Harnessing Customer Loyalty, Presenter: Veronika Weisweiller
Start Date: 17 Feb 2015
Start Time: 12:45 PM
End Time: 4:30 PM
Duration: 3 hours 45 minutes
Venue: The Boardroom CMI , 2 Savoy Court, London, WC2R 0EZ › View map
Event Partner price ?: £120.00
Member price: £120.00
Non-member price: £180.00
Event Capacity: Full
This workshop, organised by the Institute of Consulting London & SE Network, is for consultants, advisers and managers wishing to assist clients (and indeed their own businesses) to retain customers and attract new ones, by establishing an effective customer care strategy.
This session will cover:
- Why customer care matters and how it fits into marketing
- How customers´ habits, expectancies and needs are changing and what businesses should do about it
- Understanding and management of different customer groups
- Methodologies and skills needed & communication principles
- Complaint handling and dealing with the challenging customer
- Thinking outside the box/ adding value
- Some useful insights into how you can use market research to enhance the customer offer
- The cost of getting it wrong
By the end of this workshop, attendees will have re-evaluated their thinking on customer loyalty and have started to devise strategies to better excite and retain customers, and to win new ones.
Harnessing that customer loyalty is increasingly relevant in an ever more competitive work environment.
About the speaker:
Veronika Weisweiller is an accomplished adviser, facilitator and presenter with extensive experience in all aspects of business planning and administration. She takes the lead on CPD for the CMI/IC London & South East Network.
Veronika first experience of establishing her own customer care processes occurred when running summer schools. This was challenging as it involved pleasing both adults and children, as well as satisfying both educational and leisure needs!.
Veronika’s own organisation ran market research projects globally into a range of fields over many years. Clients included large corporations, public sector and SMEs. It is easy to forget that looking after that customer and their customers should be at the heart of all good market research.
In her spare time and representing the fifth generation of her family, she is specifically responsible for the management and marketing of an events centre catering for up to 2,500 people. The customer base is naturally very diverse, but she has clients who have been returning since the centre opened 20 years ago.
A qualified trainer, Veronika has designed and delivered a range of successful courses and presentations. Her lively delivery on this topic is always well received.
1:30 preceded by lunch from 12:45
Questions about this event should be addressed to Veronika Weisweiller at firstname.lastname@example.org.