Introduction
Masterclass Highlights
Are you looking for solutions to these issues?
How to create solid relationships with your customers
Build a winning quality service strategy
Create customer loyalty and build repeat business
Keep the human connection in the age of technology
How to serve your customers better by listening to their needs
Link customer satisfaction and loyalty to business results
Create an environment for success
Agenda
Customer Service Management
Create a culture of service excellence
Strategies for delivering world-class customer service
Customer win-back: how to recapture lost customers
Customer satisfaction is worthless – customer loyalty is priceless
Customer Experience Management
Define your customer experience
Build superior loyalty by obsessing over every step of the customer experience
Turn customers into advocates
Know what customers really expect and how to deliver it
Real People/Real Solutions
Leverage human capital through leadership
Employee loyalty = customer loyalty
How to inspire great performances from your service workforce
How to teach employees to give 110%... and then some...
Customer Relationship Management
Adopt a single view of the customer through multi-channel interaction
Turn customer data into customer understanding
Create a real-time enterprise to drive competitive advantage
Collaborative relationships drive ROI
At The End Of This Masterclass, You Will:
Have a clear comprehension of what it takes to “Keep Customers for Life”
Learn how to retain customers and maximise customer loyalty
Learn how to directly improve your bottom line through effective customer-driven strategies
Understand through practical examples and case study illustrations
About Your Masterclass Leader:
Barbara Wold is an internationally known speaker and authority to the retail and consumer industries. More than 40 years of firsthand retail experience in executive and
sales management, marketing and repositioning have made Barbara one of retail’s most sought after speakers. She is an authority on building business through customer driven strategy and maximising human assets.
Her areas of expertise include customer care, marketing strategy, consumer buying patterns, image, sales and service quality, public relations, CRM, redevelopment and tourism, which truly makes her a master in the retail industry. Barbara is now taking on the airport retail industry and Duty-Free.
She is also considered an expert on what drives the Asian consumer. Barbara works extensively in SE Asia with the Singapore Retailers Association, the International Council of Shopping Centres/Asia Pacific, the Malaysia Retailers Association, Retailer Association of India, the Confederation of Indian Industry, Images Retail and many clients from luxury retailers, shopping centres, franchise groups, licensees to an amusement park.
Leveraging superior customer service management to sustain market differentiation, improve customer loyalty and maximise your ROI. In today’s increasingly competitive marketplace, effectively managing the customer relationship is essential to both short-term success and long-term growth. Customers are notorious for their poor loyalty, and so it is imperative organisations integrate customer management into their overall business strategy.
In an average year Barbara presents over 100 speeches around the globe and has taught in all 50 of the United States, Puerto Rico, Guam, Colombia, Brazil, Venezuela, Canada, Singapore, China, Hong Kong, Philippines, Japan, Indonesia, Malaysia, India and UAE.