There are three videos. The first gives an overview of the concept, the rest explain how to apply the concept in reality.
The downloads include a description of the concept, a business canvas including instructions and PowerPoint graphics.
This video explains what customer satisfaction & loyalty is. It gives a framework for understanding your customers and will help you designing actions that to improve your service or product.
This video shows a working process for understanding and controlling customer relationships. Use this process inside your organisation to understand your offering in detail and how the customer perceives it, to decide on actions to improve the service and to plan customer interviews.
This video explains how to run a client satisfaction & loyalty interview. It goes on to give an example which demonstrates interviewing technique and how to fully understand what the customer is saying.
This business canvas walks you through all the steps of understanding and controlling the customer relationship and running customer relationship interviews.
Here you can download a very simple satisfaction : loyalty grid which you can edit yourself.