Measuring and Managing Customer Satisfaction and Loyalty – Two Day Virtual Course

As markets shrink, companies are looking to boost customer satisfaction and keep their current customers, instead of spending additional resources to pursue new customers. In fact, since finding new customers can cost five to eight times as much as holding onto current customers, many companies increasingly understand the importance of measuring and managing the customer experience. Measuring customer satisfaction is an essential part of discovering your customers' requirements, in order to implement effective change and tangibly measure the impact of any changes made to your products or processes in terms that matter most to your organization.

This two-day virtual course will help you learn how to establish an effective customer satisfaction measurement system for your organization. You'll explore the cutting-edge customer-satisfaction measurement and management practices employed by the world's leading companies (including many Malcolm Baldrige National Quality Award-winning organizations), from best practices for increasing satisfaction and retention of your key customers to creating customer-focused processes throughout your organization.

MORE RESOURCES! Take this course and receive the accompanying book Improving Your Measurement of Customer Satisfaction after the course. (Available to U.S. registrants.)

Please note: Registration is for one person only.

WEB-BASED

#413112

Day One • May 15, 2008 • 8:00 a.m. – 3:30 p.m. Central
Day Two • May 22, 2008 • 8:00 a.m. – 3:30 p.m. Central

Member Price: $750
List/Forum/Division Price: $850

CEUs and ASQ RUs: 1.4

Instructor
Jim Jubelirer

Why Virtual?
ASQ Virtual Courses provide the same expert instructors, course materials and the ability to earn CEUs (and ASQ RUs) as our traditional educational courses, but they save you time away from work/family and save you money on lodging and other travel expenses. In short, they bring you all the training you need without all the hassle.