Online Course
Understanding Customer Relationships & Loyalty

This course covers various methodologies for measuring customer satisfaction and loyalty and also includes a detailed discussion on the nature of customer relationships outside of product purchases and usage. An introduction to relationship-centric offerings and business models provides a foundation that will be built on in future courses.

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9 сhapters 9 сhapters
Duration: 1h 10m Duration: 1h 10m
Estimated time to complete: 3h Estimated time to complete: 3h
3-month access to the course 3-month access to the course
Personalized feedback on practical exercises and final exam Personalized feedback on practical exercises and final exam
Relevant case studies Relevant case studies
Two practical exercises to be graded by the course faculty Two practical exercises to be graded by the course faculty
Direct contact with faculty Direct contact with faculty
Course certificate at course completion Course certificate at course completion
Quizzes, exercises, and relevant case studies to ensure your comprehension Quizzes, exercises, and relevant case studies to ensure your comprehension
What Will You Learn?
Senteo

This course covers various methodologies for measuring customer satisfaction and loyalty

Senteo

It also includes a detailed discussion on the nature of customer relationships outside of product purchases and usage.

Senteo

An introduction to relationship-centric offerings and business models provides a foundation that will be built on in future courses.

Who’s this Course for?
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All customer experience professionals wishing to increase the value and to develop long-term mutually beneficial relationships with their customers

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Any business that is looking for differentiation from competitors while being able to keep a price premium

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Top and middle management wishing to design, build, measure, and manage experiential and transformational businesses

Understanding Customer Relationships & Loyalty

The content in this course is applicable to any industry: retail and shopping centers, banking, hospitality, pharmaceutical, etc.

Education Journey
Chapter 1

Introduction to Customer Relationships & Loyalty 

Chapter 2

Understanding Drivers & Measurement of Customer Satisfaction & Loyalty 

Chapter 3

The Components of Customer Relationships & The Relationship Dynamic 

Chapter 4

Understanding & Measuring Relationship Strength 

Chapter 5

Using Customer Relationships to Guide Transformations 

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

Testimonials
MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Understanding Customer Relationships & Loyalty
9 chapters9 chapters
Duration: 1h 10mDuration: 1h 10m
Estimated time to complete: 3hEstimated time to complete: 3h
Relevant case studiesRelevant case studies
Two practical exercises to be graded by the course facultyTwo practical exercises to be graded by the course faculty
Direct communication with facultyDirect communication with faculty
Access to a vast library of resourcesAccess to a vast library of resources
Course certificate at course completionCourse certificate at course completion
Quizzes after every chapter to ensure your comprehension Quizzes after every chapter to ensure your comprehension
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Answering your questions
There are three requirements that need to be met in order to achieve your certificate of achievement:
- Complete all the course videos
- Obtain at least 50% passing rate in all quizzes
- Obtain at least 50% passing rate in the 3 practical exercises and in the final exam
Yes, you can take the quizzes, exercises, and final exam an unlimited number of times to practice and improve your skills.
You have 3 months to access this course. If exceptionally you need more time, you can write your request to education@senteo.net
Your instructor and the course faculty are glad to see your progress and are here to support you in any possible way. Send us an e-mail to education@senteo.net
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