CQAS Seminars

 

Customer Loyalty and Retention

 

RIT's Center for Quality & Applied Statistics will host this highly interactive workshop presented by Janet Nelson. This seminar discusses what customer loyalty is and how it differs from customer satisfaction. Understanding the distinct but not so subtle differences between customer loyalty and customer satisfaction is critical to an organization’s ability to manage customer retention and to get ahead of problems. In this session, we will explore why loyalty is the metric of choice and what are its key drivers. Also touched on are the key pitfalls to be avoided when designing a survey (word weighting, end-anchored scales, etc.)

The session provides an overview of the definition of loyalty and why it impacts the bottom line. It covers the Kano model of demand and touches on how marketing messages impact expectations and loyalty. Some “loyalty towards employees” examples are included for those individuals who might not be actively involved in setting up or managing a customer loyalty program, so that they can relate to the concepts.

 

Special incentive for early registration – the first six registrants will have the opportunity to bring a recent customer survey for evaluation and suggestions on improvements.

 

When

 

July 23, 2009 - 8:30 to 11:30 AM

 

Cost

 

$135. Cost includes continental breakfast and lunch.

To register

 

Contact Susan Chapman at (585) 475- 6990 or sjcpph@rit.edu.