| Title: | New Strategies for Creating & Managing Customer Loyalty |
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| Dates: | April 29-30, 2008 and September 22-23, 2008
Registration Deadline: 3 weeks prior to program start date Late Registration (within 3 weeks): Contact Registrar' Office to check space availability. |
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| Duration: | 2 day program: 8:30 am - 4:30 pm | |
| Faculty: | John A. Daly, Ph.D., Raj Raghunathan, Ph.D. | |
| Cost: | $2300 (Spring ’08); $2400 (Fall ’08). 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. | |
Texas Executive Education
Executive Education :
Open Enrollment Programs : New Strategies for Creating & Managing
Customer Loyalty
New Strategies for Creating & Managing Customer Loyalty
Dr. John Daly Also Teaches:
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.
Topics
- Why customer focus matters financially
- Defining customer focus
- Critical principles of customer loyalty
- Challenges to understanding customers' needs and wants
- Retention strategies that build loyalty
Key Benefits
- Learn what customer focus means
- Understand the financial value of customer focus
- Learn ways of attending to customer needs in a responsive fashion
- Understand strategies for building personal loyalty
- Develop a customer bill of rights
- Discover ways of demonstrating competency
- Grasping different characteristics of customers that affect loyalty decisions
- Learn to better manage expectations
- What matters to customers when it comes to "hassles"
- Methods of communicating with difficult customers
Continuing Education Units
Participants earn 1.4 continuing education units (CEUs) and a Texas Executive Education program certificate.
