Customer Relationship Management and Marketing Training

Topics covered in the training:

The customer journey: where does marketing really begin? What are a customer’s main touchpoints with a company? What impression do the website, social media, email, phone calls, customer service and post-purchase communication make? How can you identify points in the customer journey where the company is currently winning or losing customers? Why can small details affect the customer experience more than a major advertising campaign?

Trust as marketing capital
How is trust built before the first purchase? Reviews, feedback, references and user-generated content. How can you ask customers for feedback in a way that gets them to actually respond? How can customer experiences be used in marketing? What should you do with negative feedback?

Existing customers versus chasing new ones
Marketing often puts a great deal of emphasis on finding new customers, even though existing customers can be a very valuable marketing channel for a company.

How to maintain customer relationships after a purchase
When and how to get back in touch with customers; repeat purchases and loyalty; email marketing and social media for maintaining customer relationships.

Referral marketing: how to get people talking about you?
Why do people recommend some companies but not others? How can you actively encourage recommendations? What content are customers happy to share themselves? How can customer stories and experiences be used on social media?

We will also discuss prize draws, campaigns and other tactics companies often use to try to increase engagement. When are they useful, and when do they simply attract a crowd of people who will never become your customers?

Next steps for my company
At the end of the training, each participant will write down specific actions they can change or try out in their own company.

About the trainer:
Brit Mesipuu is a marketing practitioner, trainer and entrepreneur with over 20 years of experience in marketing, communications and customer relationship management. She is co-founder and CEO of the advertising agency Milos OÜ, and works daily on companies’ marketing strategies, content creation, social media marketing and digital visibility.

During her career, Brit has been responsible for marketing in various organisations and has worked with many well-known Estonian companies. Her practical experience includes digital marketing, content marketing, social media, shaping customer experience, and developing a company’s reputation and visibility.

As a trainer, Brit Mesipuu has delivered more than 300 public training sessions, as well as numerous in-house trainings and consultations. Participants particularly value the practical nature of her training, real-life examples and immediately applicable recommendations. She combines a strategic perspective with experience from day-to-day work, helping companies find effective solutions for developing their marketing and customer relationships.

Brit’s main training areas are digital marketing, social media, content marketing, customer relationships, company image, referral marketing, and using LinkedIn to increase employer and organisational visibility. Brit Mesipuu holds master’s degrees from the University of Tartu in physical education and in journalism and communication.

Schedule:
10.00–12.00 – lecture
12.00–12.20 – break
12.15–14.00 – lecture

For participating companies, participation is counted as de minimis state aid (VTA). The event is carried out with support from “Co-funded by the European Union”.