How can customer service be used to deliver competitive advantage? This course helps you answer key questions about the relationship between customer service and profitability.

 

Looking in particular at how you can achieve customer retention and long-term loyalty, we explore how your organisation can grow and prosper by adopting a more customer-focused outlook.

• Porter’s generic strategies

• The loyalty ladder

• Service/profitability cycle

• The loyalty effect

• Customer lifetime value

• Bargaining power of customers

 

Benefits for the individual

 

 

Benefits for the organisation 

 

• Improved returns on investment

• A more customer-focused outlook

• Customer service aligned with business strategy