Customer Loyalty - Management Awareness Seminar

Workshop 1:Increase Sustained Profitability –
Developing a Customer Loyalty Strategy  

Suggested Outline

A White Paper on the this process can be downloaded

Adobe Acrobat Reader required, download here

Introductions 15 minutes
The Function of Business 10 minutes

•  Peter Drucker Quote

•  Measurements

 
Perceived value 30 minutes

   •  How customers define perceived value

   •  When perceived value occurs

   •  Perceived value through Points of Connection 

 
Why would you want Loyal Customers  20 minutes

   •  Linkage between customer retention and profits

   •  New Business Model

 
The Customer Worth Formula 30 minutes

   •  Loyal customers create consistent revenue opportunities

   •  Word-of-mouth advertising

 
Critique, Questions, and Thank You’s 15 minutes
Total Presentation Time 120 minutes
(2 hours)

 

Workshop 2: Key Measurements for building a Loyal Customer Base

Suggested Outline

A White Paper on the this process can be downloaded

Adobe Acrobat Reader required, download here

Introductions 15 minutes
Measuring Loyal Customers 10 minutes
   •  Why should your organization measure customer loyalty  
Customer Loyalty Score 45 minutes

   •  What is a Customer Loyalty Score

   •  Loyal Customers

   •  Neutralizers

   •  Diminishers

   •  Calculating a Customer Loyalty Score 

 
Employee Loyalty Score 45 minutes

   •  Impact that your Employees have on Customer Loyalty

   •  Loyal Employees

   •  Neutralizers

   •  Diminishers

   •  Calculating an Employee Loyalty Score  

 
Critique, Questions, and Thank You’s 15 minutes
Total Presentation Time 130 minutes
(2H 10M)

 

Workshop 3: The Power of Customer Loyalty – Points of Connection

Suggested Outline

A White Paper on the this process can be downloaded

Adobe Acrobat Reader required, download here

Introductions 15 minutes
Points of Connection> 10 minutes

   •  Every Point of Connection has an impact to the customer

   •  Points of Connection Diagram

 
Point of Connection Delivery System 15 minutes

   •  What is an effective Point of Connection Delivery System

   •  Point of Connection Delivery System Managemen

 
Point of Connection Audit 15 minutes
   •  Purpose of Point of Connection Audit  
Voice of the Customer 15 minutes

   •  Formal process that allows your organization to listen to your customer

   •  Is a Voice of the Customer process right for your organization  

 
Customer Complaint Log 15 minutes

   •  Why is a customer complaint log valuable

   •  How would you use a customer complaint log

 
Points of Connection Evaluation 30 minutes
   •  Develop a POC Evaluation  
Critique, Questions, and Thank You’s 15 minutes
Total Presentation Time 130 minutes
(2H 10M)