Measuring and Managing Customer Satisfaction and Loyalty – 2 Day Virtual Course
DETAILS (Return to Main)
Who Should Attend
Customer service managers, controllers, management analysts, quality managers, QA engineers, quality system managers, marketers, statistical researchers, technical managers, TQ managers, and TQM directors.
Learning Outcomes
At the end of the course you will learn:
- How to design customer surveys that provide “actionable” feedback.
- Methods for linking measures of customer satisfaction, value and loyalty to other organizational and marketplace performance measures.
- A timeed, four-step process for measuring and managing customer satisfaction and retention.
- How to establish ownership for customer-driven targets and priorities.
- Customer-satisfaction methods and processes that create long-term customer value and improve business performance in the world’s leading organizations.
Please note: You will need speaker phone access, near your computer, for the entire length of the course.
Related ASQ Bodies of Knowledge
Certified Quality Improvement Associate, and Certified Manager of Quality/Organizational Excellence
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