New Strategies for Creating & Managing Customer Loyalty

Title:	New Strategies for Creating & Managing Customer Loyalty
Dates:	April 29-30, 2010 Registration Deadline: 3 weeks prior to program start date Late Registration (within 3 weeks): Contact Registrar' Office to check space availability.
Duration:	2-day program: 8:30 am - 4:30 pm
Faculty:	John A. Daly, Ph.D., Raj Raghunathan, Ph.D.
Cost:	$2450.  Fee includes all program materials, breakfast, breaks, and lunch for each day. Team rates and alumni discounts available. Registration is not complete until payment is received.

"This is a must have class!"
Richard Davila II
President, Livingston Audiology

Description

The only way companies make money is through their customers. Too often, we lose touch with our customers and we forget how important they are to the success of the organization. In this session we examine what customer focus means, why customer retention is so vital to the firm, and what it takes to achieve customer loyalty. You will examine seven different skills important to building and maintaining customer loyalty including methods of being attentive and responsive to them, techniques for enhancing loyalty, ways of building trust and commitment, methods for demonstrating competency, strategies for recovering from poor customer interactions, principles of hassle-free service, and ways of effectively communicating with customers be it in sales encounter or in a problem solving session. The program focuses on what individual employees can do to build and enhance customer loyalty.Crucial to the program is applying what you have learned and discovering the best practices of the organizations represented in the program.

Topics

• Why customer focus matters financially
• Defining customer focus
• Critical principles of customer loyalty
• Coping with difficult customers
• Challenges to understanding customers’ needs and wants
• Retention strategies that build loyalty

Key Benefits

• Examine what customer focus means
• Understand the financial value of customer focus
• Know your market
• Discover ways of attending to customer needs in a responsive fashion
• Learn strategies for building personal loyalty
• Develop a customer bill of rights
• Manage unhappy customers
• Implement ways to demonstrate competency
• Identify different characteristics of customers that affect loyalty decisions
• Learn to better manage expectations
• Discern what matters to customers when it comes to “hassles”

Continuing Education Units

Participants earn 1.4 continuing education units (CEUs) and a Texas Executive Education program certificate.