The ability to profile your customers has become an essential skill in today’s competitive and customer-oriented business environment. Customer profiling will give your organization the ability to understand your existing customer base better and identify potential new business opportunities.
Customer profiling, coupled with marketing analytics, provides critical customer insight that can help customer service, sales, and marketing professionals increase profitability and customer loyalty. Also, customer profiling information can be pivotal in improving your customer service initiatives.
YOU WILL LEARN HOW TO
This training course is designed to give delegates the techniques and procedures they require to gain insight into the behavior of their customers. This idea allows for improved customer service, increased call center efficiency, added cross-sell and up-sell opportunities, streamlined sales and marketing processes, reduced costs, and enhanced customer service satisfaction.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis Certificate.
COURSE OUTLINE
What is customer profiling?
Advantages and Disadvantages of Customer Profiling
The history of temperament profiling
The Myers-Briggs Type Indicator
DISC temperament profiling system
Understanding the four customer temperament styles
Practical exercise: Determining Your Temperament Profile
What is customer profiling?
Advantages and Disadvantages of Customer Profiling
The history of temperament profiling
The Myers-Briggs Type Indicator
DISC temperament profiling system
Understanding the four customer temperament styles
Practical exercise: Determining Your Temperament Profile
Module 2: Customer Segmentation, Data Mining and Market Analysis
SWOT Analysis
Benchmarking the best and worst customer service providers
What is Customer Segmentation?
Using segmentation for gaining customer insight and market penetration
Data Mining
Predictive Modeling
Customer Lifecycle Management
Key Account Management strategies
Module 3: Communication and Interpersonal Skills Development
Keeping up with changing communication technology
Body language: How to read a person like a book
Practical exercise: Body Language Quiz
Identifying your customer’s preferred learning style
Active listening skills to improve communication effectiveness
Practical activity: Listening Skills Survey
Questioning abilities to determine a customer’s expectations and service requirements
Tips for giving and receiving constructive feedback
Module 4: Customer Profiling Techniques to Enhance Customer Satisfaction and Loyalty
Breakout session: How to Use ‘Customer Service’ to Build Customer Loyalty
Serving internal and external customers
Customer “touch points.”
Motivating customers with rewards and incentive programmes
Are you a team player?
Teambuilding and leadership exercise
The benefits of measuring and monitoring customer satisfaction
Best practices for creating a Customer Satisfaction Survey
