Training Managing Customer Loyalty

Training Managing Customer Loyalty

Training Managing Customer Loyalty

Pelatihan Menangani Pelanggan Loyal

DESKRIPSI

Loyalitas pelanggan (customer loyalty) merupakan sasaran akhir berbagai langkah strategis yang dijalankan oleh seluruh perusahaan. Terlebih dengan semakin sempitnya pangsa pasar akibat terus bertambahnya pemain/kompetitor baru, maka keperluan mempertahankan/ meretensikan pelanggan (setelah terlebih dahulu memuaskannya) menjadi semakin mendesak. Pada kenyataannya, banyak praktek manajemen pelanggan di perusahaan layak nya memasukkan pelanggan ke dalam `kantung yang berlubang?. Di satu sisi ada pelanggan yang tersangkut, di sisi lainnya ada pelanggan yang keluar melalui lubang-lubang kantung tadi, yang sering disebut dengan pelanggan yang hilang (customer loss). Proses memanajemeni loyalitas seharusnya sudah dimulai sejak masuknya pelanggan baru yang dirasakan `potensial? di perusahaan Anda. Hasil akhir dari loyalitas pelanggan ini bermuara dari berulangnya pemesanan/pembelian (baik produk/pelayanan serupa maupun yang lain di perusahaan), merekomendasikannya kepada pihak (calon pelanggan) lain, serta memiliki daya tahan (imunitas) yang tinggi terhadap `godaan? dari kompetitor untuk `pindah ke lain hati? Proses manajemen loyalitas pelanggan adalah proses menggerakkan calon-calon pelanggan (suspects-prospects) menjadi pelanggan (first-timebuyers), pelanggan berulang (repeat customers) dan kemudian rekanan (loyal clients), hingga sampai kepada tingkatan tertinggi loyalitas yakni promotor produk dan pelayanan perusahaan (advocates). Selayaknya dinamika suatu hubungan, juga ada proses retak bahkan putusnya loyalitas, sehingga ada aktivitas lain yakni memenangkan kembali pelanggan kita (customer win-back).

1. Introduction: Building a Culture of Service Excellent

   • A New Age of Bussiness

   • Every Person a Business Person

   • Customer Loyalty: The Crowning Achivement in Business

   • A Satisfied Customer is No Longer Enough

2. Customer Service Perpectives
3. Definition and Background of Customer Loyalty
   • Importance of Customer Loyalty
   • Know the Voices of Customer (VOC)
   • How to measure Customer loyalty
4. Step by Step Customer Loyalty

   • From Suspects Into Qualified Prospects:

   • From Qualified Prospects Into First-Time Buyers

   • From First-Time Buyers Into Repeat Customers

   • From Repeat Customers Into Loyal Clients

   • Turning Loyal Clients Into Advocates

5. Establish an “Improve Customer Loyalty” program to ascertain Customer loyalty and Voices of customers
   • Who are the stakeholders
   • Step by Step guidelines to set up deployment framework and structure
   • Develop a measurement and reporting framework for Customer Loyalty
   • Success criteria
6. How to make a customer loyalty program call

7. Develop a Feedback Management System
   1. What is next after getting the Voice of  Customer
   2. Setting up a feedback management team. E.g. Quality Circle
   3. Quick Hits or Process Improvements
   4. Setting Improvement Indices Target
   5. FMEA
   6. Value Analysis – 8 types of waste
8. Analysis of Voice of Customer and problem areas using Lean Six sigma Tools
   1. Fish Bone Diagram
   2. Value Stream Mapping
   3. FMEA
   4. Value Analysis – 8 types of waste
9. Implementation of lean six sigma tools to reduce or eliminate wastes using 5S; Poka Yoke; JIT
10. Measurement of results of implemented measures

    • Does improvement meet Improvement Indices Target and VOC?

    • Ascertain customer satisfaction level after improvement

11. Building a sustainable customer centric culture: What are the Success Criteria

INSTRUKTUR

Drs Z. Bambang Dharmadi, MM

Heads, Senior Level Managers, team leaders and supervisors from any industry  responsible for Strategic Program Management, Continuous Improvement and Innovation, Business Excellence, Front Line operations, Customer facing functions such as Operations, Customer Service and Sales

Jadwal Pelatihan Jogja Media Training 2023 :

Batch 1 : 24 – 26 Januari 2023

Batch 2 : 20 – 23 Maret 2023

Batch 3 : 15 – 17 Mei 2023

Batch 4 : 17 – 19 Juli 2023

Batch 5 : 25 – 27 September 2023

Batch 6 : 7 – 9 November 2023

Jadwal Training Jogja Media

Catatan : Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta

Lokasi Pelatihan :

• Yogyakarta, Hotel Dafam Malioboro
• Jakarta, Hotel Amaris Tendean
• Bandung, Hotel Golden Flower
• Bali, Hotel Ibis Kuta
• Online Daring, Zoom, Google Meet, Teamlink

Investasi Pelatihan Tahun 2023 – 2022 ini :

• Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
• Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

Fasilitas Training :

1. FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
2. Module / Handout
3. FREE Flashdisk
4. Sertifikat
5. FREE Bag or bagpackers (Tas Training)
6. Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
7. 2xCoffe Break & 1 Lunch, Dinner
8. FREE Souvenir Exclusive
9. Training room full AC and Multimedia