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Capturing Customer Loyalty


  • Outline the five dimensions of Customer Loyalty that increase their financial attractiveness for a company
  • Describe the relationship of these behaviors and outcomes to the Customer’s level of Satisfaction with a company
  • Link Customer Satisfaction results to positive financial outcomes such as Customer spending, sales growth and profit margin
  • Demonstrate how Customers change their purchasing behavior (positively or negatively) based on changes in their Satisfaction
  • Explore some of the common mistakes that many well-intentioned organizations commit when they strive to implement a Customer Satisfaction program
  • Discuss some common characteristics of companies that drive performance through superior Customer Satisfaction


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