OVERVIEW

• 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

SPEAKERS