Développer des stratégies de satisfaction client : compréhension besoins, mesure satisfaction, fidélisation, excellence client.

Créer une stratégie gagnante de satisfaction client.

Module 1 : Compréhension besoins clients
- Voice of customer
- Personas
- Journey mapping
- Expectations

Module 2 : Mesure satisfaction
- NPS
- CSAT
- CES
- Comment analysis

Module 3 : Amélioration expérience
- Pain points
- Moments vérité
- Personalization
- Innovation

Module 4 : Fidélisation clients
- Loyalty programs
- Retention
- Advocacy
- Community

Module 5 : Excellence client
- Case studies
- Best practices
- Culture customer
- Differentiation

- Customer strategy
- Satisfaction measured
- Experience improved
- Loyalty built

- Strategy developed
- Satisfaction increased
- Experience enhanced
- Loyalty achieved