Harnessing Customer Loyalty

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Start Date: 17 May 2016

Start Time: 12:45 PM

End Time: 4:30 PM

Duration: 3 hours 45 minutes

Capacity: 15

Venue: CMI, 3rd Floor, 77 Kingsway, London, WC2B 6SR › View map

Students price: £60.00

Member price: £120.00

Non-member price: £180.00

Event Partner price ?: £120.00

Event Capacity: Full

This workshop run by the Institute of Consulting London & South East and the CMI London CPD Networks, 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.

Click here to read the Q&A with presenter Veronika Weisweiller.



Veronika Weisweiller

Veronika Weisweiller is an accomplished 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.

Following language studies, a spell as an interpreter and owning a language school, she ran market research projects globally into a range of fields over many years. Clients included large corporations, public sector and SMEs, and she coached large teams of researchers.

A qualified trainer, Veronika has designed and delivered a range of courses and presentations on other topics as diverse as marketing, customer care, finance, disability awareness, quality control, and partnership working.

For the last 20 years, as a business adviser/consultant Veronika has mentored and coached many business owners and staff in a wide of sectors on their journey of business growth.

As a Director of the Federation of Small Businesses, she enjoys both the experience of running a large business and the day to day contact with SMEs. A lot of mentoring comes into play there too. Veronika is Chair of the CMI CPD London Network.

In her spare time and representing the fifth generation of her family, she is involved in the management and marketing of an events centre catering for up to 2,500 people.

Additional Information

1:30pm preceded by lunch from 12:45pm


  • Catering provided

Enquiries contact

Questions about this event should be addressed to Networks Support at networks.support@managers.org.uk or by telephone on 01536 207394.

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