3.95 out of 5
3.95
20 reviews on Udemy

Masterclass on Customer Loyalty

Customer Satisfaction | Customer Experience | Customer Service| Getting customers to love your brand / digital brand
Instructor:
Dr Osman Khan
54 students enrolled
English [Auto]
Learn about what is true loyalty
Why the world is looking at loyalty from a wrong perspective
Learn why loyalty programmes fail
Why customer satisfaction does not lead to loyal customers
Learn how to distinguish between different types of loyal customers
Why its important to get customers to love your brand
What you need to do to win the minds and hearts of customers

In this course we will learn how to win the minds and hearts of customers.  Our goal is to develop a brand, where the customer not only likes the brand, but loves the brand.  We will learn from successful brands around the globe, that have been able to develop exceptionally high levels of customer loyalty.  Find out what it takes to get your customers to start loving your brand.

I have developed this course based on my PhD, where I researched top brands and how they get customers to love their brand.  I worked with brands like Emirates Airlines, Apple, Harley Davidson, BMW, Lexus, Caterpillar, Singapore Airlines, Zara, Ikea and Walt Disney. 

Since then, I have been testing out the research, the models and tools I developed with companies from all across the globe.  These include big firms like Fortune 500 companies, all the way down to the entrepreneurs and startups.  I have had the chance to work with companies from all across the globe and in a wide variety of industries.  Some of these include, Airlines, Hotels, Travel, Health Care, Education, Government, Defense, Banks, Financial Institutions, Shopping Malls, Professional Sports Teams, Formula 1, IT and Telecom, Professional Services, Performing Arts and Entertainment,  Manufacturers, Oil and Gas Sector, Cement, Real Estate, FMCGs, etc.

The tools, models, and concepts that I will be sharing with you are both based on research, and have been tested in a wide variety of industries. These tools, concepts and models are not available anywhere else.

You will learn how to identify the different types of loyal customers, including what true loyalty looks like.  You will be able to measure the different types of loyal customers so that you can create customised marketing strategies to appeal to each types of customers.  We will discuss what it takes to develop a great brand with high levels of loyal customers.  You will be able to develop strategies that incorporate elements to move your organisation towards high levels of loyalty.  You will be able to apply our ‘how to’ list of action points to transform your brand / organisation towards getting more customers to love your brand.

This course is also accredited by the European Professional Certification Agency (EPCA).  Participants completing this course will be eligible to get an internationally recognised certificate from EPCA.

Introduction

1
Introduction to Customer Loyalty. Why customer satisfaction doesn't work.

This video explains why satisfied customers don't become loyal, and what the importance of loyalty is to a business.

2
How loyalty helps organisations

In this lecture we discuss how companies with a higher percentage of loyal customers are doing better than others.  We talk about what benefits customer loyalty has for a brand.

3
Why loyalty programmes don't work
4
Review of key concepts

Types of loyal customers

1
Three types of loyal customers
2
Behavioural loyalty: the basic type of loyalty

The basic type of loyalty, which most companies try to go for is behavioural loyalty.  We discuss what are the key issues with this type of loyal customers.

3
Why loyalty programmes don't create true customer loyalty

In this video we talk about loyalty programmes in more detail.  Now that you have understood what behavioural loyalty, and the barriers they create, you will be in a better position to understand why loyalty programmes don't actually work.

4
Attitudinal loyalty: the mid level of customer loyalty

Positive attitudes are important.  Customers that like your brand will be better customers and better at loyalty.  In this lecture we will discuss this in detail.

5
True customer loyalty: What does it look like?
6
Key differences between mid level and true loyalty
7
Review of key concepts

Learning from best practice firms

1
Customers that love our brand
2
Best practice firms from alternative industries
3
Examples of best practice firms
4
How do best practice firms like Ikea and Zara create loyalty
5
Key differences between attitudinal and emotionally loyal customers

Developing loyalty strategy

1
Moving from a nominal state to a preferred state of loyalty
2
Loyalty Lifecycle
3
Loyalty Management Model & Matrix
4
Review of key concepts

Measuring types of loyal customers

1
Identifying attitudinal vs. emotional loyalty
2
Review of key concepts

How to transform your organisation to develop true loyalty

1
Branding for loyalty
2
A Customer Focused company
3
Being market oriented
4
Quality focused organisation
5
Developing services for loyalty

Conclusion

1
Revision of key concepts
2
Certification
You can view and review the lecture materials indefinitely, like an on-demand channel.
Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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Includes

1 hours on-demand video
1 article
Full lifetime access
Access on mobile and TV
Certificate of Completion
Masterclass on Customer Loyalty
Price:
$108.98 $79

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