Pillars of Post-Crisis Loyalty
Regaining a customer’s trust after a negative experience is one of the most critical – and strategic – challenges for Customer Success teams. A customer who is dissatisfied today can become tomorrow’s ambassador… if the response is up to par.
This module provides you with a clear framework and fundamental benchmarks to understand the levers of post-crisis loyalty. It can be taken independently or as part of the complete “Customer Service & Customer Success", particularly suited to professionals wishing to perfect their responses to complex customer situations.
You will learn to:
- Analyze a customer’s emotional journey following a disappointing experience
- Identify the “moments of truth” where everything can change
- Use the reinterpreted AIDA framework in a win-back context
- Structure human and strategic interventions to rebuild the relationship
- Lay a solid foundation for renewed engagement, even after an incident
Whether you are a Customer Success Manager, Support Manager, or on the front line of customer relations, this module will help you transform a crisis into an opportunity for lasting loyalty.
