Harnessing Customer Loyalty and using relevant Market Research

Start Date: 16 Sep 2019

Start Time: 12:15 PM

End Time: 4:00 PM

Duration: 3 hours 45 minutes

Capacity: 14

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

In today's competitive and often uncertain environment, harnessing and retaining customer loyalty is more important and challenging than ever before.

This workshop will help you gain insights into establishing an effective customer care strategy by using relevant methodologies and communication principles. You will also learn how to handle complaints and deal with challenging customers, as well as the benefits of thinking outside the box and adding value. Veronika’s wide experience in the field will provide you with an invaluable understanding into using market research to enhance your customer offer. 

The session will also be relevant to business owners. 

The exact content of the workshop will be adapted to the level of experience and existing knowledge of participants, assessed through a pre-workshop questionnaire.

THE SESSION WILL COVER:

• Customer care/service/relations
• Why does customer care matter?
• Changing  customers and trends
• Different customer groups
• Fit with marketing
• Methodologies and skills needed 
• Thinking outside the box/ adding value
• The cost of getting it wrong 
• Stages in the relationship
• Complaint handling  - challenges
• Using effective market research
• Why and when market research should be used
• What is already available and how to use such data
• Customer satisfaction survey methodologies
• How market research affects marketing decision making
• Questionnaire design 
• Use of research findings 
• Frequency and updating of surveys
• Research ethics and buying-in
• Strategies to retain customers
• YOUR strategy

BY THE END OF THE DAY DELEGATES WILL:

• Have considered different approaches to customers 
• Have explored skills and approaches to improve customer loyalty
• Learnt how to deal with challenging customers
• Have explored ways of motivating others to deal with customers
• Considered ways of adding value/thinking outside the box
• Create a customer care and research strategy relevant to their situation

Agenda

Time	Description
12:15pm	Registration & Lunch
1:00pm	Workshop Commences
4:00pm	Close

Facilities

• Visual display
• Wifi
• Refreshments provided

Enquiries contact

Questions about this event should be addressed to CMI Events at CMIEvents@managers.org.uk or by telephone on 01536 207485.