merencanakan customer survey
4. Menentukan segmentasi customer, profile & model
Materi Training
? Definisi Customer Satisfaction
? level of loyalty
? customer delight
? Pemahaman Key Loyalty Measurement
? customer satisfaction index
? customer retention rate
? profit impact of CRR
? customer life expectancy
? customer loyalty index
? Customer Satisfaction Survey
? surveys & questionnaires :
9 objective of the survey
9 population of interest
9 writing the questions
9 sampling methods
9 administration & analysis
? customer surveys guidelines
? different survey metrics
? types of satisfaction surveys : transactional vs image-based satisfaction surveys
? Customer Segmentation
? attitudinal & behavioral dimensions
? demographic variables, consumer & business
? customer profiling
? customer modeling
? types of business customers
Target Peserta
E Divisi Layanan Cabang
E Divisi Keuangan
E Divisi Operasional
E Divisi Audit
E Divisi terkait lainnya